If you're selling digital products on Selfany, it's important to understand how chargebacks work, when they happen, and how they affect your payouts.
This guide breaks down Selfany’s chargeback policy, why the 20% charge exists, and what you can do to avoid disputes and protect your account.
What is a Chargeback?
A chargeback occurs when a customer disputes a transaction through their bank or card provider, rather than requesting a refund directly from the seller.
Common reasons for chargebacks include:
- Buyer didn’t receive the product
- The purchase wasn’t authorized
- The product didn’t match the description
- Unclear delivery expectations
Chargebacks are handled by external payment processors like Paystack, Stripe — not Selfany — which means there are fees and admin processes involved.
What Happens When a Chargeback Is Filed?
If a chargeback is approved:
- The seller will pay 20% of the product’s value to Selfany
- If a payout has already been made, the seller must refund the full amount received plus 20%
- These charges cover processing fees, admin costs, and platform protection
Example:
If you sold a product for ₦10,000 and already received the payout: You’ll need to return ₦10,000 + ₦2,000 (20%) = ₦12,000
How to Prevent Chargebacks
Sellers are strongly advised to follow these best practices:
- Use clear and honest product descriptions
- Set transparent pricing, no hidden fees
- Know who is making the payment (check the buyer details if needed)
- Deliver the product promptly and as promised
- Respond quickly and professionally to all buyer messages
- Display refund policies clearly on your product page
What Should I Do If I Get a Chargeback?
- Collect Evidence: Save product pages, delivery proof, customer emails, and any relevant communication
- Contact Support: Reach out to Selfany Support if you need help or clarification
- Be Ready to Refund: If the chargeback is valid, prepare to return the full payout plus the 20% fee
- Learn and Adjust: Review what may have caused the issue and update your listings if needed
Need Help?
If you're unsure about a chargeback or you'd like help preventing them in the future, contact Selfany Support here → Support@selfany.com or read what a dispute is on Selfany.