Refunds and chargebacks

You are the seller, so refunds and chargebacks are yours to handle. This page explains how to refund a player, what Minecraftstore.io does by itself, and what to do when a player disputes a payment at their bank.

Refunding an order

Refunds are made in your Stripe dashboard. The order in Minecraftstore.io follows by itself.

1. Open the order in Orders and copy the ID under Stripe payment.
2. Go to Payouts and click Open Stripe dashboard.
3. Find the payment and refund it there.

What changes on the order

A refunded order no longer counts in earned this month on the Payouts page.

Stripe does not give back its payment fee when you refund. That fee stays with you. See Fees.

What happens in the game after a full refund

• Deliveries that have not run yet are cancelled, so their commands never run. A delivery the plugin is running at that very moment may still finish; the order page shows it.
• Discord roles from the order are taken back.
• Commands that already ran are not undone. If the player got a rank or items, take them back yourself on your server.
• A timed product keeps running after a refund. To end it, open Timed products, find the player and click End now. Its expiry commands run on your server, as if the period ran out today.

Chargebacks

A chargeback is when a player disputes a payment at their bank instead of asking you for a refund. The bank pulls the money back while it looks into the case.

What happens when a chargeback opens

Minecraftstore.io acts as soon as Stripe reports the dispute:

• The order gets the status Charged back. The order page shows the reason the bank gave.
• Deliveries that had not run yet are stopped.
• Discord roles from the order are taken back.
• Timed products from the order end, and their expiry commands run on your server.
• The player is banned from your store, with the order as the reason. You can turn this off on the Banned players page, under Ban players who charge back.
• The money you received for the order comes off your payout. If Stripe's payment fee was already taken back, only the rest comes off.
• You get an email with the subject "Chargeback on order #" and the order number. If you set a Staff alerts channel in Discord, you get an alert there too.

Answering a dispute

Answer the dispute in your Stripe dashboard before the deadline Stripe gives. Click Go to payouts on the order page, then Open Stripe dashboard.

Send proof that the player got what they paid for. Useful evidence from Minecraftstore.io:

• The deliveries. The order page shows each command the plugin ran on your server and when it ran.
• The player. The Minecraft name, UUID and email address on the order.
• The right of withdrawal. See below.
• Anything from your server, like logs of the player using the rank after the purchase.

Won or lost

What was taken back in the game and in Discord is not given back by itself, even when you win. The ban stays too. Give the rank again by hand, or remove the ban under Banned players, if you want to.

The right of withdrawal

In the EU, consumers can usually cancel a purchase within 14 days. For digital content that is delivered right away, that right ends once it is delivered, but only if the buyer asked for delivery right away and agreed to lose the right before paying.

That is why every checkout on Minecraftstore.io has a required box:

I want my purchase delivered right away, and I understand that I lose my right of withdrawal once it is delivered.

A player cannot pay without ticking it. The moment they ticked it is saved on the order. The order confirmation mail the player gets repeats it, with the date and time they agreed.

In a dispute where the player says they changed their mind, this shows they asked for delivery right away and accepted that they could not cancel after it.

This is general information, not legal advice. Consumer law differs between countries.