Handle refund talk and chargebacks in a calm, consistent way that protects your brand and keeps real buyers happy, without bending to every demand.
What is in our control and what is not
Platforms and banks have their own rules. We work inside those and focus on what you and Prosper can actually influence.
We can control
- How clearly we describe content before someone buys.
- The tone and timing of replies when someone is unhappy.
- Whether we offer a goodwill solution when it makes sense.
- How we record proof that content was sent.
We cannot fully control
- Decisions made by banks and payment providers.
- Platform level rules on refunds and disputes.
- People who buy, consume, then try to reverse the charge.
Setting expectations before money is spent
Good expectations up front reduce problems later. A lot of dispute work is won or lost before the buyer even pays.
- Keeping descriptions honest and clear about what someone receives.
- Avoiding vague promises and wording that can be misunderstood.
- Staying away from phrases that hint at guaranteed outcomes.
- Using prices that match the level of access and content provided.
Standard path when someone is unhappy
When a fan feels let down, we follow a simple path so replies stay measured and on brand.
Acknowledge their message without taking blame for things that are not true. We keep it short and calm.
Check what was sent, what was promised and whether there was any real mistake on our side.
Offer a fair outcome based on the situation, which could be clarity, a replacement send or, in some cases, no further action.
When a goodwill refund might make sense
Refunds are rare, but there are times where a small step now protects your brand and reduces future problems.
Possible reasons
- Clear miscommunication on what was included.
- Technical issues on the platform side that affected delivery.
- A strong long term buyer who almost never complains.
Conditions
- We agree together that a refund or partial credit is the best path.
- Boundaries are made clear so it is not seen as a pattern to repeat.
- Everything is kept polite and documented in case of repeat behaviour.
How we respond to chargebacks
A chargeback is when a buyer goes to their bank instead of talking first. This is handled differently from a normal refund request.
- We do not fight inside DMs once a bank claim has started.
- We avoid emotional arguments that can be screenshotted and used against you.
- We gather simple proof of what was sent and when, if the platform allows us to respond.
- We track repeat offenders so they are blocked and cannot keep buying and reversing.
Protecting your time and energy
Part of our job is making sure you do not spend your days thinking about the one person who complained.
Prosper focus
- Keep most money talk contained to DMs we handle.
- Only bring disputes to you when we actually need you.
- Report patterns, not every small complaint.
Your focus
- Keep making content and sticking to the plan.
- Tell us straight away if a buyer ever contacts you outside the platform about a dispute.
- Trust that some loss is normal on a growing page and does not mean you are doing anything wrong.
Reducing problems over time
Each complaint is also data. We use it to tighten how the whole system runs.
- Adjusting descriptions that keep causing confusion.
- Repricing offers that clearly attract the wrong expectations.
- Dropping formats that lead to more drama than income.
- Improving internal notes so chatters know what was agreed in past conversations.
The aim is not to reach zero issues. The aim is to keep them rare, fast to handle and as low stress as possible for you.