Audience management

Manage your viewers’ accounts, payments, and access.

Refunds

Credit card payments

Unless you are using Stripe Connect, refunds can only be processed by our support team.

Viewer refund requests that fall under the following categories will be granted automatically:

  • The viewer has made a duplicate purchase using the same email address.
  • The availability of the content the viewer has purchased was canceled.
  • The Premium Content wasn’t published.
  • More than 80% of the Premium Content delivery had quality issues (no sound, or poor sound & video quality).
  • The content was misleading – the description didn’t relate to actual Premium Content.

When a viewer requests a refund for reasons that do not fall under the above-mentioned scenarios, we will always make sure to forward the case over to you for review. You will always have a final say in whether these refunds will be granted or not.

When we send a viewer refund request over to you for review, we will also make sure to send you regular follow-ups every 3 days, for 15 days.
If after 15 days (5 follow-ups) we do not receive a response, we will automatically process the refund for the viewer.

To learn more about our refund policy, make sure to check out the Viewer and Customer Terms & Conditions pages.

If you are using Stripe Connect, you can action refunds directly from your Stripe account. All refunds actioned via Stripe, will also be recorded in your InPlayer Dashboard, so you will always have correct data there.

Direct Debit

Direct Debit (SEPA) payments can be disputed for up to 8 weeks from payment, including after a payment has been refunded. If a refunded payment is later disputed, the funds will be returned to the viewer twice, resulting in a loss, and cannot be recovered without their cooperation.

Due to this, we do not process refunds for Direct Debit payments, nor do we suggest that you process them via your own Stripe dashboard.
Instead, it is best that viewers are advised to submit a chargeback request to their bank.

In-app payments

Since In-app payment processors do not allow third-party platforms to process refunds, for all refunds for payments made via In-app the viewer will have to get in touch with the support of the In-app platform in question.

If you have any questions, don’t hesitate to contact us at clients@inplayer.com.