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Creem empowers sellers with the flexibility to establish their own refund policies while maintaining the right to process refunds within 60 days to prevent chargebacks.

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Refunds

At Creem, we believe in giving sellers the autonomy to determine refund policies that align with their business objectives and requirements. If you opt to offer refunds, they can be processed at any time through the Creem dashboard. The refunded amount will be deducted from your upcoming payout. Refund Fees: Creem does not charge any fees for processing refunds. However, the original transaction processing fees remain charged against your merchant balance in case of a refund, as these are transaction processing costs that Creem itself pays to our providers and partners. However, to protect against chargebacks, Creem reserves the right to issue refunds within 60 days of purchase at our discretion. Even if you maintain a “no refunds” policy, please note that customers retain the ability to initiate chargebacks against their purchases at any time.

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Chargebacks

A chargeback (also known as a charge reversal or dispute) occurs when a customer requests their credit card provider to reverse a charge on their statement. These disputes can arise for various reasons, with fraud being a common trigger. As part of our commitment to transparent financial operations, Creem takes responsibility for managing chargebacks against your sales. When a chargeback occurs, we typically process a full refund on your behalf, deducting the refunded amount. Chargeback Fees: A fee of 25 USD/EUR is charged for each chargeback. It is important to note that this fee is due to the providers and partners that Creem uses, and that Creem does not profit from such fees. We always do our best to avoid such occurrences. Common reasons for chargebacks include:
  • Fraudulent transactions using stolen credit card information, leading to charge cancellation by the credit card provider
  • Customers failing to recognize the charge on their statement and requesting a reversal
  • Customers disputing product delivery and bypassing the refund process by directly contacting their credit card provider
In the event of a chargeback, Creem will provide comprehensive information to the payment provider to advocate on your behalf. However, our involvement is limited by legal constraints, and the final decision rests with the payment provider. To maintain the integrity of our platform and protect all users, Creem may take action, including account suspension, if a store experiences an excessive number of chargebacks.