Chargebacks

How your charge appears

Card payments are processed by our payment provider CCBill. On your card statement the charge appears under CCBill's billing descriptor — never under a creator's name and never with a description of what was bought. As soon as the exact text is fixed, it is shown here, at checkout and on every receipt.

What counts as a chargeback

Our payment provider tells us when a card payment to lalalust is reversed: a chargeback, a refund made at the provider, a void or a return. Each of these notices becomes one case on our side, linked to the account that paid and to the amount that was credited to it. A repeated notice for the same payment does not open a second case.

What happens next

• Our team is notified at once. A person looks at every case — none is decided automatically.
• Nothing is debited automatically. The person handling the case decides one of two things, with a written note and their name on file: the credited amount is recovered from the paying account, or the case is written off without a debit.
• A recovery never takes a balance below zero. Whatever cannot be recovered is carried by lalalust, not by the creator.
• Payouts are paused while a case is open — for the account that paid, and for any account that received money from that account's orders or tips since the disputed payment. This includes payouts from the partner programme. The account sees: “A payment connected to your account is being disputed”. The pause ends as soon as the case is decided, either way.
• Orders are not reversed automatically. Work that a creator has already delivered stays delivered.
• Rewards from the partner programme that came from the disputed account's orders are taken back (see Partner programme).
• A buyer with an open chargeback cannot reach the standing “Stamm”. It comes back once the case is closed.
• Opening a chargeback does not by itself suspend an account.

How we watch the rate

We track the share of payments that end in a chargeback over 30, 90 and 365 days, with internal warning levels well below the thresholds of the card networks.

Faster than a chargeback

• Case room. After a delivery you have 72 hours to say that something is wrong. You ask for a fix, a partial or a full refund; if you and the creator do not agree, lalalust decides with a written reason. See Refunds, cancellation & cases.
• Not delivered. If a commission is not delivered, the money comes back — automatically after the deadline has passed, or when you cancel after the agreed date.
• Refund to your card. Balance you paid in by card can be sent back to that card from your wallet (minimum $6.00).

Questions about a charge: support — please do this before you contact your bank; a chargeback takes weeks, a case at lalalust usually takes days.