Disputes & chargebacks

Start with the purchase problem

An Igniva support ticket and a bank chargeback are different processes. For missing files, setup problems or an incorrect description, contact the seller through your library and keep the conversation in the support thread. You can also contact Igniva support.

Provide the order reference, the affected version, screenshots or error messages, what was advertised and the steps you tried. You do not have to wait for a seller response before reporting an unauthorised payment to your bank or exercising a legal right.

What is a chargeback?

A chargeback starts when a cardholder challenges a payment with their bank. The card issuer decides the dispute under its rules. Igniva cannot guarantee an outcome or cancel the bank's process.

For direct seller payments, Stripe attempts to debit the disputed amount from the seller's connected account. Dispute fees and any negative-balance recovery follow the account's Stripe configuration and applicable agreement. A Stripe-managed loss setting does not make a disputed sale or the seller's obligations disappear.

If you are the seller

• Open the payment and dispute in your Stripe dashboard. Check the response deadline shown by Stripe.
• Preserve the listing, agreed licence, delivery and download records, receipts and relevant customer conversations. Only submit relevant and accurate evidence.
• Follow the refund and dispute options Stripe provides. Do not issue a separate refund for an already disputed payment without checking Stripe’s instructions; this can lead to duplicate reimbursement.
• If you need Igniva records, open a support ticket with the order and dispute reference. Igniva support does not replace a required response in Stripe.

Best practices

• Describe included files, compatibility, dependencies, licences and support clearly before purchase.
• Use honest previews and keep product files and installation instructions up to date.
• Keep payment and delivery records. Reply promptly and calmly to genuine customer issues.
• Only accept payments through the supported checkout. Do not ask customers for full card details or verification codes.
• Monitor your connected Stripe account’s security alerts and fraud tools. Igniva’s platform fraud settings are not a guarantee of protection for direct seller charges.
• Do not threaten a customer or block statutory remedies because they reported a problem.

Further guidance