Refunds and disputes

Most tips go through without a problem. Sometimes, though, a supporter pays by mistake, or a payment is disputed with their bank. Here is how Croissant handles both.

Refunds

Who can issue a refund

Creators cannot issue refunds directly in the app. Instead, Croissant handles refunds through Stripe on request.

How to request one

If you want to refund a tip, for example because a supporter accidentally bought 50 croissants instead of 5, contact support. Include:

• your page link
• the supporter's name, if they left one
• the date and amount of the tip
• the reason for the refund

We will refund the payment through Stripe. The refunded amount comes out of your Stripe balance.

If you are a supporter

If you paid by mistake, the quickest route is to contact the creator. You can also contact support with the details of your payment. See For supporters.

Disputes and chargebacks

A dispute, also called a chargeback, happens when a cardholder asks their bank to reverse a payment. This can happen if they do not recognise the charge, or if a card was used without permission.

What happens

• Disputes are handled through Stripe.
• The disputed amount is taken from your Stripe balance while the dispute is open.
• Stripe charges a dispute fee, which also comes out of your balance.
• If the dispute is decided in your favour, the disputed amount may be returned, depending on Stripe's and the card network's rules.

Avoiding disputes

• Keep your display name and page clear, so supporters recognise the charge on their statement.
• Respond to messages from supporters who think something went wrong. A quick refund is usually better than a dispute.
• If a supporter asks you for a refund, contact support rather than waiting.

For how fees work more generally, see Fees.