Chargebacks and Adjustments
What are chargebacks?
A chargeback occurs when a user disputes a transaction with the credit card issuer that they used to purchase credits on SextPanther. Usually, a user tells the financial institution that the services were not provided or the charges were not authorized so that they can get their money back. The credit card issuer then refunds the charges to the customer and submits the chargeback to the merchant (SextPanther) to investigate whether the transaction was legitimate.
Does SextPanther cover chargebacks?
SextPanther has a Chargeback Protection Policy (full details can be found under the Help tab of the model dashboard). It states, “SextPanther offers Chargeback Protection to all models free of charge. Chargeback Protection covers up to $2,500 USD per month in chargebacks per model account. Messages, phone calls, video calls, and content unlocks done through SextPanther.com are all covered under the program.”
Why are tips not included in the chargeback protection?
If a user disputes a transaction and sent a tip, the SextPanther team reviews and decides on a case-by-case basis. For example, if a user paid for a custom video and the model produced and delivered the clip and can show proof of delivery, the model would be eligible to keep the tip in most cases. If a model received a tip for a custom and they did not deliver it, the model would likely have to forfeit the tip earnings in the form of an adjustment, since they did not deliver the agreed-upon product. If a model collects tips for any actions that violate the SextPanther Code of Conduct (e.g. off-platform activity), then the tips would be deducted from the model’s account.
Note
Unsolicited tips that are usually larger than normal and happen early in a conversation (i.e. toward the very beginning of a new connection) are often a red flag for fraud. If anything seems fishy, please report the user for potential fraudulent activity and briefly explain your suspicion. Read more about fraud here.
What are adjustments?
An adjustment is a change to a model’s earnings. Negative adjustments are most often because of a refund to a user for an unanswered message or a call that did not work properly (see more about refunding calls here). The monthly Top Model bonuses show up as positive adjustments.
On your dashboard, you can view what each adjustment was for in the pink “Pay Period Earnings” by selecting the text “Click to view breakdown.” Next to the “Adjustments” line is an “i” icon. Clicking the icon will bring up a pop-up which will show you line by line what each adjustment was for.
Because of the Chargeback Protection, models will most likely not see a chargeback as an adjustment (unless a chargeback-triggered tip review determined that the model cannot keep the tip) and won’t know if a user filed a chargeback regarding their services or another model’s. Users who are suspended due to disputed transactions will show up on the “Suspended Users” report.
Why might a model or the support team refund a call?
The most likely reason for a model or the support team to refund a call is for when a call does not connect properly (e.g., audio/video broadcasting issues) or if the call quality was poor throughout the call—even if both parties seemed to have decent connections during the pre-call confirmations.
For models with longer minimum call times, a user may experience their service interruption and lose the call along with the remainder of the minimum time. SextPanther may review these cases and issue a partial refund for the time the user paid for but did not receive. SextPanther also monitors activity to ensure users do not abuse this by frequently complaining about service interruption solely to receive refunds.
Models now have the ability to refund phone calls and video calls (with a few limitations). Models are not required to issue refunds; users can still write in to support to request a refund if they choose and the support team will look into the call logs to determine whether a refund is warranted. See more about refunding calls here.
A user popped up on my “Suspended Users” report for a transaction dispute/chargeback. Was it me?
Users are suspended if they dispute a transaction or file a chargeback claim. Seeing a user appear in the Suspended Users report does not mean you did anything wrong. All models that this user added will see the user appear on their Suspended Users report. A model will not be notified of the dispute’s details unless the SP team needs to investigate further (e.g., if a user tipped for a custom that wasn’t delivered).
Why do I need to know if a user was suspended for a chargeback?
Chargebacks can be related to legit fraud. Frausters tend to create similar usernames and add the same model contacts to continue conversations. Checking the Suspended Users report periodically can help models be aware of a particular user who continues to reach out to them through multiple accounts. SextPanther deploys a variety of reports and tools to help identify fraud and shut down any suspicious transaction attempts as well as prevent that fraudster from making additional accounts. For the few instances that get through, the models are an additional line of defense to help spot and report suspicious users. If you want to see some tell-tale signs of a user who may be playing with stolen money, here is a refresher.
They were a big spender—will they come back?
To protect the models and the company, there are extremely rare cases in which a big spender who is suspended for a transaction dispute will be allowed back on the site.