Sell long enough and someone will need a refund or a replacement. Handling it well turns a bad moment into a loyal reader. FoundryInk gives you a clear Disputes desk and a fair process. Here's how it flows.
A buyer opens a request from their Purchases: they pick a refund or, for a shipped order, a replacement (digital purchases are refund-only), write a short reason, and submit. It lands in your studio's Disputes desk, and you're notified in-app and by email right away.
In Studio, then Disputes, open the request to see the buyer's reason and a message thread to talk it through. Then choose: Accept a refund (FoundryInk issues it immediately and access is revoked), Accept a replacement for a shipped order (a reprint is made and shipped to the original address; your billing card covers the reprint cost plus a small fee), or Reject with a note.
If you reject, a buyer can escalate to a platform review, where FoundryInk looks at the full thread and either refunds or upholds your decision. Separately, if a buyer disputes the charge with their bank (a chargeback), that's handled automatically between the bank and Stripe, you don't have to do anything. Every step notifies both sides.
No, digital purchases can only be refunded. Replacements are for shipped products, where a reprint is made and sent to the original address.
Your studio's billing card covers the reprint cost plus a small fee, so keep a card on file. FoundryInk then places and ships the replacement order.
The buyer can escalate it to a platform review, which looks at the whole thread and either refunds the buyer or upholds your decision. Both sides are notified.
That's handled automatically between the buyer's bank and Stripe. The sale is marked disputed while it's contested and resolves either way without you needing to act.
Refunds, replacements, and escalations, all fair and clearly signposted. That is the money side. Next, getting more readers.