Disputes
BETAPublic checkout, payments, payouts, and buyer protection are not active yet. Today, "disputes" on Loovly are limited to support issues raised through the support flow. The points below describe what applies today, what will apply once Loovly Checkout is enabled, and why off-platform payments are not covered.
What applies today (beta)
- •Buyer interest is a non-binding request, not a purchase — there is no order to dispute.
- •Issues with a creator, listing, or brand can be raised via Loovly support.
- •Loovly may take moderation action (hide listings, restrict accounts, remove campaigns) but cannot recover or refund any money, because no Loovly Checkout payment has occurred.
Off-platform payments are not covered
Payments arranged outside Loovly are not covered by Loovly Checkout protection. Loovly cannot verify, track, refund, or protect off-platform payments. If you paid a creator directly via PayPal, Venmo, bank transfer, cash, or any external method, you must pursue resolution with that provider or directly with the creator.
Once Loovly Checkout is enabled
Dispute handling for eligible Loovly Checkout orders will be subject to Loovly policies, evidence review, and payment provider rules once checkout is enabled. Both buyer and creator will be expected to participate in good faith and provide reasonable evidence.
Eligible Loovly Checkout disputes
- •Item not received within the stated timeframe and not delivered per tracking.
- •Item significantly not as described (wrong item, materially different from photos/description, undisclosed damage).
- •Counterfeit, unsafe, or prohibited items.
- •Duplicate or unauthorized charge confirmed by the payment provider.
Not eligible
- •Buyer's remorse on final-sale, vintage, or one-of-one items.
- •Issues caused by an incorrect shipping address provided by the buyer.
- •Damage after delivery confirmation.
- •Off-platform payments or activity outside Loovly Checkout.
Process once enabled
- •Buyer submits a dispute with order details, photos, and a clear description.
- •Creator is notified and given a defined response window with the option to refund, partially refund, or provide a counter-statement and evidence.
- •Loovly reviews the case, payment provider data, tracking, and any relevant policy.
- •Outcome is communicated to both parties and reflected in payment, payout, and platform-fee records.
Payment provider chargebacks
Buyers may also dispute a charge directly with their bank or card network. Chargebacks are governed by that provider's rules and may override Loovly's internal dispute outcome. Loovly cooperates with payment providers to provide evidence and apply the final decision.
What this means for creators
- •Disputes on eligible Loovly Checkout orders may pause or reverse the related platform fee, revenue event, and referral commission.
- •Repeated, unresolved, or fraudulent disputes can affect plan eligibility, payout status, and featured placement when those systems are live.
No automatic refund guarantee
Eligible Loovly Checkout disputes are reviewed case-by-case. Loovly does not promise an automatic refund, guaranteed recovery, or guaranteed outcome — especially for off-platform activity.
Our team can clarify any policy or help with a specific situation.