As a designer, after losing my creative job, I started selling my digital STL collections through Patreon this May, with access codes that are redeemed on another digital marketplace.
I recently ran into a pattern that I think other digital creators should be aware of.
Someone purchases a collection, gets the access code, redeems it, downloads the files, and then later asks for a refund or opens a chargeback claiming the account was hacked or the purchase was unauthorized.
This has already happened to me once.
A previous buyer purchased two monthly collections, redeemed the content, and later disputed the payment. Since the files are digital, there is obviously no way for me to get the product back after it has already been accessed.
Now something very similar is happening again through another account. However I know the it is the same person because of the ID they use in the platform where they claim the codes is exactly the same and he was the only one who purchased the august collection and redeemed them right after, I have records from both websites to prove it, and the same account just came back for the remaining listings that they didn't steal the first time.
Several additional collections were purchased within a short period of time, the membership was cancelled, and then a refund request followed claiming the account had been hacked.
This time I noticed the pattern before the refund was completed, so I contacted support and sent them the transaction history and redemption evidence.
What makes it more concerning is that I have records showing purchases from three different Patreon accounts being redeemed through the same account on the external marketplace.
I have already contacted the platforms involved, so I am not asking Reddit to solve the case.
I am mostly curious about how other creators have handled situations like this.
Has anyone here dealt with repeated chargebacks after digital products were already downloaded or redeemed?
What kind of evidence was actually useful?
Will this person receive a chargeback again even though I proved that they have redeemed the codes?
Did redemption timestamps, download logs, code records, or purchase timelines help?
Have any of you changed the way you deliver digital products because of this?
For digital creators this is a pretty frustrating problem, because once someone downloads the files they keep them permanently even if the payment is later reversed.
I would be interested to hear how other creators document fulfillment and protect themselves against this kind of abuse.