Understand creator and buyer roles

Who do I ask about a purchase?

Decide first whether your question is about the offer itself, the Tapmy platform or the payment. Each belongs to a different party, and asking the right one gets you an answer faster.

What does the creator do?

The creator decides what to sell, how to describe it, the price and terms, how it is delivered, who gets access and what support is included. They also need to make honest claims, respect others' rights and IP, handle applicable taxes, publish a refund policy and fulfill every purchase and free join.

Creators should protect customer data, respect marketing preferences, keep access accurate and explain changes. They should never ask a buyer for a password, one-time code, full card number or bank login.

What does the buyer do?

Buyers should read the offer, the creator's details, price, delivery, access, refund policy and support info before paying. They should use an email they control and keep payment and account details private. For problems with delivery, quality, a booking, a service or a refund, the creator is normally the first contact.

If a card is used without permission, the buyer should call their card issuer right away. Suspected fraud, impersonation, abusive content or security problems can be reported to Tapmy with safe evidence.

What does Tapmy do?

Tapmy runs the creator platform and its tools. It can help look into platform errors, account access, reported content and support cases. Tapmy is not the merchant of record and is not the seller of a creator's offer.

Tapmy takes no fee on Free, 3% of your sales on Pro and 1% on Max. Standard payment processing fees from Stripe still apply, as they do on every platform. Your plan decides which features and limits you get, such as sales per month, and you can compare them on Pricing. A plan never replaces the creator's duty to deliver what was sold.

What does Stripe do?

Stripe processes the payment and sends the payout to the creator. Stripe also sets payout timing. Stripe's processing fees are separate from Tapmy and are set by Stripe. A payment can be pending, failed, refunded, disputed or paid out at different times, and an order or revenue number in Tapmy is not a bank payout.

Do not send card or bank details through ordinary messages. Use the official payment page, and your bank for card-security issues.

Who handles which problem?

• Missing download, course, community, booking or service: the creator first, then Tapmy if it looks like a platform bug.
• Refund request: the creator's policy and support route. Dispute rights stay with the buyer's card provider.
• Duplicate or unknown charge: the creator, the Tapmy charge guide and your card issuer.
• Hacked account or phishing: secure your accounts and contact Tapmy.
• Payout status: the creator's connected Stripe account.
• Fraud, impersonation, abuse or rights claims: Tapmy's reporting route.

Checklist

• The request reaches whoever controls the outcome.
• Nobody promises a refund, payout or enforcement decision that is not theirs to give.
• Buyers know who is responsible for delivery.
• Payment secrets and customer data stay private.

When more than one party is involved

Some problems cross roles. A creator may owe delivery while Tapmy checks a missing-access bug and Stripe holds the payment state. Describe each part separately instead of expecting one party to explain it all.

Taxes, payout timing, Stripe fees, currencies and dispute fees depend on the creator's location and Stripe account, so check Stripe for exact figures.

Related guides

Read Tapmy and payment data or Report fraud, impersonation, or abusive content, or contact Tapmy Support when the issue is with the platform.