Orbit is a fan rewards service operated by Phaeros Inc. for participating artists, labels, merchants, and other organizations. Shopify does not operate or support Orbit.
Contact support: hello@phaeros.co
What we can help with
Contact us if you need help with:
- signing in to or accessing your Orbit account;
- a points balance, reward, or redemption shown in Orbit;
- a purchase- or refund-related points adjustment that appears to be missing or incorrect in Orbit;
- a privacy request, including access, correction, or deletion; or
- an account-security concern.
For merchandise, fulfillment, shipping, returns, refunds, warranties, event access, and artist-specific program rules, contact the participating artist, label, merchant, or organization first.
Orbit does not sell merchandise, process payments, fulfill orders, or issue or manage the underlying transaction or refund.
Points and refunds: quick answers
How are points calculated?
Unless the participating program states otherwise, Orbit awards 100 points per eligible U.S. dollar of eligible merchandise.
Currently, Orbit supports USD transactions only. Non-USD transactions are not eligible for Orbit points.
Orbit uses the final eligible line-item amounts reported by Shopify and does not independently recalculate discounts.
Points are awarded after Shopify confirms that an order is paid.
Shipping, taxes, duties, tips, gift-card purchases, and other non-merchandise charges do not earn points. Buying a gift card does not earn points. Eligible merchandise purchased using a gift card may earn points.
What happens to points after a refund?
Orbit reflects the final eligible refunded line-item value reported by Shopify for refunds, chargebacks, cancellations, and other adjustments.
A reversal cannot exceed the points originally awarded for the applicable eligible purchase. A cancellation before points are awarded earns no points. If points have already been awarded, applicable points are reversed.
Refunds and other adjustments can cause a points balance to become negative. If this happens, the balance may be shown as negative while the tier or progress measure displays zero until the balance rises above zero.
Rewards cannot be redeemed while the actual points balance is negative.
Orbit does not process or determine refunds. If you have a question about the underlying purchase, refund, cancellation, chargeback, shipping, return, or other transaction, contact the participating artist, label, merchant, or organization.
Do points expire or work across artists?
Points do not expire.
Earned digital rewards remain valid, although a specific reward may have its own stated availability, expiration, or other restrictions.
Where the applicable program permits it, points can be redeemed across artists within the same label or workspace. Points cannot be redeemed across unrelated labels or workspaces.
My points adjustment is missing or incorrect. What should I send?
If a purchase, refund, cancellation, chargeback, or other transaction appears to have resulted in an incorrect points adjustment in Orbit, please include:
- the participating organization;
- the email address associated with your Orbit account;
- the approximate date of the transaction or adjustment;
- the order number, if available; and
- a short description of the points issue.
For questions about the underlying purchase, refund, cancellation, chargeback, shipping, return, or other transaction, contact the participating artist, label, merchant, or organization directly.
Do not send payment-card details, passwords, access tokens, or other sensitive information by email.
Account and privacy requests
To request access to, correction of, or deletion of personal information, email hello@phaeros.co with the subject line “Privacy Request.”
We may need to verify your identity before completing a request.
Send access or deletion requests to hello@phaeros.co. We verify the requester’s identity or authority, track the request, and confirm its outcome.
Orbit account deletion
Orbit account deletion is currently handled as a verified, support-assisted process rather than fully automated self-service deletion.
When you request deletion, we may need to review your identity, account, workspace or organization relationships, rewards, transactions, and applicable retention requirements before completing the request.
Deleting an Orbit account ends access to that account’s points, rewards, and program participation.
Account deletion does not necessarily mean that every associated record is immediately deleted. Some information may need to be retained where permitted or required for legal, security, accounting, dispute-resolution, fraud-prevention, audit, privacy-request, or other legitimate purposes.
A subsequently created Orbit account is a new account and does not automatically restore a deleted balance or history.
Shopify privacy requests
Shopify customer and merchant privacy requests are handled separately from general Orbit account deletion.
Where applicable, Orbit processes Shopify privacy requests through the required Shopify mechanisms, including customer data request, customer redaction, and shop redaction workflows.
Depending on the request, Shopify-derived customer, order, refund, purchase-attribution, or other related information may be deleted or deidentified.
Deleting Shopify-derived information may affect associated purchase or reward history and any reward balance that depended on that information.
An independent Orbit account may remain where it is not itself subject to deletion.
See the Privacy Policy, Customer Data Policy, and Data Retention Policy for more detail.
For artists, labels, and merchants
If you administer an Orbit program, support can help with:
- account and workspace access;
- Shopify connections;
- program administration;
- points and reward questions; and
- customer-data and privacy questions.
Disconnecting Shopify stops new Shopify-derived purchase attribution. It does not automatically delete the organization’s Orbit account, existing reward balances, or every associated record.
Program termination uses a 30-day wind-down period, unless a different period is required by applicable law or a written agreement.
During the wind-down:
- no new Shopify-derived points are awarded;
- existing points remain associated with the applicable program; and
- existing eligible rewards remain available for redemption, subject to applicable reward conditions.
After the wind-down period ends, the program closes and redemption is disabled.
Label users can access only artists and program information their accounts are authorized to access.
Where available, aggregate audience-overlap insights may show information such as the number or percentage of fans shared between associated artists. These insights do not expose an individual fan’s cross-artist identity.
Artist contact information
When an artist accepts a label invitation, Orbit may store the artist’s verified Orbit account email as a contact email snapshot associated with that artist-label relationship.
Authorized members of the active label workspace may access this relationship-level contact information for legitimate program and relationship administration.
If the relationship ends or the relevant account is erased, the relationship-level contact snapshot is removed subject to applicable retention requirements.
If an invitation expires or is cancelled before acceptance, the invitation email is removed and no artist contact record is created for the label.
Security concerns
For a suspected vulnerability or security incident, use the Security / Incident Contact process.
Do not include passwords, access tokens, payment information, or unnecessary customer data in an initial report.
For general security information, see the Security Policy.
Contact
Phaeros Inc.
Email: hello@phaeros.co