Product refund

Overview

After the customer has paid for a purchase, they may request a refund for their payment/license, for example, due to:

• Installation/activation problem

• Geographical restrictions

• Wrong product being selected

• Unsatisfactory delivery time

• Product delivery inability

• Same payment repeat, duplicate order

• ChargeBack

• Product dissatisfaction

The possibility of refunds in general and the period within which they are available after purchase are pre-agreed with you.

A refund can also be initiated on our end, for example, in the following cases:

• A technical error occurred during delivery of a product license (wrong license issued)

• Test order

A refund is issued for an order item – i.e., the price amount of the item returns to the customer in full. If the customer wants to return several units of one item (for example, 3 out of 5), we issue a full refund of all the units of this item in the order and offer to re-purchase the required number of units.

If the customer wants to replace one product with another, we offer them to get a refund for the purchased item and place another order for the desired product.

Refund Request

The customer can request a refund:

• Contact our support team

• Reach out to you

• Initiate a chargeback

The customer cannot independently get a refund from the order page.

If the customer contacts you, and you want to refund their order, you can do this by sending a refund request using:

• ESupport portal

• Orders API

Request Processing

All refund requests are processed manually and in compliance with you.

When processing a refund:

• The price amount of an order item is fully returned to the customer (incl. quantity, discount, VAT).

• If a product license has been saved on our end, it gets marked as deleted. Such a license cannot be re-sent to the customer.
  Please note that if you use the web service to deliver licenses, no additional requests will be sent to block a previously delivered license. You process license refunds on your end after you have received refund data.

If you send a refund request through the ESupport portal or Orders API, you can track its status through the ESupport portal.

As a result:

• If all order items have been refunded:

  • The order status changes to Deleted.

  • The additional delivery status (displayed in the ESupport portal) changes to Not delivered.

• If there are several items in one order and only some of them have been refunded:

  • The order status remains Paid.

• The delivery status of the order item (displayed in the ESupport portal) changes to Not delivered.

You can learn about refunds from:

• Webhooks
  After a product item is returned, you receive a webhook with event product.returned for this item. The refund amount is equal to the purchase price of this item and is transferred in parameter product.amount.

• Orders API
  If a product item is returned, the data for the corresponding product contains parameter products.return. The refund data is the same as in a webhook.

• ESupport order data:

  • An additional refund status is displayed in the general order information

  • There are messages about refunds in the order history section.

• If you send a refund request:

  • The request status on the ESupport portal changes to Request Complete.

  • Only if your request is sent through ESupport, you receive an email after it has been processed.

If the refund is not complete (your refund request is rejected):

• The request status on the ESupport portal changes to Refusal to refund.

• Only if your request is sent through ESupport, you receive an email after it has been processed.

Refunds in Payouts

When receiving payouts for the billing period in case of a product:

• If any products are returned during the same billing period as the delivery of the products, then such products are not included in the report.

• If the refund date and the delivery date fall within different billing periods, the products are included in two reports:

  • The product is included as a sale in the report for the billing period during which the product is delivered. The income from the sales of the product increases the payout amount.

  • The product is included as a return in the report for the billing period during which the refund is made. The income from the sales of the product is deducted from the payout amount.

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