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:
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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