Refund requests

Overview

You can request an order refund if the following conditions are met:

• Order status is Paid

• Order cost is greater than zero

• There is no other refund request processing of which has not yet been completed. In such a case, the order will have an additional status: Refund request has been sent or Refund info is being updated

Send Refund Request

To send a request:

• Go to the ESupport portal

• Use the search form to find the order you need

• Click on the Request refund button in the Total block
  If there is no button, then no request can be sent (see the conditions for sending a request above)

• Fill in a refund reason in the window that opens
  Maximum number of characters is 500

• Click on the Send button

Request Processing

After sending a refund request, the order gets an additional status: Refund request has been sent
If during processing changes happen to the order, its status will change to: Refund info is being updated

When a refund request is complete:

• The status will change accordingly:

  • Request has been completed - refund request is fulfilled

  • Refusal to refund - refund request has been declined, for example, if the dispute cannot be resolved otherwise

• The following notification will be sent to the email of the customer who sends a refund request:

  • From: esupport@noventiq.com

  • Subject: [Esupport] Refund request for [order id] has been completed

  • Content: Your refund request for [order id] has been completed with result: [request status]

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