Have you recently made a purchase and, for some reason, regretted it and want to ask for a refund? Don’t worry! This usually happens both in the digital environment and in physical stores. After all, buying something and then realizing that it wasn’t exactly what you wanted is more common than you think.
And if you came here looking to learn more about ‘s refund policy, you’re in the right place. In this post, we’re going to tell you all about how digital product refund requests work on our platform. Continue with us.
What is ‘s refund and return policy?
Every Producer, when registering their product on the platform, must establish warranty terms for their product that vary between 7, 15, 21 and 30 days.
It is this guarantee period that allows buyers to request refunds of their purchases in the event of withdrawal or any other reason that causes this type of request.
Find out how to proceed in the event of a refund at
In the event that you need to request a refund of the purchase value, the first step is to verify if the purchased product is still within the warranty period.
To find out what the term is, just check the “purchase terms” on the product payment page or check it directly in the email you receive when you complete the purchase, where you will find the seller’s support contact.
Afterwards, it is important to make the request according to the payment method used. The reimbursement can be requested in purchases with credit card, bank debit, payment request and local means of payment.
VIDEO | How to track the refund I requested | Help Center
How to request a refund at ?
- Go to the refund request page
- Inform the transaction code and the email used in the purchase.
The transaction code for your purchase is in the email you received when your payment was confirmed. It is made up of 2 letters and some numbers, for example, HP000000000 - The next stage is the security check. You will receive a token in your email. Copy and paste it into the Verification Code field.
Important: the token will be valid for 15 minutes. However, in the case of 3 failed attempts to report the code, the token will be invalidated and the whole process will be restarted. - Select the reason for the refund request and complete the other information
- click on To finalize
- Next, you will receive an email so that you can report your bank details and we can make the refund.
After the request is made, a message is sent directly to the person who sold the product to analyze the order. Then, the seller has a period of 5 days to release the refund or contact you.
If this doesn’t happen before the end of this period, don’t worry! Our system will automatically send your request to the team responsible for making the refund.
In what situations can you not ask for a refund?
As we told you before, the refund must always be requested within the guarantee period. Therefore, stay tuned, because, in the event that the term has already expired, it may be that you will not be able to receive the purchase values.
has no autonomy to refund purchases where the warranty period has already expired. But in cases like this, you can also communicate directly with the Producer support team to see if anything could be done. However, it is very important that you remember that in this case it is a request outside the conventional guarantee period and it will not always be possible to make a refund.
I requested a refund from and it still hasn’t arrived
If you have already requested a refund, you can . It is just inserting the transaction code and the email with which you made the purchase.
When you request a refund on our platform, the Producer has up to 5 calendar days to release your refund. During this time, the Producer may contact you to verify the reason for your order.
After 5 days, how is the refund process carried out?
Most refunds are made to the same payment method chosen at the time of purchase. You can accompany the return of the values directly in your bank account, account statement of the card used or payment statement.
It is very important to understand that the payment system responsible for your refund has its own processes and deadlines to release your payment. That is, many times what will determine when you will receive your money back is the payment method chosen at the time of purchase.
1. If your request was made within the product warranty period.
If the Producer does not contact you or if you have not received a confirmation email within this period, will start the refund process automatically after the maximum period established.
2. The warranty period of the product has already expired, but I requested a refund before the expiration date.
You can contact our support team so that our team can check the status of your request. In this case, it is very important that you remember to attach the image of the refund request.
3. The warranty period of the product has already expired and I did not apply for a refund in time.
You can contact the Producer support team to see if anything can be done for your specific case. However, it is very important to remember that when the warranty period has already expired, it is not always possible to make a refund.
I am a Producer and I received a refund request, how do I proceed?
If you are a Producer and you came to this post to understand more about refunds, here we will show you what to do in case you receive a request. Imagine that a student bought your course, but for some reason, he did not adapt to the schedule, he did not manage to follow the group and that is why he asked for a refund.
Stay calm! You will be able to get in touch, clarify the client’s doubts and try to reverse this situation. If even so he decides to proceed with the refund, the best way is in fact to return the values.
- Whenever a buyer makes a refund request for a purchase, you will be automatically notified by and by them as well.
- The request can occur due to various factors, therefore, it is always good to be attentive in the event that the frequency is high.
- In the event that you do not manifest or release yourself before the end of the period established in the notification, our system will automatically refund the buyer.
To accept a refund request, just follow the step by step.
- Login to the platform
- In the left side menu, click on sales
- Then choose the refund option
- A screen will be displayed and you will be able to consult the refund request received and you will be able to accept it and then the amounts paid will be returned to the buyer.
We know that for those who work with the sale of digital products, refund requests always deserve special attention. Therefore, whenever you receive any notification, pay attention to the deadlines and remember to always keep your product updated. Take the time to make improvements and ensure that your buyers always have the best experience with your product.
I am an Affiliate and the product I sold received a refund request
Well, think of yourself as an Affiliate for the product in the example above. If the person bought a product through your Affiliate link, and then requested a refund, all values will be returned normally as in any refund case. Both the Producer commission, the Affiliate commission as well as the fee will be refunded.
Access the Help Center channel to learn more about refunds
In addition to the Help Center, the main channel for answering questions about solutions, you can also count on the Help Center. Our YouTube channel has to navigate and solve doubts in a few minutes. The videos have subtitles in Spanish, French, Portuguese and English.
Help Center has various videos on various topics and is a quick and practical way to learn the step-by-step configuration of the main tools.
Until next time!
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