Customer requesting refund for recent purchase or auto-renewal charge.
RefundsVerified: Jul 14, 2026
Resolution Steps
- Identify the specific product and purchase date — refund eligibility varies by product type.
- Check the standard refund window: domains 5 days, hosting 30 days, most other products 30 days.
- Verify the product has not been actively used — used products (email sent, site published) may not qualify.
- Confirm the customer's reason for the refund — this affects eligibility and processing path.
- For auto-renewal refunds: check if the renewal was within the last 30 days and the product is unused.
- Process eligible refunds directly from the Billing & Payments tool if within your authorization level.
- Advise the customer that refunds typically appear on their statement within 5–7 business days.
- If the product was used or outside the refund window, explain the policy clearly and offer alternatives.
- Document the refund reason in the account notes for audit purposes.
Say This
"I completely understand — let me look at this right now and see what options we have for you. [check purchase date and product usage] Okay, I can see the charge for [product] on [date]. [If eligible:] The good news is this falls within our refund window and I can process that for you right now. You should see the [amount] back on your [card type] within 5–7 business days. [If not eligible:] I want to be straightforward with you — because [reason: product was used / outside the 30-day window], this purchase falls outside our standard refund policy. I know that's not what you were hoping to hear. What I can do is [offer alternative: account credit, partial refund if applicable, or escalate to billing specialist for review]. Is there anything else about your account I can help you with today?"
Quick Links
Escalate When...
- Refund request is for a charge flagged as potentially fraudulent — escalate to fraud team immediately.
- Customer is requesting a refund on a charge already in chargeback with their bank.
- Refund amount exceeds your authorization level — escalate to billing specialist.
- Customer is requesting a refund outside the policy window and is threatening legal action.
- Multiple refund requests on the same account within 90 days — flag for review.