POWR Internal Refund Policy

Refunds:

Official Refund Policy From 12/7/17:

"Refunds are issued for yearly and biennial subscriptions if cancelled within 5 days of initial purchase. Refunds are not available for monthly upgrades. Terminating a subscription mid-billing cycle will not result in a refund, unless you are an annual or biennial subscriber and are cancelling within 5 days after the initial purchase."

When do we send people refunds?

Scenario #1: User purchased a 1 or 2-year upgrade:

• Full refund: If they write in or cancel within first 5 days after upgrading.
• No refund: If they cancel after 5 days have passed. Give them a higher plan until end of billing period to try to suck them back into using POWr.
• Exception: User is affected by bug

Scenario #2: 1-year or 2-year renewal:

• Full refund: If they write in or cancel within first 5 days after upgrading.

Scenario #3: User purchased 1-month upgrade:

• No refund because they will continue having the features available until end of month.
• Full refund: If the user complains about recurring charges, refund latest payment
• Full or partial refund: If user goes batshit crazy, threatens with chargeback dispute or other crazy stuff, refund last 2 payments but let them know we are not required to.
• Full or partial refund: If user purchased the incorrect app and has already purchased the correct upgrade. Or, if they have multiple accounts and they upgraded the wrong one.

Scenario #4: User purchased upgrade via Wix App Market:

• Regular POWr refund policy does not apply because Wix only allows cancellations at end of billing cycle. Only exceptions we make if user has a duplicate upgrade (two app types or two separate sites). We need to approve refund before Wix can process it for user. Get all the necessary documents from user (original invoice, cancellation copy, reason for cancellation). See this article: https://www.powr.io/plugins/form-builder/view/9574137?mode=page

Scenario #5: User purchased upgrade through **Shopify App Market: **

• For Shopify users we have more soft refund policy since we were getting a bad reviews which are negatively affecting on our sales in this important P1 platform. Please be advised that we cannot see exact charge date through our TSH since Shopify has their own billing cycle. Find more info in this article https://help.powr.io/hc/en-us/articles/360041581294-Shopify-refund-billing-Cycle-  Please find our new Shopify refund policy here https://powr-support.zendesk.com/knowledge/articles/1500005159062/en-us?brand_id=3834367

 

How to refund

1. Find the user's TSH page
2. Find the transaction they want refunded
3. Click the Refund button next to it
4. Enter the refund amount (typically, the full amount).
5. Confirm

FIX: BROKEN_ATTACHMENT (original: https://help.powr.io/hc/article_attachments/360002298673/mceclip0.png)

The refunded amount and refund date will now appear in the Refund column.

Errors when trying to refund

If you run into an error when trying to refund, there are a few possible reasons for that:

1. If the user is on Shopify, they might have already uninstalled the app from their store. In that case, POWr loses permission to access the user's billing. More details about this, here. 
2. The charge hasn't been confirmed yet. If the transaction isn't posted yet, we can't refund it. Check back a couple of days later to see if the charge is now refundable. If it isn't, it's possible the upgrade cancellation went through while the payment was still on-hold. Nothing to do in this case, the user won't have the money taken out of their account so no refund necessary.
3. The charge was already refunded under the old system. We used to do it directly through Braintree and PayPal. In that case, you wouldn't see a record of it in TSH but the refund still won't go through because PayPal/Braintree will know it's already been refunded.