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Processing a refund for Wix users

**⚠**️ Please scroll down the page to see the new Wix refund process.

All payments for apps purchased through the Wix App Center are handled by Wix. Cancellations must be made through the Wix Editor (This article walks the user through the process).

Refunds are also handled by Wix. We only refund Wix users if they have duplicate upgrades. These are common examples:

  • User has two sites and they either purchased on the wrong site or they re-purchased on a new site.  
  • They purchased an upgrade on POWr and Wix and they want to keep their POWr upgrade.
  • They purchased an upgrade on the wrong app
  • Our app has a critical bug

If you encounter a Wix User who deserves a refund per our conditions, you will have to request it from Wix. Before proceeding, make sure you have the necessary proof. 

  1. Copy of original POWr app purchase receipt. See the Wix invoice below.
  2. Copy of an app purchase cancellation confirmation. 
  3. Proof of a second upgrade. This can be another Wix invoice. 
    • For a different POWr app
    • Through a different provider
    • For a different Wix website
  4. Reason for canceling the app upgrade

Wix app purchase invoice: FIX: BROKEN_ATTACHMENT (original: https://help.powr.io/hc/article_attachments/360027842294/2019-03-05_at_1.44_PM.png) Once you have confirmed all the necessary details, create a new ticket and make billing.developers@in.wixanswers.com the requester**. I**nclude the following information in your refund request to Wix:

  • Reason for Refund: 
  • Invoice ID (on Wix): 
  • User Email: 
  • Site URL: 
  • App Instance ID: 
  • Should Wix cancel the subscription? 
  • Refund amount? Full or partial refund?

DO NOT cc the user to the ticket. Wix does not want the user to be cc'ed. Instead, add an internal note to both the original ticket and the refund request and include the link to the related ticket. Follow up with the user when Wix has confirmed the refund has been processed. 

Updated refund for Wix users 2023

To refund Wix users please use the macro "Billing and refunds through Wix Developers' Center."

We will need the Invoice ID, Amount, Date and Wix invoice Screenshot.

FIX: BROKEN_ATTACHMENT (original: https://help.powr.io/hc/article_attachments/11698123040279)

Once you received all details, go to https://dev.wix.com/apps/ login as powrhelpsocial@gmail.com. Find credentials in Lastpass.

FIX: BROKEN_ATTACHMENT (original: https://help.powr.io/hc/article_attachments/11698145668503)

Steps:

1. Open the app in https://dev.wix.com/apps 

Press on CTRL + F and search your app (ex: Countdown timer)

2. Go to "Payouts"

FIX: BROKEN_ATTACHMENT (original: https://help.powr.io/hc/article_attachments/11698203899799)

3. Open "Transactions"

FIX: BROKEN_ATTACHMENT (original: https://help.powr.io/hc/article_attachments/11698210271895)

4. Select the month of payment

FIX: BROKEN_ATTACHMENT (original: https://help.powr.io/hc/article_attachments/11698225239319)

5. Copy the invoice number from Wix invoice

FIX: BROKEN_ATTACHMENT (original: https://help.powr.io/hc/article_attachments/11698229442839)

6. Search the invoice by invoice No. by pasting it into the Search bar.

FIX: BROKEN_ATTACHMENT (original: https://help.powr.io/hc/article_attachments/11698325970583)

7. Once you locate the correct transaction click on three dots and click on the "Request refund" link.

FIX: BROKEN_ATTACHMENT (original: https://help.powr.io/hc/article_attachments/11698330457111)

8. Cancel the subscription, add the refund reason and click on the "Review the Request" button.

FIX: BROKEN_ATTACHMENT (original: https://help.powr.io/hc/article_attachments/11698335515799)

9. As a confirmation of a refund you will see the following screenshot (when you click on the "View Details" link) and the new ticket will come into Zendesk.

Example: https://powr-support.zendesk.com/agent/tickets/302048 

FIX: BROKEN_ATTACHMENT (original: https://help.powr.io/hc/article_attachments/11720949117975)

FIX: BROKEN_ATTACHMENT (original: https://help.powr.io/hc/article_attachments/11698337845783)

FIX: BROKEN_ATTACHMENT (original: https://help.powr.io/hc/article_attachments/11698393215767)

10. Send a response to the user that a refund has been issued and will be processed in 20 business days.