Refund Requests

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 refund request that is being processed or have been completely fulfilled

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

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: [order status]
  Possible refund request statuses:	full refund completed partial refund completed refund failed