Knowledge base
Self-Service Refunds
Refund a recent credit top-up yourself
Recent purchases can be refunded from the billing history without contacting support. The refund goes back to the original payment method.
Where to find it
Every paid top-up in the billing history has a refund button. When the top-up can be refunded the button is active; when it cannot, the button is disabled and its tooltip says why.
Open Billing → Transactions in the organization settings.
What can be refunded
| Purchase | Window | Conditions |
|---|---|---|
| Credit top-up | 14 days | Your most recent top-up, with less than 20% of its credits used |
Only the organization owner can request a refund, and each purchase can be refunded once.
Refunding a top-up removes its credits from your balance once the refund completes. Refunds cannot be undone.
Requesting a refund
- Open the billing history for the product and find the charge.
- Click Request refund.
- Pick a reason. A short explanation is required when you choose Other.
- Confirm with Request refund.
Why a refund is unavailable
| Message | Meaning |
|---|---|
| Refunds are available for 14 days after purchase | The refund window has closed |
| Only your most recent purchase can be self-refunded | A newer top-up exists |
| More than 20% of these credits have been used | Usage is above the refund threshold |
| Only the organization owner can request a refund | Ask the owner to request it |
| This purchase has already been refunded | The charge was refunded before |
For anything these rules do not cover, contact support.
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