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Refund Policy

Overview

Refund decisions are at the discretion and internal policy of Sellers.

Order Refund Policy and Chargebacks

Refund Policy

When we receive a refund request from a customer, we usually direct the request to Seller support contact so that Sellers handle refund requests. Generally speaking, the only time that we refund an order without consulting you is when a customer who has purchased with a credit card contacts us about a fraudulent charge. In this case, we refund the order to prevent a chargeback. Credit card refunds can generally be done up to six months after an order, but PayPal has a 90-day refund limit.

Chargebacks

Chargebacks are different than refunds. A chargeback is a return of funds to a cardholder, forcibly initiated by the card's issuing bank. The cardholder signs an affidavit with their credit card provider claiming they did not make the purchase. The card's issuer then notifies FastSpring of the return of funds after-the-fact; a chargeback is not a request.

Refunds with Split Accounts

In a situation where you have a split account, your partner takes a certain percentage of the sales or a certain percentage of the revenue that remains after the FastSpring fee.

Example 1: Fixed Percent of Sale Price

The customer paid $100 for your product and your partner gets a 70% split. $100 goes into your account, and then part of it comes out for the FastSpring fee. In this example, the FastSpring fee is $5.00 (your actual fees may vary). $5.00 would come out of the $100 order, leaving your account with $95.00. Then your partner's 70% split would be deducted next and paid into their account; that is, ($100 x 0.70), or $70. This would leave ($95 - $70), or $25, credited to your account.

If there is a full refund, the $70 is removed from your partner's account and put back into your account. FastSpring returns the $100 from your account to the customer and retains the order fee.

Example 2: Fixed Percent of the Revenue

The customer paid $100 for your product and your partner gets a 70% split. $100 goes into your account, and then part of it comes out for the FastSpring fee. In this example, the FastSpring fee is $5.00 (your actual fees may vary). $5.00 would come out of the $100 order, leaving $95.00. Then your partner's 70% split would be deducted next and paid into their account; that is, ($95 x 0.70), or $66.50. This would leave ($95 - $66.50), or $28.50, credited to your account.

If there is a full refund, the $66.50 is removed from your partner's account and put back into your account. FastSpring returns the $100 from your account to the customer and retains the order fee.

Refunds for Bank Transfers

Bank transfers are typically not refundable, but there are alternate ways FastSpring can refund the order.

  1. If the customer has a PayPal account, we can create a manual refund through PayPal. This is the easiest option.
  2. If the customer does not have a PayPal account:
    • We can send the customer a USD check. If the customer is outside of the United States, before sending the check, we need to verify that the customer can deposit it. There is a $10 fee for sending a check, which we deduct from the refund amount.
    • We can send the customer a bank transfer manually. There is a $30 fee for a manual bank transfer, which we deduct from the refund amount.

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