What it is
The Owner can ask for a refund of the current billing period, on its own or when cancelling. QualiFlow works out the amount, shows it before you send the request, and our team reviews it. You see the status in Settings → Billing.
How to use it
- Open Settings → Billing and choose to ask for a refund, or tick the refund box when you cancel.
- Read the amount and how it was worked out.
- Add a reason if you like, and send it.
- Follow the status under Refunds. You also get a bell notice and an email when it is decided.
- You can also ask Nora: she shows the amount on a card, and nothing is sent until you select Confirm.
- For an add-on pack, open Settings → Billing → Refunds → Add-on packs and select Request next to the pack (or ask Nora for that pack). The button shows only while less than 30% of the pack is used.
What the data means
The window: monthly plans can ask within 20 days of the start of the period, quarterly plans within 1 month, annual plans within 3 months. After that the amount is $0.
The amount: what you paid for the current period, minus what can't be refunded, times the share of the period you haven't used. That share is 100% minus the larger of: how much of the period has passed, and your highest use of credits, minutes or SMS. For example, 25% of the month passed and 10% used means 75% of the refundable amount. It is never below $0.
Can't be refunded: the onboarding fee once onboarding has started and the texting registration fee. Recurring add-ons (priority support, extra seats, numbers and storage), and their prorated charges, are subscription time and are refunded by the same formula.
Add-on packs: a pack (AI credits, call minutes, SMS or campaign emails) can be refunded on its own while less than 30% of it is used. The refund is the pack price minus the value of what you used, at the pack's own per-unit price: a $100 pack with 20% used refunds $80, and a custom amount of $110 for 5,555 credits with 1,111 used refunds $88. At 30% or more used it can't be refunded, and Refunds → Add-on packs says so, for example "This pack is 42% used, so it can't be refunded (refunds need under 30% use)." While we review a pack refund (1–3 business days) its unused part is on hold; if we decline, it comes back.
Status: pending (being reviewed), approved, refunded (the money is on its way to your card), declined (with our note) or failed. Only one request can be open at a time.
Possible issues and fixes
It says the amount is $0
Symptom: The refund amount is $0.
Why: The refund window has ended, or the period is used up by time or usage.
Fix: Nothing more can be refunded for this period. Ask our team in Support if something went wrong.
How to check: The amount and the window end date are shown with the request.
It says a refund request is already being reviewed
Symptom: "A refund request is already being reviewed."
Why: Only one request can be open at a time.
Fix: Wait for the decision on the open request.
How to check: Its status changes to approved, refunded or declined.
