Skip to main content

Request refunds

Cleverbridge provides refund self-service as an option for your customers. With this functionality, customers can request a refund for a purchase or subscription without contacting your support team first. This gives your customers a clear and convenient refund path, helps reduce routine support requests, and supports a smoother post-purchase experience.

Refund self-service process​

The refund self-service process includes several validation and confirmation steps. After customers submit the refund request form, Cleverbridge checks whether the purchase exists and whether it is eligible for an automatic refund. If the purchase is eligible, customers receive an email with a Start Refund link and must confirm the refund before it is processed. If the purchase is not eligible, customers are asked to contact the Customer Service team.

The following diagram shows how Cleverbridge validates, confirms, and processes refund self-service requests.
Refund diagram

Requesting a refund​

Customers can access refund self-service by selecting Request a Refund in the Cleverbridge Customer Help Center or by opening the Refund Request page directly.

Request a refund button

To request a refund, customers enter their email address, Cleverbridge reference number, and refund reason.

Refund request form

Available refund reasons include:

  • Unwanted auto-renewal
  • Product dislike or dissatisfaction
  • Wrong product ordered
  • Installation or technical issue
  • Duplicate order
  • Technical support dissatisfaction
  • Delivery missing or not received
note

Refund self-service supports full refunds. Partial refunds are not possible through the self-service page.

Automatic refund eligibility​

Whether a purchase or subscription can be refunded automatically depends on several factors:

  • Type of refund: Only full refunds can be processed automatically. Partial refunds and VAT refunds cannot be processed through refund self-service.
  • Your refund policy: Your refund policy must allow Cleverbridge to process refunds without approval or further communication.
  • Payment method: Automatic refunds are available for credit cards, PayPal, Apple Pay, Alipay, direct debit, and Amazon Pay.
  • Purchase date: Your refund policy may define the time period within which a purchase or subscription can be refunded.
tip

You can check your refund policy and refund self-service setup in SCM.

To find this information:

  1. In SCM, go to Settings > Clients.
  2. Find the client account you want to check.
  3. Open the three-dot menu (...) for the client account.
  4. Select View client policies and procedures.
  5. In the Policies and Procedures panel, expand Refund.

The Refund section shows whether refund self-service is activated for the client account and includes refund-related notes or exceptions, such as whether licenses are deactivated after a refund.

Learn more about refund self-service​

For more information, including examples from the customer and client perspective, see Refunds made easy.

Add refund self-service to your support page​

You can add the link to refund self-service directly to your own support page, so your customers can find it more easily.

Example wording:

Within ___ days of your product download purchase, you may request a full refund, for any reason, using the [self-service refund](https://www.cleverbridge.com/refund/) option. This self-service option allows you to get a refund quickly if all requirements are met.

Did you find this doc useful?