What information should I include in a refund request?

Refund inquiries that include the right context get answered faster, more accurately, and more often in your favour. Our refund analyst pipeline is an LLM grounded on the published refund policy and on every signal we already have for your account (invoices, recent verifications, Stripe charges, subscription state). When you give the form enough to work with, the analyst can recommend approval without bouncing the inquiry back to you for clarification.

The five things every inquiry should contain

1. The invoice number or transaction date. If you used the in-app modal from Invoices & Receipts, this is pre-filled. If you wrote in by email, paste the invoice number from the bottom of the receipt.
2. The amount. Numeric, in USD. This helps us match against the right payment_transactions row when several charges happened the same day.
3. The payment processor used. Stripe, Paddle, or crypto via CoinPayments. Each one has different refund mechanics — Stripe refunds in 5-10 business days, Paddle has to be initiated on their side, CoinPayments is a manual payout. Knowing which one you used lets us route the inquiry correctly.
4. What went wrong, in one or two clear sentences. "Subscription billed me on the 12th but I cancelled on the 10th" beats "I want my money back" by an enormous margin.
5. Any related ids. Verification task ids if a batch failed mid-run, bulk upload job ids if the upload crashed, API request ids if a programmatic call failed. These let us trace the exact failure in our logs.

Examples of strong inquiries

What not to include

Skip the rant. Skip the threat of a chargeback (it almost always backfires — see the refund policy for what chargebacks trigger). Skip irrelevant background. Our analyst reads every word, but lean, factual inquiries reach an admin reviewer with a clean recommendation attached. Rambling inquiries get routed to the escalate queue, which is slower.