Refunds, cancellations and your fee

Think of the fee like ad spend. Once a conversation has brought in a sale, the work is done, so a later refund to your customer doesn’t change the fee.

Refunds

If you refund a customer for an attributed order, in full or in part, the fee for that order stays as it is. That’s true whether the refund happens before or after the invoice. Your order form says the same: “Refunds don’t change fees already earned.”

Cancelled orders

Orders cancelled before they’re billed are left out. They show on the invoice as “Less orders cancelled before billing”. An order cancelled after its invoice was charged stays billed, the same as a refund.

Test orders

Test orders aren’t billed.

If we made a mistake

If we ever bill something we shouldn’t have, we add a credit. It shows on Billing › Credits and comes off your next invoice as “Credit applied”.

The full policy is on our Refunds page.