This article explains how to request a refund for unused Balance in Chargeback.io. This article applies to Balance top-ups only.

This article does not explain refunds for false positive or duplicate alerts.

Unused Balance refunds apply to Balance top-ups.

All billing descriptors must be fully unenrolled from all networks of all products under all of your accounts before the refund can be processed.

For example, if you use Deflect and Prevent, all descriptors of these products must have the status Unenrolled:

If any descriptor is still enrolled under any network, then the refund request cannot move forward yet.

Submit the billing descriptor unenrollment form to unenroll your Prevent billing descriptors. To unenroll from Deflect solutions, you will need to reach out to support for the time being.

We're working on making it so you can also use the form to unenroll descriptors from Deflect.

Wait until your billing descriptors are fully unenrolled from every alert and Deflect solution across all of your business accounts. All affected descriptors must show Unenrolled, not Pending Unenroll.

After unenrollment is complete, contact Chargeback.io support and request the refund for your unused Balance.

If the refund is approved, then the team processes the refund and sends confirmation.

Card top-ups paid directly to Chargeback.io are refunded against the original card payment.

Top-ups billed through Shopify are handled through Shopify billing. The refund may take additional time to appear after it is issued. If your original payment method is no longer active, tell support before the refund is processed.