Returns, Refunds & Chargebacks
The app processes returns, refunds, and disputes taking away the customer's access to whatever they returned and putting unused license keys back in stock where it's safe to. What events are processed and how they are handled is controlled by settings like Chargeback Processing.
Returns
| Event | Content | License keys |
|---|---|---|
| The customer requests a return | Unavailable once every unit of the line item is being returned. A partial return leaves content available. | Keys for the returned units are returned, so the customer can't see them, but stay on the order. They aren't restocked yet, in case you decline. |
| You approve a return, or create one yourself | Unavailable once every unit of the line item has been returned. | Keys for the returned units are returned, if they weren't already. Keys the customer never revealed then go back in stock, if Auto Restock Inventory is on. Revealed keys stay returned. |
| You decline a return | Available again. | Assigned back to the customer. |
Refunds
| Event | Content | License keys |
|---|---|---|
| You refund items, or remove them from the order | Unavailable once every unit of the line item has been refunded. | A key is taken back for each refunded unit, starting with the keys revealed the fewest times. It goes back in stock if it was never revealed and Auto Restock is on, and is returned otherwise. A key on an item with an open return is left to the return. |
Chargebacks
| Event | Content | License keys |
|---|---|---|
| The customer opens a dispute, with Chargeback Processing on | Unavailable on every line item of the order. | Every key on the order is returned. If you chose to restock in the setting, keys the customer never revealed go back in stock instead. |
| The customer opens a dispute, with Chargeback Processing off | No change. | No change. |
Processing a chargeback also turns off order reconciliation for the order, so nothing changes it again automatically.
Any dispute counts, even one you go on to win. Access isn't restored automatically when a dispute closes. If you win and want the customer to have their order back, restore it yourself. See Editing an Order.
When keys go back in stock
The app only restocks a key automatically when it's safe to sell again. All of these must be true:
| Condition | Why |
|---|---|
| Auto Restock Inventory is on, for your store or for the product | You decide whether keys are reused at all. |
| The customer never revealed the key | A revealed key may already be in use. |
| The order was placed after you installed the app | The app has no reveal history for older orders. See Orders From Before the App Was Installed. |
A key that doesn't qualify stays returned: attached to the order, unavailable to the customer, and never sold again. You can still restock it yourself if you know it's safe. See Returning and Restocking Keys.