Issuing refunds for web purchases

As a seller, you have a direct relationship with your customers; occasionally, your customers may reach out to you to request a refund. If you determine a refund is warranted, you can issue a refund directly through your OTT Admin for any purchases made via your OTT website. 

In this article

• Video
• How to issue a refund
• FAQ

Video 

Here's a video walkthrough of how to issue refunds for web purchases:

How to issue a refund

1. Navigate to your Customers Page - Customers > All Customers
2. Use the search bar in the upper right corner and enter the email of the customer requesting a refund.
3. Click on the Customer’s record 
4. On the left navigation, click on the tab Transaction history
5. You will see rows for each web payment. 
6. Click on the … to the far right of the payment **Only users with Admin/Owner permissions role will be able to issue refunds**
   • Selecting “Refund and Disable” will refund this purchase and revoke their access to the product. If the purchase was for your subscription, their subscription will be canceled and they will not renew.
   • Selecting “Refund only” will refund this purchase but the customer will still have access to the product. If they purchase your subscription, they will still be subscribed and will be charged again on their next billing date.
   • Selecting “Send Receipt to Buyer” will send a receipt of the transaction to the email list for this customer. If a transaction has been refunded, this option will send a receipt of the refund.
   • Selecting “Send Receipt to Me” will send a receipt of the transaction to the email of the Admin user currently logged into the OTT dashboard.  If a transaction has been refunded, this option will send a receipt of the refund.

7. The Customer will receive the funds back to their credit/debit card in 3-5 business days and they will receive an email with refund confirmation information. 

FAQ

Can I refund Subscription (SVOD) and Purchase/Rental (TVOD) purchases? Yes, you can issue refunds for any purchase made on the web, whether it was an SVOD or TVOD purchase. 

Who can issue refunds? Only members of your team with Admin/Owner roles permissions can issue refunds. Users with the Member role will not see this feature.

What is the difference between “Refund and Disable” and “Refund Only”? Selecting “Refund and Disable” will refund this purchase and revoke their access to the product. If the purchase was for your subscription, their subscription will be canceled and they will not renew. Selecting “Refund only” will refund this purchase but the customer will still have access to the product. If they purchase your subscription, they will still be subscribed and will be charged again on their next billing date.

If I have apps, am I able to refund app purchases? You are only able to issue refunds for purchases that occur through your ZenVideo OTT website and not through your apps. App platforms bill your customers directly, you will need to direct the customer to reach out to the platform where they purchased for a refund. You can provide them with this help document with instructions specific to each app platform. 

Is there a time limit on how long I can issue a refund? Yes, you will only be able to issue a refund to purchases that occurred in the previous 30 days. If you want to issue a refund for purchases made more than 30 days prior, please reach out to our Support Team.

I am not seeing the … next to a purchase on the Customer’s record, why not? The purchase is probably more than 30 days old or not a web transaction.