{"__v":21,"_id":"556f737d9893290d00988cdd","category":{"__v":6,"_id":"556f6b2aebba950d008e951a","pages":["556f727cfc3aa80d00e1ac57","556f72cafc3aa80d00e1ac59","556f737d9893290d00988cdd","556f74989893290d00988cee","556f75109893290d00988cf1","556f7573fc3aa80d00e1ac6e"],"project":"555e500957fe0a0d00c8f1e7","version":"555e500957fe0a0d00c8f1ea","sync":{"url":"","isSync":false},"reference":false,"createdAt":"2015-06-03T21:01:30.170Z","from_sync":false,"order":3,"slug":"payments","title":"Running a Campaign"},"project":"555e500957fe0a0d00c8f1e7","user":"550c941bd1063b2d00359239","version":{"__v":12,"_id":"555e500957fe0a0d00c8f1ea","project":"555e500957fe0a0d00c8f1e7","createdAt":"2015-05-21T21:37:13.474Z","releaseDate":"2015-05-21T21:37:13.474Z","categories":["555e500957fe0a0d00c8f1eb","555e5fcedf54680d001800db","555e60d7df54680d001800fb","555e6766df54680d00180118","556f4d5debba950d008e9462","556f60959893290d00988c5b","556f6216ebba950d008e94e6","556f6b2aebba950d008e951a","556f71b6fc3aa80d00e1ac55","5570a30bcc189a21001ab44c","56ba3656ce5d540d00e2d789","56bce73a3ad5140d00055345"],"is_deprecated":false,"is_hidden":false,"is_beta":false,"is_stable":true,"codename":"","version_clean":"1.0.0","version":"1.0"},"updates":[],"next":{"pages":[],"description":""},"createdAt":"2015-06-03T21:37:01.585Z","link_external":false,"link_url":"","githubsync":"","sync_unique":"","hidden":false,"api":{"results":{"codes":[]},"settings":"","auth":"required","params":[],"url":""},"isReference":false,"order":2,"body":"Refunds are a healthy part of a large, coordinated product launch. Customers might change their mind or you might delay your shipping date. Either way, we've got you covered in your ability to issue refunds and keep your customers happy.\n[block:callout]\n{\n  \"type\": \"info\",\n  \"title\": \"Tilt Pro Refund Policy\",\n  \"body\": \"On occasion, your customers may reach out directly to our Tilt Pro support team requesting a refund. Unless otherwise specified, we will always provide a refund to customers who ask in an effort to reduce your risk of credit card chargebacks.\\n\\nAs your campaign gets closer to its shipping date, we will redirect these customers to your team to ensure that we don't refund orders which have already shipped.\"\n}\n[/block]\n\n[block:api-header]\n{\n  \"type\": \"basic\",\n  \"title\": \"Issuing a Refund\"\n}\n[/block]\nFor one reason or another, you'll have customers who request a refund. While your terms and conditions might specifically prohibit refunds, we recommend a completely open policy which allows refunds until your product ships. If you don't offer refunds in a timely manner, your customers may call their bank to file a [Chargeback](doc:chargebacks), which can be far costlier than a quick refund.\n\nIssuing a refund on Tilt Pro is easy! Just visit your Payments tab, look up the order by name, email address, or confirmation number, and click the \"Refund\" link.\n[block:image]\n{\n  \"images\": [\n    {\n      \"image\": [\n        \"https://files.readme.io/EWheuwRCSQKi0133udJu_Screen%20Shot%202015-06-04%20at%2012.31.18%20PM.png\",\n        \"Screen Shot 2015-06-04 at 12.31.18 PM.png\",\n        \"1888\",\n        \"270\",\n        \"#14a9dd\",\n        \"\"\n      ],\n      \"caption\": \"Refunds are simple on Tilt Pro\"\n    }\n  ]\n}\n[/block]\nThe refund will be processed instantly and your customer will receive an email confirmation of their refund. While this refund is immediate on our end, it may take up to five business days for your customer to see the refund on their statement or bank account summary.\n[block:callout]\n{\n  \"type\": \"warning\",\n  \"title\": \"Refunds to an Expired Card\",\n  \"body\": \"On rare occasions, you might run into a customer who places an order, closed their bank account, and then asked for a refund months later. Most banks have a protocol to redirect the refund to the new account.\\n\\nIf you need to investigate further, just reach out to us at [questions:::at:::tilt.com](mailto:questions@tilt.com) and we'll be able to check on the status of the refund for you.\"\n}\n[/block]\n\n[block:api-header]\n{\n  \"type\": \"basic\",\n  \"title\": \"Partial Refunds\"\n}\n[/block]\nPartial refunds are also possible from in your dashboard. All you need to do is:\n\n1) Find the payment on your dashboard.\n2) Click the '$' icon and select \"Partial Refund\"\n3) Enter the amount to refund and then select \"Refund\".\n[block:api-header]\n{\n  \"type\": \"basic\",\n  \"title\": \"Issuing Refunds after your Payout\"\n}\n[/block]\nPayouts work a little differently for Crowdfunding and Pre-Order campaigns, and so will refunds. To understand the differences, check out our section on [Payouts](doc:payments--payouts).\n[block:callout]\n{\n  \"type\": \"danger\",\n  \"title\": \"Refund Limitations for Crowdfunding\",\n  \"body\": \"If you're running a campaign on our Hosted Crowdfunding platform, you'll be paid out at the end of your campaign. Once the funds leave our account to be deposited in your account, you will no longer have the ability to refund in the admin panel. After this point, any refund will have to be issued by your team through check, Paypal, or another method.\"\n}\n[/block]\nFor Pre-Order campaigns, you can request payouts to be processed on the 1st and 15th of the month without ending your campaign, and there will be no interruption to your ability to refund in the admin panel.\n\nOnce you've requested your final payout, you can no longer issue refunds through the admin panel. After this point, any refund will have to be handled by your team through some other method - we generally recommend check or Paypal.","excerpt":"","slug":"refunds","type":"basic","title":"Refunds"}
Refunds are a healthy part of a large, coordinated product launch. Customers might change their mind or you might delay your shipping date. Either way, we've got you covered in your ability to issue refunds and keep your customers happy. [block:callout] { "type": "info", "title": "Tilt Pro Refund Policy", "body": "On occasion, your customers may reach out directly to our Tilt Pro support team requesting a refund. Unless otherwise specified, we will always provide a refund to customers who ask in an effort to reduce your risk of credit card chargebacks.\n\nAs your campaign gets closer to its shipping date, we will redirect these customers to your team to ensure that we don't refund orders which have already shipped." } [/block] [block:api-header] { "type": "basic", "title": "Issuing a Refund" } [/block] For one reason or another, you'll have customers who request a refund. While your terms and conditions might specifically prohibit refunds, we recommend a completely open policy which allows refunds until your product ships. If you don't offer refunds in a timely manner, your customers may call their bank to file a [Chargeback](doc:chargebacks), which can be far costlier than a quick refund. Issuing a refund on Tilt Pro is easy! Just visit your Payments tab, look up the order by name, email address, or confirmation number, and click the "Refund" link. [block:image] { "images": [ { "image": [ "https://files.readme.io/EWheuwRCSQKi0133udJu_Screen%20Shot%202015-06-04%20at%2012.31.18%20PM.png", "Screen Shot 2015-06-04 at 12.31.18 PM.png", "1888", "270", "#14a9dd", "" ], "caption": "Refunds are simple on Tilt Pro" } ] } [/block] The refund will be processed instantly and your customer will receive an email confirmation of their refund. While this refund is immediate on our end, it may take up to five business days for your customer to see the refund on their statement or bank account summary. [block:callout] { "type": "warning", "title": "Refunds to an Expired Card", "body": "On rare occasions, you might run into a customer who places an order, closed their bank account, and then asked for a refund months later. Most banks have a protocol to redirect the refund to the new account.\n\nIf you need to investigate further, just reach out to us at [questions@tilt.com](mailto:questions@tilt.com) and we'll be able to check on the status of the refund for you." } [/block] [block:api-header] { "type": "basic", "title": "Partial Refunds" } [/block] Partial refunds are also possible from in your dashboard. All you need to do is: 1) Find the payment on your dashboard. 2) Click the '$' icon and select "Partial Refund" 3) Enter the amount to refund and then select "Refund". [block:api-header] { "type": "basic", "title": "Issuing Refunds after your Payout" } [/block] Payouts work a little differently for Crowdfunding and Pre-Order campaigns, and so will refunds. To understand the differences, check out our section on [Payouts](doc:payments--payouts). [block:callout] { "type": "danger", "title": "Refund Limitations for Crowdfunding", "body": "If you're running a campaign on our Hosted Crowdfunding platform, you'll be paid out at the end of your campaign. Once the funds leave our account to be deposited in your account, you will no longer have the ability to refund in the admin panel. After this point, any refund will have to be issued by your team through check, Paypal, or another method." } [/block] For Pre-Order campaigns, you can request payouts to be processed on the 1st and 15th of the month without ending your campaign, and there will be no interruption to your ability to refund in the admin panel. Once you've requested your final payout, you can no longer issue refunds through the admin panel. After this point, any refund will have to be handled by your team through some other method - we generally recommend check or Paypal.