Premium Businesses Refund Requests

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As a Premium Oneflare business, you can request a credit refund if a customer is unresponsive, giving you the opportunity to quote on the next job without being out of pocket.

This is our genuine customer guarantee.

Simply "Request Refund" from your quotes dashboard and we'll do the rest. If we can't reach the customer, you'll get your credits back for use within 7 days.

Here's how it works.

  1. If you attempt to make contact with a customer and are unable to get in touch with them, you can request a credit refund within 72 hours of sending your quote.

  2. We will attempt to make contact with the customer. If we are also unable to make contact, we'll return your credits for use within 7 days.

  3. It's as simple as that.

How do I request a refund?

Mobile:

1. Navigate to Quotes Dashboard and select the quote for consideration 

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2. Navigate to the Options Menu

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3. Select "Request Refund". We will be in touch within 48 hours with an outcome of your request. 

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Desktop:

1. Navigate to Quotes Dashboard and select the quote for consideration 

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2. Navigate to the Options Menu

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3. Select "Request Refund". We will be in touch within 48 hours with an outcome of your request. 

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Frequently Asked Questions

When can I submit a refund request?

You can submit a refund request immediately after your first attempt to follow up a quote, if a customer has not responded. A response includes a phone call, SMS, email or chat message received, or a customer updating the status of their job. You can request a refund up until 72 hours after submitting your quote.

 

What happens once I submit a refund request?

Once you submit a request, our support team will verify if the customer is still unresponsive. You will be notified of the outcome of your request via email within two business days.

 

What happens if my request is successful?

If your refund request is successful, it means our team were unable to get in touch with the customer and the quoting credits will be returned to your account for use within 7 days.

 

What happens if my request is unsuccessful?

If your refund request is unsuccessful, our team were able to get in touch with the customer and a refund will not be processed. We will encourage the customer to update their job and reach out to you, but we suggest that you try to get in touch with the customer again to discuss the outcome of your quote.

 

Can I submit a refund request if I have already been in touch with a customer?

We want to ensure that you have a genuine interaction with every paid quote, so if you've already been in touch with the customer or won the job, a refund will not be processed. If you are found to be raising requests that breach this policy, you will be subject to an audit that may result in the feature being revoked in line with our fair use policy.

 

What happens to existing automatic credit refunds?

If the customer cancels the job and is no longer going ahead, your credits will be automatically refunded for use within 7 days.

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