If you frequently receive requests for refunds, we suggest that you improve your product sheet by making sure the content is accurate and clearly specify the functionality the module or theme provides.
Refund policy
As per our terms and conditions, the customer is eligible for reimbursement of the product, up to one (1) month after purchase, for one of the following reasons:
- The product has not been downloaded;
- The product presents technical malfunctions and the Customer has previously unsuccessfully contacted the Seller for after-sales service;
- The product sheet and/or the demonstration of the use of the product misled the customer about the essential qualities of the product which led them to contract.
The reimbursement of a product systematically results in the reimbursement of the Business Care subscription as well as its termination. In the event that the partner does not process customer complaints using the messaging tool of the partner account, the complaints will be considered as not having been processed and PrestaShop will be free to reimburse the product to the Customer concerned.
Make a refund
Reimbursements are accepted within 6 months of the purchase date. When you answer a customer:
- Click on the $ icon to the right of the message field,
- Select the reason for the refund from the list,
- Send your message.
The merchant and PrestaShop customer service will receive your agreement for reimbursement of the order.
FAQ:
My client can't download my product even though they received an invoice, what happened?
This happens when we are waiting for additional identification from this client to verify that the order is not fraudulent. As soon as the customer provides us identification in the form of an ID, they will be able to download the product.