Merchant Services Customer Care

Refunds

All refund requests have to go through the software publisher for approval before being processed. When a customer contacts you for a refund, you must evaluate the request. If you determine it to be valid, Contact us to forward the request for processing. The refund request must include the following information:

• The email address used for the purchase or to register the software
• Product Name
• Serial Number
• Order ID
• Date purchased

When the end user contacts Download.com

The end user is instructed to contact the publisher in order to start the refund process.

When the end user contacts Protexis

The end user is instructed to contact the publisher in order to start the refund process.

How a refund request works

Your approved refund request will be forwarded to Protexis, where the order details will be retrieved from the database and refund request will made electronically to the relevant financial institution.

The payment system will first check whether the relevant financial institution accepts refund instructions (some don't) and whether the amount to be refunded is still available for that order code. If so, the refund request will be scheduled and sent to the financial institution. When a payment has been processed the end user will receive the full amount specified in the refund request.

Protexis will deactivate serial numbers generated by Protexis or those imported into the Merchant Services Center upon receipt of refund request from the publisher. Publishers using alternative copy protection methods and/or their own serial numbers must manage their own serial number deactivation.

How long it takes to process a refund

Please note that financial institutions can take up to two billing cycles to fully process a refund.

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