Refunds
What can be refunded, how the amount is worked out, and when a refund has to wait.
Odel refunds credits you haven't spent, never credits you have. The owner of an organization can refund a credit purchase or the current plan period without asking anyone.
| What | Where | What happens |
|---|---|---|
| A credit purchase | Refund unspent on its row on the Credits page | The purchase's unspent credits leave the balance, and their value goes back to the card |
| The current plan period | Cancel and refund on the Subscription page | The plan ends now, its included credits go with it, and the period's price minus the included credits you spent goes back to the card |
Both open a dialog that shows the exact amount before anything moves. Keep the credits or Keep the plan closes it and changes nothing.
How the amount is worked out
A spent credit counts at $1.00. The rest of what you paid goes back, tax included, in the same proportion as the price.
A credit purchase. You bought 20 credits for $20.00, plus $5.00 VAT, so you paid $25.00. You've spent 7 credits. 13 of the 20 dollars are unspent, so you get back 13/20 of $25.00: $16.25. The purchase row then shows "$16.25 refunded".
A plan period. Basic costs $12.00 a month and includes 5 credits. You've spent 2 of them, so you get back $10.00 of the $12.00, plus the VAT on it. The refund isn't prorated by date: cancelling on the last day refunds the same amount as cancelling on the first. If you upgraded during the period, the upgrade's payment is refunded too.
When a refund has to wait
| The dialog says | Why | What to do |
|---|---|---|
| "Revoke this organization's credit grants first, then ask for the refund again." | Credits the organization has granted to members are spoken for, even when a grant is paused | Revoke the grants on the organization's Grants page |
| "Credits from revoked grants are still on their way back. Try again in a minute." | Members' unspent granted credits return a moment after a grant is revoked | Try again shortly |
| "There are no unspent credits left to refund." | Everything the payment bought has been spent | Nothing to refund |
Refund unspent only appears on a completed purchase that still has unspent credits.
When support handles it
Some refunds go through support@odel.app instead of the dialog. The dialog says so and names the address:
- after a few refunds in a short time;
- when the payment was disputed with the bank;
- when Stripe refuses the refund, for example because the card was closed. The credits the refund had taken come back to the balance, so nothing is lost.
A refund support makes takes back that payment's share of the unspent credits, the same way.
Disputes
If you dispute a payment with your bank, the disputed share of its unspent credits leaves the balance until the dispute closes. Closed in your favour, they stay gone: the bank returned the money. Otherwise they come back to the balance, unless they'd have expired by then.