What happens when I report a return?
As soon as you’ve reported your return your payment plan is paused. This allows time for the return to be registered by the store and your payment plan to be updated accordingly.
If the store has not registered your return or registered your return incorrectly, please contact them directly, as only they can adjust your remaining amount to be paid. You can find the contact details for the merchant in the app as well.
If you are not able to find a resolution with the store you will receive a request from us to provide additional information in regards to your issue. Ensure to keep all relevant documentation until the return is resolved. We can only support you if you provide us with the necessary information upon request.
What happens next?
After reviewing the information provided, we’ll notify you of the decision as soon as the investigation gets closed.
- If the investigation is closed in your favor, we’ll update your payment plan accordingly. In case you have paid too much we will refund any overpayments.
- If we close the investigation in the store’s favor, your original payments will still apply, but the payment schedule will be updated accordingly. This means that any outstanding payments will be due.
Good to know: The status of the investigation can be found on the details page of your purchase. If you’ve resolved the issue with the store after reporting your problem, you can easily update us by logging in.
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