ClickBank Sellers can issue a partial refund for a sale rather than a full refund. This process refunds a portion of the price, from a minimum of $1 to a maximum of 90% of the price, to the customer. The refunded portion is drawn from the affiliate, seller, and joint venture partner portions (if applicable), proportional to the amount initially paid to each party. If the refunded amount exceeds the seller, affiliate, and joint venture partner portions, the remainder is taken from the ClickBank portion.
You cannot issue a partial refund if the product price is less than $10, or if the product has a free trial plus shipping and handling. You can only give a partial refund for a purchase once. However, you do have the option of refunding the remainder of the purchase price after an initial partial refund.
This article contains the following sub-articles. Select the one the best fits your needs.
- Issuing a Partial Refund
- Issuing a Partial Refund From a Master Account
- Issuing a Partial Refund From an Individual Account
- Related Articles
How to Issue a Partial Refund
The ability to issue a partial refund is a vendor-enable feature. This means that ClickBank Sellers must first enable this feature the the My Features section of their sales account. If you have multiple linked sales accounts, this feature must be enabled for each account. Follow these instructions to enable the partial refunds feature.
When a seller creates a refund ticket it is processed within five minutes. Before issuing a refund, sellers are encouraged to try and "save the sale" by offering assistance to the customer. If the customer is satisfied with the service that the seller has provided, sellers can close the ticket. If the support will take longer than 24 hours, the seller can change the status of the ticket to "Tech Support" to avoid the closure of the ticket and the processing of the refund. Learn more about how ClickBank handles refunds.
ClickTip: Sellers are not permitted to change the ticket type without the customer's consent. If sellers close or change the ticket type without the customer's approval, ClickBank will revoke the seller's ability to manage tickets and issue requested refunds automatically.
When a refund ticket is processed, either because the wait time has elapsed or because the seller has issued the refund, a confirmation email is sent to both the seller and the customer. Then, the ticket is closed.
If a customer has requested a refund on a recurring product, only the last charge is refunded and the subscription is automatically canceled.
If a customer submits a refund ticket through the customer support website manually closing the ticket will not issue a refund. The ticket will close 24 hours after the refund has been issued.
To issue a partial refund, you must create a refund ticket through the the customer support ticket system. If you have linked sales accounts or a ClickBank master account, you can issue partial refunds through your ClickBank master account.
Issuing a Partial Refund From Your Primary (aka "Master") Account
NOTE: For more information on how to view or search for specific tickets, CLICK HERE.
Step 1: Log in to your ClickBank account.
Step 2: Click the Transactions tab.
Step 3: Search for the transaction that you wish to issue a ticket for.
To search for a transaction, use any of the fields with a red asterisk to narrow your search.
Step 4: Click the Create Ticket button.
Step 5: Select Refund from the Type section to indicate you wish to issue a refund.
Make sure to select the quantity of the items refunded (if necessary). If you have enabled the partial refunds feature, select whether you wish to issue a full or partial refund.
NOTE: The comments added to a ticket are publicly visible.
Step 6: Select a reason for the ticket from the Reason dropdown menu.
Step 7: Add any additional comments in the Comments section.
Step 8: Click the Save button.
Issuing a Partial Refund from an Nickname Account
If you do not have a primary ClickBank account, you can issue a partial refund from the Transactions tab within your nickname account.
Step 1: Log in to your ClickBank Account.
Step 2: Click the Reporting tab.
Step 3: Click the Transactions tab.
Step 4: Locate the transaction you wish to create a ticket for in the transaction table.
Step 5: Click the T icon under the Actions column.
NOTE: To view the receipt for the order, click the receipt number under the Receipt column.
Step 6: Select the ticket type.
Step 7: Select a reason from the What problem are you having? dropdown menu.
Step 8: Select the Refund Request radial button.
Step 9: Select the partial refund amount you wish to refund from the Partial Refund Amount dropdown menu.
Step 10: Add any additional comments in the Additional Comments field.
Step 11: Click the Send button.
Additional Resources & Related Articles
- KNOWLEDGE BASE: Customer Support Ticket System
- KNOWLEDGE BASE: Refunds & Chargebacks
- KNOWLEDGE BASE: Flexible Refunds
- KNOWLEDGE BASE: How do ClickBank accounts work?