Refund policy
This topic describes the refund rules, methods, and fund flow for Voice Service.
Refund rules
Only the actual amount paid is refunded. The portion of the payment made with coupons is non-refundable. Free gifts, such as coupons and extended service periods, will be voided.
After a refund is processed, the system automatically deducts the amount from your invoiceable quota. Do not request an invoice for a refunded order. This prevents your invoiceable quota from becoming negative, which can affect your withdrawal requests.
If an invoice has been issued for the order, you must return the invoice before requesting a refund. For more information, see Return or exchange an invoice.
Refund rules for packages (also called Voice Service resource plans):
A package is not eligible for a refund once it has been used, even partially.
A package is not eligible for a refund if it was purchased more than 6 months ago.
Packages cannot be refunded after their expiration date.
If an order contains multiple packages, all packages in the order are refunded together. You cannot unsubscribe from them individually.
Refund method
Before you unsubscribe from Voice Service, review the unsubscription rules, notes, and examples. For specific instructions, see Unsubscription methods.
Fund flow for refunds
To learn where your funds are returned after a refund, see Fund flow for unsubscribed resources.
Refunds apply only to the portion of an order paid with cash or a stored-value card. The portion paid with coupons is non-refundable.
FAQ
How do I apply for a refund for an unused Voice Service resource plan (package)?
Prerequisites: The package was purchased within the last 6 months and has not been used.
Required materials: The reason for the refund, the order number of the package, and a full screenshot of the Order Summary page.
Things to confirm before you apply:
The order contains only one package. If the order contains multiple packages, all packages in the order are refunded together.
Whether an invoice has been issued for the order. If an invoice has been issued, you must return the invoice before requesting a refund.
The portion of the payment made with coupons is non-refundable, and any free gifts included with the order will be voided.
Refund amount: If the package is unused, the order is usually refunded in full. In some cases, the refund amount is calculated using the following formula: Original payable amount of the order - (used amount/total amount) x original payable amount of the order x 1.2.
Processing time: After your application is approved, the refund is returned to your original payment method within about 2 business days.
To apply for a refund, submit the application as described in Unsubscription methods, or confirm the required information on the unsubscription page.