Refund Policy

1. Overview of the Financial Model

Carrier Refund operates on a pre-paid wallet system designed exclusively for B2B e-commerce merchants. Because our infrastructure involves temporarily allocating platform credits during active logistical disputes, our Refund Policy strictly distinguishes between "Unused Wallet Balance" and "Earned Success Fees."

2. Unused Wallet Balance (14-Day Refund Window)

We respect your capital. If you add funds to your Carrier Refund wallet and subsequently decide not to use our services, you are entitled to request a full refund of any unlocked and unused balance.

• Timeframe: Refund requests for wallet top-ups must be submitted within fourteen (14) days of the original transaction date.
• Payment Processor: All refunds are processed securely through our Merchant of Record (Paddle). Please allow up to 14 business days for the funds to reflect in your original payment method, depending on your financial institution.
• Account Standing: Requesting a legitimate refund of unused funds will not negatively impact your account standing or result in a ban. You are welcome to return and use our services at any time.

3. Earned Success Fees (Non-Refundable)

Carrier Refund charges a Success Fee only when our automated dispute engine successfully secures a refund or credit from the shipping carrier on your behalf.

• Finality of Service: Once a shipping carrier approves a logistical claim and issues a payout to your Merchant account, the Success Fee (previously allocated as pending) is permanently captured by Carrier Refund.
• No Reversals: Because the service (securing the carrier payout) has been successfully rendered, captured Success Fees are strictly non-refundable under any circumstances.

4. Pending Credits and Active Disputes

Platform credits that are currently allocated for an active, ongoing dispute cannot be refunded while the dispute is pending carrier review. If the carrier rejects the claim, the allocated credits will automatically unlock and return to your available wallet balance, at which point they become eligible for a refund request (provided they fall within the 14-day window of the original top-up).

5. Chargebacks vs. Refunds

We encourage all Merchants to contact our support team to request a standard refund within the 14-day window. However, initiating a hostile bank chargeback or dispute directly through your credit card provider for services rendered or legitimate wallet top-ups is considered a breach of our Terms of Service. Such actions will result in the immediate suspension of the Merchant account and the halting of all active carrier disputes.

6. How to Request a Refund

To initiate a refund for your unused wallet balance, please contact our financial support team from your registered Merchant email address at:

support@agentcarrierrefund.com

Please include your Merchant ID and the transaction receipt provided by Paddle to expedite the process.