Refunds and credit notes

A refund returns all or part of an already-paid charge (an invoice or a payment order). In Omnifox, refunds are processed by the support team once the reason is validated — there's no self-service refund button for customers.

When a refund is possible

• The invoice or payment order must be paid (or partially refunded, if there's still an amount left to return).
• The same amount can't be refunded twice: each partial refund reduces the remaining refundable balance until it reaches the total.

How to request one

1. Contact support (Help chat or your account manager) with the invoice/order number and the reason.
2. Support reviews the case and, if approved, issues the refund against the original payment method (usually a card via Stripe).
3. You'll get a confirmation email with the amount and reason as soon as it's processed.

What happens to your documents

• When Stripe issues the refund, a credit note tied to the original invoice is generated automatically, keeping your billing history accurate.
• The invoice is marked refunded or partially refunded in the Invoices tab under Billing.

Example

You purchased the Co-browse add-on for 3 months by mistake. Support confirms the error and issues a partial refund for 2 of the 3 months. You receive the confirmation email and the invoice shows as partially refunded, with its matching credit note.

Tips

• Request the refund as soon as possible — some payment methods (like bank transfers) are handled manually and take longer.
• Keep the confirmation email as your record for accounting purposes.