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Refunds and Cancellations Policy

Our top goal is to make running your ecommerce business easier—even when it means making it easy to cancel! Here’s everything you need to know about cancelling ChannelReply or CR Feedback, as well as how we handle refunds.

Cancel Anytime Policy

You can cancel your subscription to ChannelReply or CR Feedback anytime. There are two ways to cancel your account:

Option 1: Manually Cancel Your ChannelReply or CR Feedback Subscription

You can cancel from inside your ChannelReply account by following the steps below:

1.Click Billing Details.

2.Select any of your current subscriptions.

3.Hit “Cancel Subscription.”

4.Choose between “Cancel Immediately” or “Cancel on next renewal.”

Cancel Immediately

This will instantly end your subscription and all related services and functionalities. If you have accrued any overages, you will be billed for them immediately.

Cancel on Next Renewal

This option will display your next renewal date in parentheses. For example, if your next renewal date is January 1, 2023, then you will see “Cancel on next renewal (Jan 1, 2023).” If you select this option, the subscription will be cancelled on the date displayed, just before your renewal would normally be billed. Overages, if any, will continue to accrue in the meantime and will be invoiced at the end of the billing period as normal.

Regardless of which option you select, you will not be billed any new monthly or annual charges for the subscription.

5.(Optional) Enter your reason for cancellation. This is not a requirement, but we greatly value any feedback you are able to provide.

6.Click “Confirm Cancellation.”

Option 2: Request a ChannelReply or CR Feedback Cancellation

You may ask ChannelReply staff to cancel any or all of your subscriptions on your behalf. Simply contact us through our webform and tell us which subscription(s) you would like us to cancel.

You may request any of the following types of cancellation:

Cancel immediately

We will cancel your subscription as soon as possible, typically within one business day. If any subscription renewal bills are invoiced after the time you request your cancellation and before the time we cancel your account, we will refund them when we perform your cancellation. Note that any accrued overages will be billed at the time your cancellation is processed, regardless of when the cancellation was requested. You can disable the “Messaging” slider on the dashboard of your ChannelReply account to prevent ChannelReply overages from accruing in the meantime.

Cancel at end of term

We will schedule your account to cancel just before your subscription renewal would normally be billed. Overages, if any, will continue to accrue in the meantime and will be invoiced at the end of the billing period as normal.

Cancel on a specific date

We will schedule your account to cancel on the date you specify. Any accrued overages will be billed immediately at the time of cancellation. Unless ChannelReply staff state otherwise, you will still receive automatic bills as usual for your subscription until the date of cancellation.

After you request a cancellation, you may receive a reply asking for clarification and/or confirmation. If you are not writing from the subscriber’s email address, we may also request evidence that you are an authorized representative of the account you are asking to cancel.

Once we have confirmed that we are cancelling the proper account and you have the authority to request the cancellation, we will cancel the account on your behalf as soon as possible, typically within one business day.

Unpaid Account Cancellation Policy

If your subscription is in a free trial and you do not upload payment information before the trial ends, your account will be cancelled immediately upon the expiration of your free trial.

If you remove your payment information, or if your payment method is invalid or payment fails, our billing system (powered by Chargebee) will automatically notify you and attempt to re-bill your payment method.

If automatic attempts to collect payment fail, ChannelReply staff will manually review your subscription and determine an appropriate course of action. ChannelReply reserves the right to cancel your subscription without notice if any invoice is not paid on time. However, in almost all cases, staff will contact you directly, ask about your situation, and give you a grace period to update your payment information before your account will be cancelled.

30-Day Money-Back Guarantee

ChannelReply has a 30-day money-back guarantee. If you need a refund for any amount paid within the last 30 days, simply contact us to request it. Conditions for money-back guarantee refunds are as follows:

  • You must request the refund within 30 days (720 hours) of the time your payment was made. If your request is made any later, a refund is not guaranteed unless required by law.
  • All ChannelReply invoices are covered by the 30-day money-back guarantee, including ChannelReply subscription fees, CR Feedback subscription fees, and overage fees.
  • Your refund must be one of the two following types:


At your request or at ChannelReply’s discretion, your account will be cancelled when your refund is issued. Most refunds issued under the 30-day money-back guarantee are issued as the account is cancelled. In this case, the refund will generally be issued to the payment method that originally made the payment.

Quality Guarantee

If you are able to demonstrate that a problem for which ChannelReply is fully responsible created a significant negative impact on your business within the last 30 days, we will issue at minimum a full refund for any corresponding invoice(s) billed within the last 30 days, or give you an at least equal value of account credit or discounts on future services if acceptable. Hypothetical problems for which ChannelReply would be fully responsible could include errors in ChannelReply’s systems resulting in message delivery failures or significant delays, or inaccurate information from support staff resulting in decisions with serious negative consequences. Problems for which ChannelReply would not be responsible include setup mistakes, bugs on marketplaces or helpdesks with which ChannelReply is integrated, and third-party service outages not caused by ChannelReply. Examples of a significant negative impact include receiving negative feedback, chargebacks, or damaging claims from buyers, or facing selling account restrictions on an integrated marketplace. You account will not be cancelled as part of a quality guarantee refund unless you request a cancellation.

Other Refunds

Outside the 30-day money-back guarantee, all other refunds are issued at ChannelReply’s discretion. Contact us to request a refund.

How Long Does It Take to Receive a Refund?

There may be a delay between the time ChannelReply issues your refund and the time you receive it, depending on both our payment processor and your payment institution. In general, you will have the money back in your account in 3 to 5 business days. Note that this means 3 to 7 calendar days during regular workweeks, and possibly longer during holidays.