{
 "id": "13.13",
 "title": "Refunds and collections",
 "department": "Finance",
 "department_slug": "finance",
 "direction": null,
 "branded": false,
 "status": "needs-you",
 "owner": "Param",
 "last_verified": "Mon Oct 26",
 "holds": "When we refund, how, dunning for failed payments",
 "urls": {
  "html": "https://handbook.joinsquareup.com/finance/refunds-and-collections",
  "markdown": "https://handbook.joinsquareup.com/finance/refunds-and-collections.md",
  "json": "https://handbook.joinsquareup.com/finance/refunds-and-collections.json"
 },
 "other_directions": [],
 "tldr": {
  "headline": "When we refund, and what happens when a payment fails",
  "points": [
   {
    "icon": "lock",
    "text": "The wallet is not refundable; a charge our error caused is credited back the same day."
   },
   {
    "icon": "heart",
    "text": "Plans: cancel any time, with a first month refund within 7 days."
   },
   {
    "icon": "clock",
    "text": "Failed charges retry on day 1, 3 and 7, with a plain email each time."
   },
   {
    "icon": "check",
    "text": "After day 7 the brand turns read only and nothing is deleted."
   },
   {
    "icon": "chat",
    "text": "Messages say what happened and what to do, with no guilt."
   }
  ],
  "stat": {
   "value": "7",
   "label": "refund window in days"
  },
  "decide": "Accept a first month refund within 7 days, once per brand?",
  "mood": "waiting"
 },
 "sources": [
  "brew working tree docs/pricing.md:9-12, 38-41, untracked",
  "brew origin/main a559de6: legal-pages.js:32-40",
  "memory: brew-pricing-parked, sell-relief-not-discounts, brew-live-stores"
 ],
 "open_questions": [
  "**Accept the first month refund within 7 days?** Proposal: yes, once per brand, so a new brand risks nothing.",
  "**Accept read only after 7 days of failed charges?** Proposal: yes, never deleting, matching the trial's end.",
  "**Who sends the dunning emails?** Proposal: the provider sends receipts; Brew sends the plain words emails from its own layout."
 ],
 "parts": {
  "Answer": "When Brew refunds, how, and what happens when a payment fails; nothing is billed yet, the pricing proposal sets only that the wallet is not refundable and that nothing is ever deleted, so the refund and dunning rules below are proposals for Param.",
  "Today": "| Fact | Source |\n|---|---|\n| Nothing is billed; Brew is free during the preview | [src: brew/legal-pages.js:40] [src: memory brew-pricing-parked] |\n| A charge happens only when the brand keeps a piece, after 3 free redos | [src: brew working tree docs/pricing.md:9-10] |\n| The wallet is closed: not transferable and not refundable; money never expires | [src: brew working tree docs/pricing.md:12] |\n| After the trial the brand is read only and nothing is deleted | [src: brew working tree docs/pricing.md:38] |\n| A brand can ask for its data to be deleted by email | [src: brew/legal-pages.js:32-33] |\n| Design partners are free through the partnership | [src: brew working tree docs/pricing.md:41] |",
  "Tomorrow": "| Item | Version | Tag |\n|---|---|---|\n| A refund rule for plans | v1, after pricing | New |\n| Dunning for failed plan charges | v1, after pricing | New |\n| Read only, never deleted, as the end state of non payment | v1, after pricing | New |\n| Refunds for ad spend run by autopilot | v4 | New, never refunds spend already gone to the platform |",
  "How we do it": "The proposal:\n\n1. **Plans.** A brand can cancel any time; the plan runs to the end of the paid month. A first month refund on request within 7 days of the first charge, once per brand.\n2. **Wallet.** Not refundable, as the proposal says; a piece charged by our error is credited back to the wallet the same day.\n3. **Failed charge.** Retry on day 1, day 3 and day 7, with a plain email to the owners each time saying what happens next.\n4. **After day 7.** The brand becomes read only; nothing is deleted; paying again restores everything at once.\n5. **Words.** Every message says what happened and what to do, with no guilt and no countdowns [src: memory sell-relief-not-discounts].",
  "Numbers": "| Metric | Definition | Where measured | Status |\n|---|---|---|---|\n| Refunds a month | Count and amount | Provider | Proposed |\n| Recovered charges | Failed charges paid within 7 days over all failed | Provider | Proposed |\n| Brands read only for non payment | Count at month end | Billing | Proposed |",
  "Open": "1. **Accept the first month refund within 7 days?** Proposal: yes, once per brand, so a new brand risks nothing.\n2. **Accept read only after 7 days of failed charges?** Proposal: yes, never deleting, matching the trial's end.\n3. **Who sends the dunning emails?** Proposal: the provider sends receipts; Brew sends the plain words emails from its own layout."
 }
}