Digistore24 support follows fixed rules and processes, including the distinction between a refund request and a cancellation request.

For the sake of transparency and to help you better understand, we would like to share these processes with you.

What is the difference between a cancellation and a refund?

If a customer does not explicitly state that they want their money back, we will cancel the contract (except in case of non/incomplete performance - see below).

This is due to the following reasons:

1. Our experience shows that customers who do not explicitly talk about getting their money back actually just want to cancel. Returning the money would therefore usually be too hasty an action.
2. We assume that a customer who wants their money back will contact us again if we have incorrectly processed their request.
3. First and foremost, we want to protect the vendor's money. If we were to issue a refund when in doubt, we would not be able to reverse this if it was done incorrectly. On the other hand, if we cancel retrospectively, we still have the option to issue a refund.

As it is important to us that you can run your online business in the way you want, you also have the option to make cancellations and issue refunds yourself. If we receive an email from one of your customers, we will always forward our responses to your support email address – this way, you will always know about a cancellation or refund request and can also handle it yourself if desired. Please note, however, that we are not generally allowed to hand over the processing to you, as we are a reseller and therefore the contractual partner of your customers.

Procedure for a cancellation request

If a customer wants to cancel an order, we will proceed as follows:

1. First, we try to find the order that the customer wants to cancel based on the order ID provided. If they did not provide an order ID or the order ID is invalid, we will ask them for it again.
2. Once we have found the order, we will proceed differently depending on the order type:

   1. Open advance payment order

      In the event of an unpaid advance payment order, we will consider the cancellation as complete. The customer will be notified and the vendor will receive a copy of the response email.

   2. Single payment

      In this case, no cancellation is necessary, because it is not a subscription/installment payment. The customer will be notified and the vendor will receive a copy of the response email.

   3. Subscription without minimum term/ cancelable temporary subscription

      In this case, we cancel the current subscription or installment payment. The customer will be notified and the vendor will receive a copy of the response email.

   4. Subscription with a minimum term

      In this case, we cancel the subscription payment and inform the customer that the subscription will continue until the end of the minimum term. The customer will be notified and the vendor will receive a copy of the response email.

   5. Installment payment

      In principle, an installment payment can never be canceled. Cancellation is only possible with the special form of a cancelable, temporary subscription (see here). The customer will be notified and the vendor will receive a copy of the response email.

Procedure for a refund request

If a customer has explicitly mentioned that they would like their money back, we will proceed as follows:

1. First, we try to find the order that the customer wants to return based on the order ID provided. If they did not provide an order ID or the order ID is invalid, we will ask them for it again.
2. Once we have found the order, we will proceed differently depending on the order type:

Events (e.g. seminars, e-tickets)

In case of an event, the refund will be issued if the request was made within 14 days from the date of purchase and before the date of the event (for exceptions applicable to the reseller Digistore24 GmbH, see Legal basis for the right of revocation).

Shipping product

In this case, we first try to determine whether the customer has already received the goods and if so, when exactly.

1. If the customer confirms that they have already received the product, we will check to see if they have contacted us within the return period. Since the return period for shipping products does not begin until the moment the product is received, it is necessary to determine when the product arrived.
   1. If the return period since the date of receipt has not expired, we will issue a refund and ask them to contact the vendor regarding the return of the product. The vendor will receive a copy of the response email.
   2. If the return period since the date of receipt has already expired, we will not issue a refund. The vendor will receive a copy of the response email.
2. If the customer claims not to have received the product yet, we will contact the vendor and ask if the product has been shipped yet. We set a deadline of 48 hours for this email.
   1. If the vendor responds in time, we will proceed as follows:
      1. If the product has already been shipped, we will inform the customer about it and ask the customer if they are still insisting on returning the product. The vendor will receive a copy of the response email.
         1. If the customer insists on a refund, we will issue a refund.
         2. If the customer does not insist on a refund, we will not issue a refund.
      2. If the product has not yet been shipped, we will issue a refund.
   2. If the vendor does not respond in time, we will send another mail with a deadline of 24 hours. If the vendor responds within this period, we will continue with the process described above ("The vendor responds in time").
      • If there is no reply to this email either, we will issue the refund for the customer after no more than three days.

Service

In this case, we will first ask the customer whether and how the service has already been provided.

• If the customer says that the service has been provided in full, we will not issue a refund because this means that the customer's right of revocation has expired. The customer will be notified and the vendor will receive a copy of the response email.
• If the customer says that the service was not fully performed, we will try to find out together with the customer and vendor whether this is really the case. If the customer's claim proves to be true, we will refund a partial amount. The customer will be notified and the vendor will receive a copy of the response email.
• If the customer says that the service was not performed at all, we will try to find out together with the customer and vendor whether this is really the case. If the customer's claim proves to be true, we will refund the full amount (see here). The customer will be notified and the vendor will receive a copy of the response email.
  •  

Digital product

In this case, we will first check whether the digital product can be returned.

1. For download products

   The right of revocation expires here when an active download link is sent. In such cases, it must be proven that the customer has received an active download link.

2. For member areas

   The expiration of the right of revocation depends on the content

   1. If the member area contains download products which are made available in the form of drip content (content that is released step by step), the right of revocation does not expire until the entire content has been made available. In such cases, the customer always has a 14-day right of revocation, despite the checkbox being ticked, if the content takes longer than 14 days to appear.
   2. If the member area contains purely digital content, the right of revocation expires when the access data is sent (in the same way as for normal download products without a member area).
   3. If the member area contains services (e.g. live calls, coaching, consulting or customer chat groups), then the entire product is considered a service and the right of revocation does not expire until all agreed services have been provided in full.

If the product can be returned, we will issue a refund. The customer will be informed and the vendor will receive a copy of the response email.

If the product cannot be returned, a refund will not be possible. The customer will be notified and you as the vendor will receive a copy of the response email.

Procedure in case of non/incomplete performance

In case of non/incomplete performance, we always issue a refund. How much of the purchase price is refunded depends on whether the service was not at all or only partially provided.

Service not provided

If a service was not provided at all, the entire amount will be refunded. We consider a service not to have been provided in the following cases:

• The customer did not receive any product at all.
• The customer received an incorrect product.
• The product does not correspond at all to the description based on which the customer purchased the product.

Service not provided in full

If a service is not provided in full, a partial refund (the amount will be decided on an individual basis) will be issued. We consider a service not to have been provided in full in the following cases:

• There are requirements to be able to use a product, but they have not been communicated.
• Parts of a product that were promised were not included.
• For subscriptions or installment payments: The vendor stopped providing the service at a certain point in time, although they agreed to continue providing the service while the subscription/installment payment was ongoing.

For products with a 0-day return policy that were purchased through the reseller Digistore24 GmbH, we will first request proof from the vendor that the buyer has received the product before ruling out a refund.