## **🔍 Overview**

If you accidentally purchased an upsell — for example, after following guidance while waiting for a payment to post — you may be eligible for a refund under a policy exception. This article explains how refund exceptions work and what you can expect when you submit a request.



## **⚠️ Important: Refunds Are Not Automatic**

Accidental upsell purchases are not automatically refunded. Each case is reviewed individually by our Billing and Accounts team. A refund may be approved as a policy exception depending on the circumstances of the purchase.



## **📋 What Qualifies as an Accidental Upsell Purchase**

A refund exception request is most likely to be considered when:

- You purchased an upsell unintentionally while following instructions from a support interaction.
- The purchase was made in quick succession or under unclear guidance.
- You contact support promptly after noticing the charge.

Refund eligibility is determined on a case-by-case basis. Submitting a request does not guarantee approval.



## **🛠️ How to Request a Refund Exception**

1. Open the chat widget in the bottom-right corner of the platform.
2. Describe your situation clearly. Include the date of the purchase, the amount charged, and any relevant context such as a previous support conversation that may have led to the accidental purchase.
3. Type **human teammate** to be connected with a member of our team who can escalate your case to the Billing and Accounts team for review.

## **📊 What Happens After You Submit a Request**

Once your case is escalated to the Billing and Accounts team, they will review the circumstances of the purchase. If a refund exception is approved:

- The refund will be processed to your original payment method.
- Refunds typically reflect within **5–10 business days**, depending on your bank or card issuer.
- You will be notified of the outcome and the refund amount once a decision is made.

## **💡 Tips to Avoid Accidental Purchases**

- If you are waiting for a payment to post or an issue to resolve, avoid navigating through checkout or upgrade flows in the platform until the matter is confirmed as resolved.
- If a support agent instructs you to take a specific action inside the platform, ask them to confirm the exact steps before proceeding.
- Review any confirmation screens carefully before completing a purchase.

## **💬 Still Need Help?**

If you need further assistance, open the chat widget in the bottom-right corner of the platform and type **human teammate** to be connected with a member of our team.