Refunds and cancellations
How to handle refund requests and what happens when a customer cancels.
Customers sometimes ask for refunds. Some cancel subscriptions. Here's how both work.
Cancellations
When a customer cancels their subscription:
- Their access stays until the end of their current billing period (so if they paid for the month, they keep access for that month)
- No more charges — they aren't billed again
- They can resubscribe anytime if they change their mind
- You don't owe a refund — they got what they paid for
Customers cancel themselves from their account page on your app. You don't have to do anything.
You'll see canceled subscriptions in your Payments dashboard with the date their access ends.
Refunds
When a customer asks for their money back, two paths:
Self-serve refund (if you enable it)
In your app's settings:
Let customers self-refund within 7 days of purchase, no questions asked.
The AI sets up a refund button in the customer's account page. They click it; the money goes back to their card within a few days.
Pros: zero friction, builds trust. Cons: some customers abuse it (rare).
Manual refund (the default)
In your Payments dashboard:
- Find the customer's payment
- Click Refund
- Choose full or partial refund
- Confirm
The customer gets the money back on their original card within 5–10 business days.
Refund policy templates
OverSkill ships with two default refund policies you can choose from in your settings:
- Standard: 14 days, full refund, no questions
- Pro-rated: any time, refund the unused portion of the current billing period
Or describe your own:
Use this refund policy: 30 days, full refund. After 30 days, pro-rated refund of any unused subscription time.
The AI updates the policy page and the customer-facing language.
Disputes (chargebacks)
If a customer files a chargeback with their bank instead of asking for a refund:
- You'll get an email and a notification in your Payments dashboard
- You have 7 days to respond with evidence (receipts, terms of service, communication history)
- The bank decides
OverSkill helps you respond — the dashboard shows what evidence to include.