Canceling incentives and refunds

Once you submit an incentives order in Ethnio, you can cancel any reward within 30 days as long as it has not been redeemed, and receive a full refund including processing fees. This applies to both credit card funding and invoice funding. Charges for credit card incentives are refunded to your Ethnio credit card statement balance, not the card used. If you find a mistake with a reward, this lets you quickly cancel and re-issue.

Reclaiming unredeemed rewards 💸

To cancel any order look for the three dots ⋮ next to any row on Incentives > Activity > Cancel & Refund. There is no automatic way to do this, but you can add a filter for status and only check created, opened, email sent, opened, and processing. Be sure to set the proper date range as well, and then go through the list and cancel any rewards. Please note refunds are made back to your Ethnio balance, not the credit card used to purchase incentives. That balance will be applied to future incentive orders automatically, and will be able to be used by team members on your account purchasing incentives as well. 

Key places to check refunds 🔎

Please check every recipient email on the verify page for  duplicate emails or strange characters because you can easily remove emails on this step. 

1️⃣ Transaction History

Head to Incentives > Transaction History to see any refunds, including the amount refunded to either an Invoice or your Ethnio Credit Card Statement Balance.

2️⃣ Credit Card Statements

For incentives paid with a credit card, head to account > billing > statement and expand or download the PDF of the statement with refunded incentives:

Can a recipient change their payment method?

After a recipient has selected a payment method, unfortunately there's no way to change it. We show a verification in the redeem flow which you can edit under incentives > redeem pages > confirm to make this language even more clear for your recipients.