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, budget, 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.
Re-issuing after a cancellation 🔁
To re-issue a cancelled reward, place a new incentives order for that recipient the same way you placed the original one. The refunded amount sits on your Ethnio balance and is applied to that new order automatically, so in most cases you do not need to fund it again.
If a replacement order to the same recipient is blocked, or shows fewer payment methods than you expect, check these settings:
- Payment method restrictions in your incentive settings, which limit which payment methods recipients can choose from.
- Country restrictions, including specific countries mode, which only allows rewards to the countries you have selected.
- Annual limits per recipient, since additional rewards to the same recipient email will not go through once that yearly maximum has been reached.
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 Invoice or Credit Card Statements
For incentives paid with an invoice, you’ll see the funds added back to the invoice you used. If you 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.