Click aquí para el artículo en español https://help.nas.io/en/articles/9859493-devoluciones-y-disputas-por-miembros
This article provides a clear, step-by-step guide on what members can do if they want to request for a refund or want to file a dispute to their bank.
Refund request
Community members can request for a refund in Nas.io through their community managers only as it can only be submitted through the community manager's portal. Refund requests are only processed if they are approved and submitted by the community manager.
Reasons for refund requests
Member was unable to unsubscribe
Member was double charged
Member was charged incorrectly
Promo code was not working
Event was cancelled
Step-by-step guide
Log in to the member's portal or via Nas.io app.
Make sure you have joined the community's group chat (if there's any). You can find your community's group chat when you go to "Chat" tab.
Send a message to your community manager in the group chat or via private message in your chat platform.
State your reason why you are requesting for a refund and wait for your community manager to approve.
Refund request is an agreement between the member and the community manager. Remember to provide a valid reason for your refund request.
If my community has no connected chat group/platform, what should I do?
You can log in to log in to the member's portal or via Nas.io app. Go to the "Feed" tab and comment in one of your community manager's posts that you would like to have a refund request.
You may also send an inquiry to hello@nas.io and ask for your community manager's email address so you can directly send him/her an email about your request.
Disputes
If you as a member wants to contest a transaction that you made in Nas.io to your bank, we highly suggest that you reach out to your community manager first to settle and maybe just proceed with a refund.
The bank's decision to resolve a dispute usually takes 30 days up until 90 days.
Communicating your reason why you want to dispute the transaction you made for the community before filing it to your bank may be the best first step. With this, you and your community manager can come up with an agreement on how to settle the payment you made without filing for a dispute in your bank. This will also help you avoid waiting for months for the money to be reverted back to your account, given that you won the dispute.
Frequently Asked Questions (FAQs)
If my refund request is already approved and my community manager has submitted it already, how long will it take for it to be processed?
If my refund request is already approved and my community manager has submitted it already, how long will it take for it to be processed?
Refund requests received are processed by the relevant team within 24-48 hours. Once it has been processed, community managers receive an email notifying them that the request they submitted has been completed.
Users will receive the refund within 5-10 banking days, depending on the bank's clearing time, for the money to reflect back on the account.
My community manager declines my refund request. What should I do?
My community manager declines my refund request. What should I do?
As what we mentioned, refund requests should be approved by your community manager or else there will be no request that we can process.
However, if you believe that your community manager failed to deliver his promised service/products, you may send your complaint to hello@nas.io. Attach screenshots of your conversation and any documentation that will help your case.
Can I request for a refund if my reason is I just changed my mind and I just feel like taking back my money?
Can I request for a refund if my reason is I just changed my mind and I just feel like taking back my money?
As long as your community manager approves your refund request and has submitted it in the community manager's portal, we'll proceed to process your refund.
My community manager is not replying both in group chat and email. What should I do?
My community manager is not replying both in group chat and email. What should I do?
Escalate your case to hello@nas.io. Attach screenshots of your messages to your community managers and explain your reason why you want to request for a refund.
I want to withdraw the dispute I filed to my bank. How can I cancel it?
I want to withdraw the dispute I filed to my bank. How can I cancel it?
Contact your community manager through your group chat saying you would like to cancel the dispute you filed.
If you don't have a group chat, send an email to hello@nas.io about your dispute withdrawal. State your reason why you are cancelling.