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Hello.
Due to recent situations involving refunders and customers acting recklessly and without clear guidelines to have a standardized idea of what should happen in given situations, and to avoid wasting staff members time when they are contacted with inquiries about it, we decided to make this thread clarifying and giving information about the most common issues between refunders and their customers.
For refunders:
1) Blackmailing and extorting or threatening customers using their information as a weapon is forbidden and doing so would result in a permanent ban. This is only allowed if a scam report is made, and won by the refunder or after consulting with staff members before taking action.
2) If your customer is rebilled or will get rebilled they have to receive a refund of the fees paid, or a new refund must be offered FREE OF CHARGE (Whatever is agreed between you and the customer) If no agreement is reached, it could result in a scam report. However, if you clearly guide your customer on how to properly avoid a rebill and they don't follow your instructions, they may be liable instead.
3) If you fail to inform your customer about potential risks regarding refunds on a specific store, and the customer has problems whether it's with law enforcement, or with the store itself, it will result in a permanent ban. You have to keep your customers informed about currently risky stores.
4) If you are hired by a customer, and you fail to respond to their messages within 72 hours, they will be allowed to cancel the transaction and go to another refunder instead. Be active and if you are not going to, let your customer know in a clear and concise way.
For customers:
1) If you hire a refunder, fill the form, contact them and give them the order information for them to start, you are NOT ALLOWED to contact or hire another refunder to complete the same refund unless the first refunder that was contacted, acknowledges the cancellation of your initial transaction or if the refunder that you initially hired, has ignored / not read your messages for more than 72 hours. (YOU NEED TO TAKE PICTURES OF THE CONVERSATION, OR EXPORT THE CHAT)
2) If you hire more than 1 refunder for a single refund, you will be liable to pay both of them regardless of how much work you consider one to have done more than the other. Unless the first refunder has acknowledged the cancellation, or has ignored you for more than 72 hours.
3) If you fail to follow instructions given to you by a refunder prior, during or after a refund, and that leads to you having problems (rebills, collections, account bans, etc) you will be liable for the damages (not the refunder). Be responsible and follow instructions or ask for alternatives if you can't.
For both:
This is a recommendation for all parties involved, both refunders and their customers. Telegram is a very good messaging app to do your deals, but it also gives the chance for both sides to clear the entire conversation as if it had never happened. That being said, we advise you to export the chat as often as you can (for your active transactions) so that if issues arise, there is a log of what happened up until that point. Do this at your own discretion but try to export the chats at least once during the conversation. It takes 2 clicks and 5 seconds to do, and it may help you get a resolution on your potential future disputes.
Hopefully this page of guidelines helps both refunders and customers to find solutions to the most common problems that arise between them without needing help from staff.
The Nulled.to Staff team
