🔁 Shopify Refund Process

If Order is Unfulfilled:

• Can cancel order directly in Shopify
• Issue full refund
• No restocking or service fees apply

If Order is Fulfilled:

a. Customer Changed Mind (Customer-Initiated)

• If eSIM has not been sent or activated:

  • Apply 20% restocking fee
  • Deduct credit card/service fees (based on payment method – Credit Card, PayPal, etc.)

• If eSIM has been sent or activated:

  • No refund
  • Advise customer:
    • Use on another compatible device
    • Or save for future use (within expiry period if not yet scanned)

  💡 Use common sense: If it was genuinely not the customer’s fault (e.g. they purchased an AT&T eSIM, but their Android device had unexpected compatibility issues), then we may consider a partial refund or waive the restocking fee. Review case-by-case.

b. Product Issue / Compatibility Concern (Our/System’s Fault)

If the issue is due to unclear product information, technical limitations, or an error on our side, refunds are assessed case by case.

Examples include:

• A device compatibility issue that wasn’t clearly explained
• A technical issue that prevents use of the product, not caused by the customer

📱 Example: Android Compatibility with AT&T

• If a customer purchases an AT&T eSIM but uses an Android device that isn’t clearly marked as incompatible:
  • This is considered partially our fault
  • A partial refund should be offered
  • Only credit card/service fees are deducted
  • Do not apply a 20% restocking fee

Summary:

• If it’s our fault: Full or partial refund, no restocking fee, only deduct payment processing fees if applicable
• Use judgment and fairness in each situation

Faulty Product (After Investigation)

• If confirmed faulty → Full refund

Stopped Working Mid-Use (After Investigation)

a. If it’s our or supplier’s fault

(e.g. T-Mobile SIM swap failed, data stopped early due to system error)
→ Partial refund based on unused days

b. If customer used all data

→ Customer’s fault, no refund

Replacements

• Pending further discussion
• Airtable to be updated (e.g., when to send a new eSIM instead of refund)
  • Internal Notes be updated with eSIM ICCID and reason
  • Status to be updated to Refunded

📦 Returns (Physical SIM Cards)

• Returns accepted only for unopened/unused SIM cards
• Customer is responsible for shipping cost
• Apply:
  • 20% restocking fee
  • Credit card/service fees

#RMA [Order Number]  
Shop 4, 198 Harbour Esp  
Docklands VIC 3008  

🧾 Internal Process for Returns

1. CSR creates a ticket once customer confirms return is being sent
2. Warehouse team will notify once return is received
3. Then:
   • Process refund
   • Or send replacement eSIM if agreed