I. Refund Process

To request an online refund, you can send keywords like “refund” in a chat with “My Customer Service” to trigger the refund link. Tap the refund request link, find the order you need to refund, tap the “Request Refund” button, and complete the refund reason to submit the refund request.

II. Refund Time

After submitting the refund request, we will complete the review within 15 working days. Once approved, the refund will be returned to your original payment account.

III. Notes

1. Only orders purchased within the last 30 days are eligible for online refunds. This covers the following advanced features: Number of External Contacts, Mails, Docs, WeDrive, and Security.
Note: For the Number of External Contacts feature, only orders paid for on or after November 23, 2023 are eligible for online refunds. For the advanced features of Mails, online refunds are supported for orders placed in the mobile app or Admin Console.

2. For orders with a paper invoice issued, you will need to return the invoice back as per WeCom requirements to complete the refund process. You must return the invoice within 15 calendar days; otherwise, the refund request will be considered unsuccessful.

3. For advanced mail features, advanced Docs features, advanced WeDrive features, advanced security features, external Contacts, and customer acquisition assistant, the corresponding services will be terminated immediately upon submitting a refund request.

4. WeCom advanced features are considered consumable service products, and do not support full refunds without reason.

5. Partial Refund Amount Calculation: The refund amount is calculated based on the remaining time value from the refund initiation date to the original order expiration date, as well as the deduction of consumed resources, according to the specific services purchased. Currently, if the used time is less than one day at the time of refund, it will be calculated as one day.
For example: If you purchase on January 11 and request a refund on the same day, it will be calculated as one day of use. In case of any other issues with the refund process, admins can open the WeCom app, tap the hamburger icon in the upper-left corner of the “Chats” page -> the “Settings” icon in the lower-right corner -> “Help and Customer Service”, scroll down, and tap “Online Customer Service” to contact us.

6. After submitting a self-service refund, any form of revocation or cancellation of the refund operation will not be supported. Please proceed with caution.