Returns and refunds

Your customer can return the product they bought within the return period. You as a vendor can choose the return period yourself – 14 days, 30 days or 60 days. You have the option to offer the customer a partial refund of their costs or to be accommodating and independently initiate a refund, even after the return period has expired. Both you as a vendor and we as a platform can process refunds, whereby the customer decides to contact you directly as the vendor or use the return link to our support system. Requests of this kind that you receive as a vendor can be processed personally by you or forwarded to us.

Withdrawal regulations for digital products

Digital goods and downloads may be excluded from withdrawal if the customer has been explicitly informed of this in advance and has expressly consented to the expiry of the right of withdrawal (via the checkbox on the order form). If such a checkbox does not exist, the 14-day right of withdrawal applies.

Withdrawal regulations for seminars and services

The statutory withdrawal period of 14 days always applies here. Digistore24 also offers a “goodwill extension” to the return period of 30 or 60 days in terms of software. In your settings, you can choose which of these return periods you want to set for your seminar (to the guide).

If a customer objects to the purchase contract after expiry of the statutory 14-day withdrawal period, you can grant withdrawal up to 60 days after the purchase date as a gesture of goodwill, as long as you have specified this in your settings.

What happens if the customer cancels after the seminar and thus after the service has been provided?

For example, if the customer decides to buy the service one week before the seminar takes place, and you have specified a 30-day right of withdrawal in your settings, then the customer theoretically can still withdraw after the seminar has taken place i.e. after they have attended it.

In this case, the customer must be informed that their right of withdrawal expires before the expiry of the withdrawal period if the seminar/service has been completely provided. The customer automatically agrees to this condition when making the purchase.

Return period

The return period always begins with the purchase of the payment and amounts to a maximum of 60 days.

An example:

For a trial period of 10 days, the actual payment will not be made until 10 days after the purchase. Therefore, the return period begins at this point in time. There is - theoretically - a return up to 70 days after the purchase possible.

2. Give a refund

Please note that the return may take 10 working days. For security reasons, this is not carried out immediately.

Step-by-step guide

Information on returns by bank transfer

Payments made by SEPA direct debit, Pay now with online banking (Sofort.) or advance payments are always returned by bank transfer.

  • Returns are only ever made via the same payment method of the original purchase.
  • The account of the purchase must be identical to that of the return.

For refunds via direct debit, the customer’s address is required for the sake of security if the customer address was not given on the order form. This must be entered via the so-called proof link which he automatically receives via email from the system.

In addition, proof of identity in the form of a photo ID scan is required for returns over €200.  This must also be done via a proof link.

No return possible after 60 days!

The maximum return period of 60 days must not be exceeded. From a technical point of view, no refund is possible after this period

3. Cancel subscription

Step-by-step guide

Cancellations of installment payments:

Subscriptions can be cancelled at any time. However, installments can only be cancelled if you specify this under Account > Products by clicking on the corresponding pencil icon   in the tab Payment plans for Buyer may cancel installments.

4. Let customers cancel their subscriptions themselves

For low-cost products, it can be worthwhile offering customers a cancellation option instead of having to deal with the support yourself. On Digistore24, you have the possibility to offer the customer a link with a cancellation option on the order confirmation, which the customer receives after their purchase.

Step-by-step guide

5. Determine return period yourself

In principle, a statutory withdrawal period of 14 days applies to products that are suitable for withdrawal. However, every vendor is free to design their own return options. The maximum return period is 60 days.

Step-by-step guide


Please note: If you specify a withdrawal period of 30 days for Refund regulation, then the withdrawal period is one month, regardless of whether the month has 28, 29, 30 or 31 days. It is similar if you specify a withdrawal period of 60 days. Then the actual withdrawal period is two months; irrespective of how many exact days these months have.

For example, if you specify a 30 days withdrawal period and your customer orders your product on 5 October, they can return it anytime before 5 November; regardless of the exact number of days in between.

However, for a withdrawal period of 14 days your customer has exactly 14 days to cancel their order.

No right of withdrawal for private customers for digital content, software, services and seminars:

You can set the refund regulation to “No refund possible” for the following product types: digital content, software, services and seminars. In these cases, there will be a checkbox on the order form that explicitly informs the customer that they cannot return the digital product. The customer must actively check the checkbox; this way, you obtain their consent to the expiry of the right of withdrawal.

For digital products and software, the checkbox text is as follows:

I expressly agree that you will begin with the execution of the contract before the expiry of the withdrawal period. I am aware that by giving this consent I lose my right of withdrawal at the beginning of the execution of the contract.

This looks like that:

For services and seminars, the checkbox text is as follows:

I agree and expressly demand that you start the execution of the ordered service before the end of the withdrawal period. I am aware that I lose my right of withdrawal if you completely fulfill the contract.

We at Digistore24 have already tested this for you. The result was a dramatic conversion drop between 20% and 50% if such a checkbox was present on the order form.

You must grant a right of withdrawal for all other product types. In these cases, no checkbox is displayed on the order form.

The right of return is set to 14 days at the time of order, provided no other right of return has been set.

New return settings for future orders only:

If you make new refund settings, these only apply to products ordered by your customers in the future. The settings are not retroactive for existing orders.

Why determining the order is important: 

Every refund request receives by Digistore24 will be processed directly by us. In doing so, we will check your refund settings.

In the event of a refund, Digistore24 checks the order for the initial product. The initial product is the first product on the order form and the first product in the product list of the order details. Digistore24 goes through all the refund regulations in the order set by the product vendor. This way, each refund regulation is checked one after the other to see whether it is valid for the initial product. If All or the initial product was selected in the first refund regulation, then this refund regulation applies to the initial product. If not, the subsequent refund regulations are checked one after the other until the appropriate refund regulation is found. (If no regulation is found, a default refund regulation with the statutory 14-day right of withdrawal will be used.)

For this reason, it is so important that you set the default regulation for all products with a high number such as 999. If the refund regulation you want for the initial product comes after the default regulation, the default regulation is selected as the first appropriate regulation instead.

6. Give a partial refund

In principle, both you as a vendor and we as a platform receive refund requests and cancellations. All requests directly received by Digistore24 are processed by us. You can process the requests you receive as a vendor yourself.

In some cases, you may only want to refund part of the purchase price, maybe because the customer has already used the product or because you have agreed to do so.

You can use partial returns to refund partial amounts. The amount refunded is therefore also a discount.

Please note that the return may take 10 working days. For security reasons, this is not carried out immediately.

Step-by-step guide

Information on partial returns:

  • Returns are only ever made with the same payment method of purchase.

  • In case of a partial return the payment status does not change! Subscription and instalment payments therefore continue as normal.

  • No IPN notifications are sent for partial returns. This means that connected membership areas, autoresponders or other systems do not receive a status update via IPN.

No return possible after 60 days!

The maximum return period of 60 days must not be exceeded. From a technical point of view, no refund is possible after this period.

7. Your most important questions regarding returns and refunds

How long do refunds take?

The refund is carried out directly for the payment methods PayPal and Credit card.

For the payment methods debit card, bank transfer and Pay now with online banking (Sofort.), it takes a maximum of 10 working days (not weekends) until the money is transferred back to the customer’s bank account. However, it is usually faster than this. We will inform your customers by email that their refund has been received in our system and will be processed within 10 working days.

The delay of up to 10 days serves as security: Some customers submit a refund request and simultaneously make a chargeback request with their house bank. In this case, they would receive double the amount of money, which we as sellers would then have to reclaim, using legal means if necessary. We prevent such incidents by delaying the refund.

Payment method

Return time

Return type

Credit card

1 day

via credit card to the credit card used

PayPal

1 day

via credit card to the PayPal account used

SEPA direct debit

10 day

via bank transfer to the bank account used

Pay Now (Sofort.)

10 day

via bank transfer to the bank account used

Advance payment

10 day

via bank transfer - the buyer must provide us with his bank details


Where can I check whether a refund has been recorded in the system?

Step-by-step guide

Updated on 17. July 2018

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