Most users only consider billing matters when an unexpected charge arises, such as an automatic subscription renewal. This guide is designed to help you understand how refunds work with Intercom, who is eligible for them, and the straightforward steps to request your money back. Our aim is to provide clarity and support so you can navigate the refund process with ease.
What You Should Prepare Before Applying For Refund
Account Information: Have your Intercom account email and account ID ready to verify your identity.
Transaction Details: Gather the transaction ID for the payment you are seeking a refund for, which you can find in your billing history.
Reason for Refund: Clearly outline the specific reason for the refund request, such as service issues or billing errors.
Proof of Payment: Provide screenshots or documents showing the transaction completed on your payment method.
Subscription Details: If applicable, include your current subscription plan and renewal date to clarify what service you are referring to.
Previous Communication: Include any email threads or chats with Intercom support regarding your issue to provide context.
Cancellation Confirmation: If you’ve canceled your subscription, include evidence of cancellation for reference.
How Long Does it Take to Get a Refund?
Payment method
How long it takes*
Credit/Debit Card
5-10 working days
PayPal
3-5 working days
ACH Transfer
5-7 working days
Apple Pay
3-5 working days
Google Pay
3-5 working days
*Working days are Monday to Friday, and don't include public holidays.
What are my Rights? Am I eligible for a Refund from Intercom
At Intercom, users have the right to seek clarity regarding their subscription services and billing practices. Understanding the eligibility for refunds within the context of Intercom's offerings is essential for effectively managing your account and ensuring satisfaction with the services provided.
Users may qualify for a refund under the following circumstances:
Subscription Cancellations: If a user cancels their subscription in line with the established cancellation policies and is charged for a subsequent billing cycle, they may be eligible for a refund for the pro-rated portion of the service not utilized.
Service Downtime: Users experiencing prolonged service interruptions that significantly impact their ability to utilize the features of Intercom may inquire about potential refund options for that billing period.
Billing Errors: If a user notices discrepancies in their billing—such as inconsistencies in the billed amount compared to the agreement—they may be able to request a review for a possible adjustment or refund.
Pilot Programs or Promotions: If a user participates in a promotional offer or pilot program that includes a trial period or specific refund guarantee, they should refer to the associated terms to determine eligibility for a refund based on that offer.
Account Downgrades: Users who downgrade their subscription plan may be eligible for a refund for any difference in charges, depending on the timing of the downgrade and the terms of their previous plan.
It is recommended that users review Intercom's specific Terms of Service and reach out to customer support for personalized assistance regarding individual circumstances and further clarification on eligibility for refunds.
Step-by-Step Process to Request Your Intercom Refund Like a Pro
If you purchased through Intercom.com:
Log in to your account on the ms.academy website.
Navigate to the Account Settings section.
Click on Billing or Subscriptions.
Locate the Recent Transactions or Payment History option.
Identify the charge you want a refund for and click on Request Refund.
In the message box, mention that the subscription renewed without notice.
Submit your request.
If you purchased through Apple:
Open the Settings app on your device.
Tap on your Apple ID at the top of the screen.
Select Subscriptions.
Find your Intercom subscription and tap on it.
Tap Cancel Subscription and then confirm your cancellation.
Go back to the main Settings page and scroll down to App Store.
Select Purchased and find the Intercom app.
Tap on the app and locate the Report a Problem link.
In the issue dropdown, select Request a refund.
In your message, emphasize that the account was unused and inactive.
Submit your report.
If you purchased through Google Play:
Open the Google Play Store app on your device.
Tap on the Profile icon in the top right corner.
Select Payments & subscriptions.
Tap on Subscriptions and find your Intercom subscription.
Select Cancel Subscription and confirm.
Return to the Payments & subscriptions menu.
Choose Budget & history to view your purchase history.
Find the relevant transaction and tap on it.
Tap on Request a refund and select a reason.
Use phrasing like, 'did not authorize this renewal' to strengthen your message.
Submit the request.
If you purchased through Roku:
Go to the Roku home screen and navigate to the Settings option.
Select Account and then Manage Account.
Log in to your Roku account.
Scroll to Subscription details to find your Intercom subscription.
Click on Unsubscribe to cancel your subscription.
Return to the Account Management page and look for Purchase History.
Identify the Intercom charge and click on it.
Select Request a Refund.
In your message, mention that the subscription was not used after purchase.
Submit your request for a refund.
Disclaimer
Chargeback is an independent consumer resource that provides educational information to help users understand how to cancel, manage, or request refunds for various subscriptions. We are not affiliated with, endorsed by, or sponsored by any of the companies mentioned on this site. All trademarks, logos, and brand names are the property of their respective owners.
The information we provide is based on publicly available sources and user reports and may contain inaccuracies or become outdated over time. Our guides are intended for general informational purposes only and should not be relied upon as official company instructions or legal advice.
Consumers are solely responsible for reviewing their own contracts, terms of service, and refund or cancellation obligations before taking any action. Nothing on this site should be interpreted as legal, financial, or contractual guidance.
Chargeback does not encourage or condone disputing valid charges, misrepresenting transactions, or taking any action that could violate a company's terms, service agreement, or applicable laws. We promote fair, transparent, and lawful communication between consumers and businesses.
I am writing to address a recent billing situation. [describe reason]
I would like to request a refund in the amount of [Amount].
Attached, you will find any relevant documentation to support my request.
Could you please confirm the status of my request within the next 3-5 business days?
Thank you for your attention to this matter.
Sincerely, [Your Name] [Your Phone Number]
Common refund statuses
Status
Meaning
What It Means for You
Pending
Refund request has been submitted and is under review.
Your refund is being assessed. This may take up to 5 business days.
Processing
Refund is currently being processed by the payment provider.
Funds are on their way back to your account, usually within 3-7 business days.
Refunded
The refund has been successfully completed.
You should see the funds in your account. Check your transaction history for details.
Partially Refunded
A portion of your original payment has been refunded.
Review your account for the partial refund amount; you may still have an outstanding balance.
Completed
The refund process is officially closed.
No further action required; all financial matters are resolved.
Cancelled
The refund request was cancelled before processing.
If you need further assistance, please contact support for options.
Real User Scenarios: When and How Refunds Were Successfully Claimed
Customers occasionally find themselves in situations where they need to navigate their subscription and billing experiences with Intercom. Here are some examples of how users successfully claimed refunds:
Subscription Downgrade: A user decided to downgrade their plan after realizing the additional features they were paying for were rarely utilized. After contacting Intercom support, they were able to clarify their billing cycle and receive a refund for the difference in pricing after the downgrade was processed.
Prepaid Add-ons: A business added multiple add-ons to their Intercom account with the expectation of increased usage but later realized they did not require them as anticipated. Upon reaching out to support, they discussed their account's actual usage and successfully received a refund for the add-ons that were never used.
Accidental Renewal: A user intended to pause their subscription during a seasonal slowdown but mistakenly renewed their plan. They reached out to Intercom, and after reviewing their situation, support was able to process a refund for the renewal fee, allowing the user to pause their subscription as originally intended.
Billing Inquiry: After noticing a billing discrepancy related to a plan change, a user contacted Intercom for clarification. The support team thoroughly investigated the issue and identified an error in the billing cycle. They promptly issued a refund for the overcharge, ensuring the user felt satisfied with the resolution.
The Easiest Way to Get a Intercom Refund
If you're frustrated trying to get a refund from Intercom—or if you didn't even realize you were being charged—Chargeback can help. Chargeback is a personal subscription manager that automatically detects hidden, recurring charges like Netflix, Hulu, and hundreds of others. With one click, we can cancel unwanted subscriptions, flag suspicious billing, and even initiate refund requests on your behalf. No more waiting on hold or navigating confusing help pages. Just connect your bank or card account, and we'll take care of the rest.
How to Track Your Refund Status Efficiently
Tracking your refund status efficiently is crucial for maintaining clear communication with your customers. Intercom provides several tools and channels to keep you informed about your refund progress. Here are the specific ways to stay updated:
Email Notifications: Check your email for refund updates. Intercom sends automated emails once a refund request is processed. These emails contain critical details such as the refund amount, and expected processing time.
In-App Notifications: Utilize the in-app notification feature within your Intercom dashboard. You’ll receive alerts regarding changes in your refund status, ensuring that you're promptly informed without having to leave the platform.
Account Dashboard: Visit the billing section of your Intercom account dashboard. Here, you can find a dedicated area for refund tracking that provides a detailed log of all refund requests, including status updates and timestamps.
Order History: Check the order history page in your account settings. This section provides a comprehensive overview of all transactions, allowing you to filter for refunded orders and view their respective statuses.
Refund Progress Information: Intercom offers clear visibility into refund progress. You can see whether a refund is pending, completed, or if there are any issues that require your attention.
Mobile App Access: If you use the Intercom mobile app, make sure to enable push notifications to receive real-time updates about your refund status, even on the go.
FAQ
Unfortunately, if you forgot to cancel your subscription before the renewal date, we cannot issue a refund for that billing period. We encourage users to keep track of their renewal dates to avoid unwanted charges. For any other concerns, please reach out to our support team, and we’ll do our best to assist you.
Refunds typically take 5 to 10 business days to process and appear in your account, depending on your financial institution's policies. During this time, you may see the transaction listed as pending until the funds are fully credited back to your account.
If you see a charge but do not have an active subscription, please check your account for any earlier subscriptions that may have been charged. If you still believe the charge is incorrect, contact Intercom's support team with your account details for further investigation.
If you're unable to obtain a refund directly from Intercom, consider reaching out to their customer service again to clarify your situation. Alternatively, you might explore escalating your request within Intercom's support system for further assistance. Lastly, reviewing your account details and past communications could help provide context for your request.
If Intercom refuses to issue a refund, consider reviewing their refund policy for further clarification on eligibility. You may also want to reach out to their support team again for additional assistance or to discuss your account details, which could provide more insights into your situation.
Chargeback and the Chargeback trademarks used herein are trademarks or registered trademarks of Chargeback and its affiliates. The use of any other trade name, copyright, or trademark is for identification and reference purposes only and does not imply any association with the copyright or trademark holder of their product or brand. Other product and company names mentioned herein are the property of their respective owners.
¹ Total savings is calculated based on internal annualized estimates of savings for customers. ² Average requests times may vary depending on volume of requests
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