How to Explain Refunds, Cancel and Ban to Your Store Customers

The fear that stops most people from trying a new number store is simple. What if I pay and the code never comes? If you explain your refund rules clearly, that fear goes away. And your telly.cat store already handles the refunds for you.

How refunds work

• No SMS before the number expires. The customer's balance is refunded automatically.
• Cancel. The customer gives up on a number they haven't used. Refunded.
• Ban. The customer flags a number that never delivered a working code. Refunded.
• A code arrived. The number did its job, so it's paid.

Your side works the same way. When your customer is refunded, your wholesale cost goes back to your telly.cat balance too.

Say it in one sentence

Put this on your home page and near the buy button. "No code, no charge. If an SMS doesn't arrive, you get your money back automatically." That single line does more for trust than any design.

Explain cancel versus ban

Customers mix these up. Keep it simple. Cancel when you changed your mind or picked the wrong service. Ban when you waited and the number just doesn't work for that service. Both give the money back.

What isn't refunded

Be clear about this too. If a code arrived and the customer then had a problem with the app they signed up for, the number still did its job. Explaining this early prevents arguments later.

Balance, not cash

Refunds go back to the customer's balance on your store. Say in your terms whether and when you pay balance back to the original payment method.

Use it in support

Most "I lost my money" tickets are customers who don't know the refund already happened. Point them to their transaction history, where the refund shows up.

Trust brings repeat buyers

Customers who know they can't lose money on a failed number try more services, more countries and more often. Clear refunds aren't a cost. They're how you keep customers.

Automatic refunds come built in with every telly.cat reseller store.

FAQ

What is the difference between cancel and ban?

Cancel gives up on a number you haven't used. Ban flags a number that never delivered a working code. Both refund.

Are numbers refunded if a code arrives?

No. Once a code arrives, the number did its job.