Credit Refunds for Bounced Emails in Seamless
Learn how credit refunds work in Seamless when emails bounce or come back as invalid. This article covers what qualifies for a refund, what does not, how partial charges are handled, and what to do if a refund has not appeared in your balance. Whether you are troubleshooting a missed refund or just want to understand how the system works, this article walks you through everything you need to know.
Overview
When an email sent through Connect bounces, Seamless automatically checks whether the credit you spent researching that contact's email should be returned to you. If it qualifies, the credit is added back to your balance automatically. You do not need to request it or open a support ticket.
How Credit Refunds Work
When you research a contact, Seamless may return both an email address and a phone number. If that email bounces, only the email portion of the research charge is eligible for a refund. The phone number portion stays charged because it is still valid data available for you to use.
It is also worth knowing that refunds do not process the instant a bounce is recorded. The system runs an automated check on a recurring basis, so expect the credit to reappear in your balance shortly after the bounce rather than immediately.
You will also receive a credit refund if you use credits to pull a contact's information and our system comes back with an invalid email. In that case the credit is returned to your balance automatically as well.
What Qualifies for a Refund
Purchased credits only
Refunds apply to credits your organization or user account has purchased. They do not apply to free accounts, complimentary credits, or seat allotment credits.
Emails researched by Seamless
Refunds only cover email addresses that Seamless researched and charged you credits for. Addresses you added manually or sourced from somewhere else are not eligible.
Emails sent through Connect only
Only emails sent through Connect are tracked by this system. Emails sent through a synced Gmail or Outlook account or through another tool entirely do not qualify.
Partial charges are returned proportionally
If a research charge was covered partly by plan credits and partly by purchased credits, only the purchased portion is returned. For example if a research was covered 75% by plan credits and 25% by purchased credits, only that 25% comes back.
Why a Bounce Might Not Produce a Refund
Not every bounce will result in a credit refund. Here are the most common reasons:
The credits used were not purchased credits
This is the most frequent reason a refund does not occur. Plan credits and complimentary credits are typically used before purchased credits, so a given research action may not have drawn from your purchased balance at all. If no purchased credits were spent there is nothing to return.
The email address was not researched by Seamless
Addresses you typed in manually, personal email addresses, or addresses that were already invalid before Seamless researched them are not eligible for a refund.
The email was not sent through Connect
Emails sent from a synced mailbox or an outside tool are not tracked by this system and do not qualify.
Someone in your organization already reached this contact
If anyone in your organization previously sent an email to this contact that delivered successfully, later bounces to that same contact will not trigger a refund.
This contact was already refunded once
Each contact is eligible for a single email research refund. If the same contact bounces again it will not generate another refund.
The bounce was in a bulk run
If one contact in a bulk Enrich or Autopilot run bounces, only that contact's email portion is returned. The other contacts in the run are not affected and are not refunded.
How Long Does It Take
Refunds are processed on a recurring automated check rather than in real time. The credit should reappear in your balance shortly after the bounce is recorded. If a significant amount of time has passed and you believe the refund criteria were met, reach out to our support team with the contact name and the approximate send date and we will look into it for you.
Frequently Asked Questions
Q: Do I need to request a credit refund when an email bounces?
No. If the bounce qualifies, the credit is returned to your balance automatically. You do not need to open a ticket or contact support.
Q: Will I get a refund if Seamless returns an invalid email when I research a contact?
Yes. If you use credits to pull a contact's information and the email comes back as invalid, those credits will be refunded to your balance automatically.
Q: What if only part of my research charge was covered by purchased credits?
Only the purchased portion of the charge is refunded. The plan credit portion is not returned.
Q: Can I get a refund if I send emails through Gmail or Outlook instead of Connect?
No. Only emails sent through Connect are tracked by this system. Emails sent through a synced mailbox or outside tool do not qualify.
Q: What if the same contact bounces more than once?
Each contact is eligible for one email research refund. Additional bounces on the same contact will not generate another refund.
Q: I think I qualify for a refund but the credit has not come back yet. What should I do?
Refunds process on an automated schedule so it may take a little time to appear. If it has been a while and you believe the criteria were met, reach out to our support team with the contact name and send date and we will investigate.
Not Seeing Refunds on Your Account?
Credit refunds for bounced emails are available on plans that use purchased credits. If you are not seeing refunds and believe you should be, reach out to your Seamless account rep or contact our support team to review your plan and credit setup.
