--- title: "Refunds and credit notes" slug: "refunds-and-credit-notes" tags: ["New Awin"] updated: 2026-11-09T17:16:48Z published: 2026-11-09T17:16:48Z canonical: "help.awin.com/refunds-and-credit-notes" --- > ## Documentation Index > Fetch the complete documentation index at: https://help.awin.com/llms.txt > Use this file to discover all available pages before exploring further. # Refunds and credit notes This article explains when you’re entitled to a refund or credit note, how to request one, and what to expect from the process. Understanding these options can help you resolve billing discrepancies quickly and with confidence. ## When can you request a refund? You may be eligible to request a refund if you’ve paid too much or accidentally made a duplicate payment. All refund requests are subject to review and approval by Awin. ## How to request a refund The process differs depending on your account type. ### ShareASale upgraded advertisers > [!NOTE] > Note > > This section applies to ShareASale upgraded advertisers only. You can submit a refund request directly from your account for any eligible card deposit made within the last 120 days. 1. Go to **Billing > Account balance**. 2. Find the relevant deposit and click on three dots. 3. Click on **Refund**. 4. Select a reason for the refund. 5. Select **Submit**. Our team will review your request and respond within 7 days. > [!WARNING] > Important > > Refunds can only be requested within 120 days of the original deposit. We’re unable to process requests submitted after this period. Refunds are always returned to the original payment method and can’t reduce your balance below zero. ### All other advertisers To submit a refund request, please contact us via the contact form. If you have a dedicated Awin contact, please reach out to them. If not, you can get in touch with our support team by filling out the [contact form](http://app.awin.com/{locale}/awin/advertiser/{advertiserId}/support). To process your refund, our team will need: - Your bank details - A bank letter confirming your bank details Please note those are the processing times: - **Review:** Once your request has been submitted, it may take up to one week to receive the feedback. - **Payment:** Once approved, refunds typically take 3-5 business days to appear in your bank account. ## Understanding credit notes ### What is a credit note and when is it issued A credit note is a document issued to correct or cancel an incorrect charge on your account. It offsets the original invoice instead of generating a new one. Awin issues credit notes in the following situations: - **Incorrect fees:** You’ve been charged fees that don’t match your agreement. The credit note offsets the incorrect invoice. - **Transaction reversals:** You’ve been invoiced for transactions that have since been declined. A credit note is issued for the amount you shouldn’t have been charged. - **Post-closure charges:** You’ve been invoiced for a period after your account was closed. ### How credit notes are applied Where possible, credit notes are allocated against the relevant invoice. If the original invoice has already been paid, the credit note may remain unallocated until applied to a future invoice. You can then choose which future invoice you’d like it applied to by contacting us via the support contact form. If you have a dedicated Awin contact, please reach out to them. If not, you can get in touch with our support team by filling out the [contact form](http://app.awin.com/{locale}/awin/advertiser/{advertiserId}/support). Each credit note will indicate which invoice it relates to, making it straightforward to match them up. ### Checking your credit note status You can view all your credit notes in **Billing > Invoice history**. The status shown next to each credit note indicates whether it has been applied: - **Fully paid** - The credit note has been allocated to an invoice. - **Not paid** - The credit note hasn’t been allocated yet. > [!NOTE] > Note > > Only users with Owner or Admin permissions can access Invoice history. --- ### FAQ #### What’s the difference between a refund and a credit note? A refund returns money directly to your bank account or original payment method. A credit note offsets an incorrect charge and is applied to an existing or future invoice instead. #### Can I choose which invoice my credit note is applied to? Yes, if the credit note is unallocated. Contact us via the contact form and let us know which invoice you’d like it applied to. #### How will I know if my credit note has been applied? In **Billing > Invoice history**, the status will show **Fully paid** once it’s been allocated, or **Not paid** if it’s still unallocated. #### I'm a ShareASale upgraded advertiser - does this article apply to me? The credit note process applies to all advertisers. For refunds, you can request these directly from the **Billing > Account balance page**. See the [steps above](/advertisers/docs/refunds-and-credit-notes#shareasale-upgraded-advertisers). ---