Omnaris reviews refund requests against the authoritative Enigma ledger, canonical Stripe records, work already performed, third-party costs already incurred, the accepted customer agreement, and applicable law.
Scope
This policy explains how Omnaris reviews customer-balance funding refunds, billing corrections, unused service credit, canceled work, duplicate charges, and Stripe disputes. The accepted pricing schedule, warehouse service agreement, carrier rules, and mandatory law determine eligibility for a specific transaction.
A refund is not the same as an inventory return. Physical product returns and dispositions follow the dashboard return workflow and warehouse agreement.
Failed, Expired, or Unpaid Funding
A failed, expired, canceled, unpaid, mismatched, or unverified Stripe Checkout Session adds no funds to the customer balance and therefore normally has no Omnaris balance credit to refund. A bank or card authorization hold may remain temporarily under the payment provider's rules even when Omnaris records no completed payment.
If a payment appears completed at the provider but not in Enigma, do not pay again solely to correct the delay. Report the Checkout, payment, or safe transaction reference so reconciliation can verify the canonical provider record without double-crediting the account.
Requests Omnaris Will Review
Omnaris will review a timely, documented request involving:
- a verified duplicate balance funding or duplicate Omnaris ledger charge
- a completed funding amount applied to the wrong Omnaris customer account through an attributable system error
- an unauthorized transaction reported by an authorized account representative
- a service charge recorded incorrectly under the accepted pricing schedule
- an approved cancellation before the related labor, material, carrier, customs, or provider cost was incurred
- unused, unreserved positive service credit during an approved account-closure process after all obligations and adjustments are resolved
- another refund required by the accepted agreement or applicable law
Normally Nonrefundable Amounts
Unless the accepted agreement or law requires otherwise, completed warehouse labor, receiving, storage, minimums, pick and pack, packaging, proof, special projects, return handling, inspection, disposal, and administrative work are nonrefundable once performed. Carrier, postage, customs, duties, taxes, provider charges, and other pass-through costs are nonrefundable once incurred except to the extent the third party returns them to Omnaris.
Customer error, late cancellation, inaccurate dimensions or addresses, unclaimed delivery, recipient refusal, prohibited goods, customs action, or failure to maintain required information does not automatically create a refund. Omnaris will apply any specific credit or claim remedy stated in the service agreement.
How to Request Review
An account owner, administrator, or billing member should open a dashboard support ticket and provide the account, amount, currency, date, reason, invoice or transaction reference, and relevant safe evidence. Never send a password, complete card number, card security code, bank credential, API key, or Stripe secret.
Submit the request within the deadline in the accepted agreement, invoice, carrier rules, or applicable law. Omnaris may request authorization, identity or account verification, provider evidence, inventory or parcel records, and reasonable time to reconcile the relevant systems.
Refund Method and Timing
An approved refund is normally returned through the original payment method or recorded as an agreed Omnaris balance credit. Omnaris does not redirect a refund to an unrelated card, bank account, customer, worker, recipient, or third party unless required by law and independently verified.
Processing time depends on reconciliation, the payment provider, banks, weekends, currency, disputes, carrier credits, and legal review. Omnaris will record the committed result in Enigma and provide a required financial notice; a provider or browser status alone is not final ledger evidence.
Balance and Ledger Effects
When a Stripe refund is confirmed, Enigma applies one idempotent adjustment so the refunded amount cannot remain available as service credit. If the refund later fails, Enigma may restore the corresponding amount after authoritative provider confirmation. Duplicate webhook or reconciliation delivery does not create a second adjustment.
A refund may be reduced or withheld for unpaid invoices, negative balance, reserved work, already incurred costs, dispute holds, or another permitted setoff identified by the agreement and law. Omnaris will not manually edit a balance to imitate an unverified provider outcome.
Disputes and Chargebacks
Contact Omnaris promptly before starting a chargeback so a billing error or compromise can be investigated. This does not waive a lawful dispute right or provider deadline. A Stripe dispute may debit the corresponding customer balance while funds are withdrawn and restore them if the provider later releases the funds.
The customer must reasonably cooperate with provider evidence requests. Omnaris may place affected billing or service work on hold during a dispute as allowed by the agreement and law.
Unused Balance at Account Closure
Closing an account does not immediately make the displayed balance refundable. Omnaris must complete or cancel authorized work, reconcile carrier and warehouse adjustments, resolve disputes and refunds, invoice outstanding services, and arrange remaining-inventory exit first.
After final reconciliation, unused and unreserved positive service credit is handled under the accepted agreement and applicable law. The customer must keep a valid authorized contact and original payment information available for the verified process.
Changes and Contact
Omnaris may update this policy for future transactions. A material change does not silently replace an accepted customer-specific refund or pricing term.
Open a dashboard support ticket for the fastest account-linked review or contact support@omnarisfulfillment.com with safe references only.
Customer-specific prices, claims deadlines, credits, cancellation cutoffs, setoff rights, and refund eligibility require finance and qualified legal approval in the accepted agreement before production use.
