How do I initiate a return or escalate an unresolved complaint about my Styku scanner?

Returns, refunds, and billing disputes cannot be resolved through standard support tickets alone. These situations require escalation to Styku's account management or leadership team. If you have already contacted support without a resolution, follow the steps below to make sure your case reaches the right people as quickly as possible.

What Qualifies for Escalation

Contact Styku support and request escalation if you are experiencing any of the following:

You want to return your Styku scanner
You believe you were incorrectly charged subscription fees
You have reported a software issue multiple times with no resolution
You have an outstanding agreement or commitment from a Styku representative that has not been followed up on
You are a reseller or distributor with a business dispute

How to Submit an Escalation Request

Log in to the Styku Business Portal at styku.com/portal.
Navigate to the support section and complete the ticket submission form.
In the subject line, write: ESCALATION REQUEST – [Your Company Name].
In the ticket description, include all of the following:
- A clear summary of the issue and what resolution you are requesting (return, refund, software fix, etc.)
- A timeline of events, including dates of purchase, contacts made, and any commitments received
- The names of any Styku staff members you have spoken with
- Copies or descriptions of any written agreements or email promises made to you
Submit the ticket. You will receive a confirmation email.

All escalation requests must be submitted via the Business Portal ticket form — phone and email channels are not available for escalations.

What Happens After You Submit

A support representative will acknowledge your ticket within 1 business day.
Your ticket will be flagged for escalation to account management or Styku leadership.
A team member with authority to address returns, refunds, and billing adjustments will follow up with you directly.

Standard support agents cannot approve returns or refunds. Requesting escalation in your ticket ensures it is routed to the correct team without delay.

Tips for a Faster Resolution

Submit everything in one ticket. A complete, organized summary is much faster to act on than multiple separate emails.
Be specific about what you want. State clearly whether you are requesting a return, a refund, a software fix, or a combination.
Submit through one channel only. Sending the same request through multiple channels at once causes delays when responses are not coordinated.
Keep a record of all prior communication. Dates, names, and written commitments will support your case.

A Note on Software Issues and Subscription Billing

If a software problem—such as a translation error or a localization issue—prevented you from using your scanner, document the specific errors you experienced. Include screenshots if possible. This information is important for the escalation team to assess your case.

If your scanner software was deactivated due to unpaid subscription fees and you believe those charges were applied in error, clearly state the terms you were originally offered and provide any written confirmation of those terms.

If this resolves your issue, no further action is needed.

If the problem persists, contact support and include: your company name and account details, a written timeline of all contacts made and commitments received, the names of Styku staff you have communicated with, the specific resolution you are requesting (return, refund, software fix, or unit return), and any screenshots or documentation of software errors or billing discrepancies.

Applies to: All Styku configurations; resellers and international distributors with unresolved account, billing, or return disputes.

Related Resources

How do I return my Styku scanner or request a refund?
How do I request an RMA for a Styku hardware replacement?
Styku Consignment Buyback Program: How It Works and How to Return Your Scanner