How is a refund processed and re-billed when a payment method needs to change due to a shipping delay?

When a shipping delay leads to a payment dispute or a request to switch payment methods, Styku support can refund the original charge and re-bill to a new payment method. This process requires management approval before any funds are moved. Once approved, you will receive a receipt and proof of refund confirming both transactions.

What Triggers This Process

This situation typically occurs when:

An order experiences a significant shipping delay and the customer disputes the original charge
A customer wants deposits returned to one card and re-charged to a different card
A payment was made on a card that is no longer preferred or accessible

Note on shipping delays: Per Styku's Terms of Service, Styku is not responsible for delays caused by carriers, customs, or other third parties. If your unit was delayed after being handed to a carrier, any damage or loss claims should be filed directly with the carrier, as risk of loss transfers to the buyer once the unit is delivered to the carrier.

Note on force majeure: Per Styku's Terms of Service, neither Styku nor the customer is responsible for delays or failures in performance caused by events outside their reasonable control, such as natural disasters, internet outages, pandemics, or government restrictions. However, this exemption does not apply to payment obligations — fees remain due regardless of force majeure events.

Step-by-Step: How the Refund and Re-Billing Works

Customer contacts support — Reach out via the Styku Business Portal to explain the situation. Include your order number, the card originally charged, and the new payment method you want to use.
Support updates your account — The support agent records your new payment method and documents the refund request.
Management approval is requested — Styku support escalates the refund to a manager for authorization. This step is required before any money is moved.
Refund is processed — Once approved, the refund is issued to the original payment method. Refunds typically take 5–10 business days to appear on your card statement, depending on your bank or card issuer.
Re-charge is processed — After the refund is confirmed, the correct amount is charged to your new payment method.
Confirmation is sent to you — You will receive a payment receipt and proof of refund via email.

If You Are Canceling Your Order Instead

If shipping delays have led you to cancel your order entirely:

Cancellation must also receive management approval.
The internal cancellation and audit process takes approximately 60 business days.
After the internal process completes, your refund will take an additional 5–10 business days to appear on your statement.
Your active subscription will be canceled as part of this process. Note that unless your Order specifies otherwise, your subscription automatically renews for the same duration as your prior term — confirm your Order details to understand your specific renewal conditions before canceling.
A Customer Success Manager may be assigned as your point of contact for refund status updates.

Important Notes

Refunds are returned to the original payment method unless a specific re-billing arrangement has been approved by management.
If deposits were split across multiple cards (for example, one American Express and one debit card), each deposit is refunded to the card it was originally charged to.
Per Styku's Refurbished Unit Sales Terms, full payment must be received before a unit is shipped, and Styku may require identification or business verification to prevent fraud. If your order has not yet shipped, this may affect how your refund request is handled.
Styku does not have a phone support line. All requests must be submitted in writing through the portal or by email so that your request is properly documented and tracked.

How to Check Your Billing Information

You can review invoices and update your payment method at any time through the Styku Business Portal using your registered billing email address. See also: How do I update my subscription payment or billing information?

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

If the problem persists, contact support and include: your order number, the last four digits of the card originally charged, the last four digits of the new card to be charged, the amount in dispute, and any email correspondence or receipts you have already received.

Applies to: All Styku configurations — any hardware order with an active or pending subscription where a billing dispute or payment method change is needed in connection with a delayed or canceled order.

Related Resources

Styku Refurbished Unit Sales Terms — Payment, Delivery & Risk of Loss
Styku Customer Terms of Service — Force Majeure
Styku Customer Terms of Service — Subscription Term and Automatic Renewal