ListingHop

Refund & Wallet Hold Policy

Last Updated: November 2, 2026

At ListingHop, we separate our billing rules into two clear layers: (1) how your internal Seller Wallet holds, captures, and releases credits during day-to-day usage, and (2) when a one-time WooCommerce/Stripe Wallet Package purchase is eligible for a cash refund back to your original payment method.

  1. How Seller Wallet Holds, Captures & Automatic Releases Work
    ListingHop uses an atomic two-phase wallet ledger so you are never charged wallet credit for a verification code that fails to arrive.

(a) Temporary Wallet Hold on Request:
When you request a one-time SMS verification number ($3.00) or an additional repeat SMS on the same number ($3.00), that amount is moved from your “Available Balance” into a temporary “Held Balance”. Your funds are reserved, not spent.

(b) Capture Only Upon Delivery:

  • One-Time SMS Verification ($3.00): Your hold is captured (finalized as spent) only when a valid verification SMS is received from the carrier and delivered to your dashboard.
  • Additional / Repeat SMS ($3.00): Before requesting a second or subsequent SMS on an active number, you must explicitly confirm the $3.00 price. Each repeat request places a separate $3.00 hold, which is captured only when a genuinely new SMS message arrives.
  • Private Email Inboxes ($3.50 for 7 days / $7.95 for 30 days) & Email Aliases ($1.50): Captured when the private inbox or alias is successfully provisioned and assigned to your account.
  • Dedicated Number Rentals ($14.95 to $69.95) & Rental Extensions ($3.95/day): Captured when the dedicated rental number is provisioned by the upstream carrier.

(c) 100% Automatic Hold Release (Zero Wallet Cost):
Your temporary wallet hold is automatically released in full ($0.00 deducted) back to your Available Balance whenever:

  • An SMS activation window expires without receiving a verification code.
  • You manually cancel an active SMS verification before any SMS code has arrived.
  • A repeat SMS request expires without delivering a new message.
  • An upstream carrier reports out-of-stock or fails to allocate a number before an order ID is created.
  1. Non-Refundable Wallet Usages
    Once a service has been successfully delivered inside your dashboard, the corresponding wallet deduction is final and cannot be reversed back into wallet credit:
  • Delivered Activation Codes: No wallet refund or release is possible after an SMS verification code or full SMS text has been received and delivered to your session, even if a third-party marketplace subsequently rejects your listing or asks for additional identity documents.
  • Provisioned Dedicated Rentals & Private Inboxes: Because dedicated physical SIM rental lines and private domain inboxes are reserved exclusively for your account on upstream telecom hardware upon creation, provisioned rentals, rental extensions, and private inboxes cannot be cancelled for a wallet refund once assigned.
  1. Uncertain Network Outcomes & Administrator Reconciliation
    If a carrier network connection drops or times out at the exact moment a purchase or cancellation request is sent, our system will never guess or double-charge your wallet. Instead, the usage enters a protected reconciliation state (“Verifying with provider” or “Admin review”) while our background reconciler checks the true upstream order state. If automatic verification cannot confirm whether a code was delivered, an administrator reviews the order within 24 hours and either releases the hold back to your wallet or finalizes the capture based on verified carrier logs.
  2. Stripe Cash Refunds for Seller Wallet Packages ($9.95 / $19.95 / $29.95)
    (a) Unused Wallet Packages (14-Day Refund Window):
    If you purchase a Starter Seller Pack ($9.95), Multi-Platform Growth Pack ($19.95), or Dedicated Rental Line Pack ($29.95) and have not spent any wallet credits, have no active holds, and have not provisioned any numbers or inboxes, you may request a full 100% refund to your original Stripe payment method within 14 calendar days of purchase by emailing support@listinghop.com with your Order ID.

(b) Partially Used Wallet Packages:
Once you have used a portion of your wallet credits (or unlocked and consumed promotional bonus credits included in the Multi-Platform Growth Pack or Dedicated Rental Line Pack), the package is considered partially consumed digital content. If a partial refund is granted at our support team’s discretion, our ledger reverses the corresponding wallet credit (including any promotional bonus credit attached to that package) from your wallet balance.

(c) Chargebacks & Payment Disputes:
If a Stripe refund, cancellation, or payment dispute (chargeback) is initiated on a funded order, ListingHop automatically deducts the reversed credit amount from your Seller Wallet and locks your wallet while any dispute is open. If a reversal causes your available wallet balance to fall below $0.00 because credits were already spent on telecom services, your Seller Wallet is automatically frozen until the negative balance is resolved.

  1. How to Request a Refund or Hold Review
    Email support@listinghop.com with your account email address, WooCommerce Order ID (for Stripe package refunds), or Usage ID (for wallet hold questions). We review and respond to all billing requests within 1 business day.