If you have a billing, shipping, or order-related concern, you can contact Motive Support to ask for a review. This article explains what refunds, waivers, and service credits mean, when Motive may review a request, and what information to include when contacting Support.
Overview
This article helps fleets:
- Understand the request types: Learn the difference between refunds, waivers, and service credits.
- Set expectations early: Understand that these requests are reviewed case by case and are not guaranteed.
- Prepare complete requests: Know what details to share when asking Support to review a billing or order concern.
- Choose the right path: Understand when to contact Motive Support for review.
What is a refund?
A refund returns money paid for a product, service, or shipping charge when Motive approves the request.
What is a service credit?
A service credit is a billing adjustment that may be applied when Motive approves compensation for a service-related concern or loss.
What is a waiver?
A waiver removes or reduces an eligible charge after review. Depending on the issue, Motive may review waiver requests for some shipping, missing-item, or order-related concerns.
When Motive may review a request
Motive may review a refund, waiver, or service credit request in situations such as:
- A shipping-related issue
- A missing item or missing order concern
- A subscription or billing concern that needs review
- A service concern that may qualify for a service credit
These examples do not guarantee approval. Each request is reviewed based on the details of the issue.
What to know before contacting Support
Keep the following in mind:
- Refund, waiver, and service credit requests are reviewed on a case-by-case basis.
- Some requests may require additional investigation before Motive can confirm the next step.
- Some requests may depend on the type of issue, order history, or account status.
- A request is not guaranteed to be approved.
How to request a refund, waiver, or service credit
Contact Motive Support and include the following details so your request can be reviewed faster:
- Your company name
- The email address associated with the account
- Your invoice number or order number, if available
- A short description of the issue
- Any supporting details that explain the request
If the request is related to a shipment or order issue, include the relevant shipping or order details when possible.
What happens after you submit a request
After you contact Support, Motive may review the request and determine whether a refund, waiver, or service credit applies. In some cases, Support may ask for more information before confirming the next step.
If your account is financed through a vendor
If your account is financed through a third-party vendor, some billing-related questions may need to be handled by that financing provider instead of Motive.
FAQs
Can I request a refund from Motive?
Yes. If you believe there is a billing, shipping, or order-related issue, you can contact Motive Support and ask for a review.
Are refunds, waivers, and service credits guaranteed?
No. These requests are reviewed case by case, and approval is not guaranteed.
What is the difference between a refund and a service credit?
A refund returns money already paid. A service credit is a billing adjustment that may be applied after review for a qualifying service-related concern.
Can I request a waiver for a shipping or order issue?
You can contact Motive Support to ask for a review. Depending on the issue, Motive may review waiver-related requests for shipping charges, missing items, or order concerns.
What information should I share when contacting Support?
Share your company name, account email, invoice or order number if available, and a short description of the issue so Support can review your request faster.
What if my account is financed through a vendor?
If your account is financed through a third-party provider, some billing-related questions may need to be handled by that provider instead of Motive.
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