Lob does not refund for production or service related issues. However, we do support issuing credits that are redeemable in the following billing cycle.
To receive a credit, you must submit a claim by opening a support ticket with Lob through firstname.lastname@example.org or using our messaging widget in the bottom right corner of your Lob Dashboard. To be eligible, the credit request must be received by Lob Support by the end of the next calendar month after which the incident occurred and must include:
- The words "SLA Credit Request" in the subject line;
- The dates and times of the incident occurred and the mailpiece IDs that were impacted and how
- The affected Lob APIs
- Your account’s logs that document the errors and corroborate your claimed outage or production issue (any confidential or sensitive information in these logs should be removed or replaced with asterisks).
Your failure to provide the request logs and other information as required above will disqualify you from receiving a Service or Production Credit. Our customers must understand and agree that Service Credits are its sole and exclusive remedy for any breach of SLA by Lob.
Credits and refunds are exclusively up to Lob’s discretion to accept or deny the processing of a refund or credit depending on the circumstances. If you would like to know if your production or service issue qualifies for a credit, please contact email@example.com.