Why did I get credits back?

"Failed case, credits back" is a rule, not a gesture. You don't have to ask for it.

When a case counts as failed

A case ends as failed when:

• Aydria couldn't reach the company,
• the company refused and there's no escalation left to try, or
• we made a mistake.

Every credit captured for that case then comes back, by itself. You see it in the case timeline, you get an email, and a message pops up: "+250 · Credits back. Aydria couldn't get this done."

A partial win is a win

If you wanted €42.50 back and the company paid €30, the case succeeded, so there's no refund. Aydria never accepts a lower offer without your Yes, so this only happens when you chose it.

Credits that were never spent

Credits also come back when a case ends before any paid work happened: the company sorted it out on its own, or you cancelled. That's not a refund. The reservation is simply released.

To stop a case yourself, open it, use the menu at the top and choose Cancel case. Any reserved credits that weren't used go straight back.

Where refunded credits go

Back where they came from. Credits from this month return to this month, pack credits return to your packs.

One exception: if the credits came from a month that has expired in the meantime, they come back as fresh credits that last 31 days. A refund should never be credits that vanish the same day. Pack credits never expire, so that doesn't apply to them.

Something looks off?

Ask in Support. The support assistant sees your credit history, can explain any charge, and can refund credits for a step that clearly failed. Everything it does shows up in the chat. See How credits work for the full picture.