Question 1

Seller didn’t respond or refused your refund request? Here’s what to Do.

Accepted Answer

On OnProfit, sellers are fully responsible for the products they offer, including delivery, support, and refund policies. Most sellers aim to resolve issues in a transparent and respectful way.

If you’ve already contacted the seller requesting a refund, please allow up to 72 business hours for a response. Sometimes, support teams may experience high demand, which can cause delays.

If you don’t receive a reply within this timeframe, or if you feel your consumer rights are not being respected, we recommend submitting a complaint through consumer protection platforms such as Reclame Aqui, or contacting your local Consumer Protection Agency (Procon in Brazil).

Please note: OnProfit acts only as a platform that connects sellers and buyers, and does not directly handle refunds. However, if you need help or guidance, feel free to reach out to us at comercial@onprofit.com.br.

Question 2

What to Do If the Seller Doesn't Respond or Refuses Your Refund Request?

Accepted Answer

At OnProfit, sellers are fully responsible for the products they sell, including content delivery and refund policies. Most sellers aim to resolve any issues with transparency and respect for the customer. If you’ve already contacted the seller to request a refund, please allow up to 72 business hours for a response. Sometimes, seller support may experience high demand, which can cause delays in response time. If you do not receive a reply within this timeframe, or if you feel your consumer rights are not being respected, you may file a complaint through consumer protection platforms such as Reclame Aqui or contact your local Procon (consumer protection agency). Please note that OnProfit acts as an intermediary in the sales process and does not interfere directly with refund decisions.

However, we’re here to guide and support you if needed. If you have any questions, feel free to contact our support team at: 📧 [comercial@onprofit.com.br]()

Question 3

How to Track My Refund Request?

Accepted Answer

Contact the seller using the information you received via email after your purchase (usually in the confirmation or product access email). Be sure to include:

Your full name
The email used during the purchase
Your order number (if available) If you’ve already reached out and are waiting for a response, we recommend allowing up to 72 business hours. If you don’t receive a reply within that timeframe, check out this guide on what to do next: 🔗 What to Do If the Seller Doesn't Respond or Refuses My Refund Request

Need Additional Help?

If you have questions or need further guidance, feel free to contact our support team at: 📧 [comercial@onprofit.com.br]()

Question 4

I entered the wrong email at checkout. What should I do?

Accepted Answer

If you entered an incorrect email address during your purchase, you’ll need to contact the seller of the digital product directly to request an update to your access information. When reaching out, make sure to provide as many details as possible to speed up the process, including:

Name of the product purchased
Full name
The incorrect email address you entered
The correct email address This information will help the seller update your access smoothly.

What if the seller doesn't respond?

If you tried contacting the seller and didn’t receive a response, we recommend reaching out to OnProfit Support. Our team is here to help resolve the issue. To help us locate your purchase quickly, please provide the following details:

Name of the product purchased
Full name
Incorrect email address
Correct email address
Proof of payment (e.g., receipt or transaction confirmation)
Checkout link Sending this information allows us to track your purchase faster and provide the best possible solution.

Need Help?

If you have any questions or need further assistance, feel free to contact our support team at: 📧 [comercial@onprofit.com.br]()

Question 5

How to access your purchased product?

Accepted Answer

How to Access Your Purchased Product

After completing your purchase, you won't have direct access to the product through OnProfit. This is because sellers are required to integrate their products into a specific members area. Instead of accessing the product directly via OnProfit, you'll be redirected to the members area page configured by the seller.

How Does Access Work?

Once your payment is approved, you'll receive an email with all the necessary information to access your product. This email will include:

Access Link: A direct link to the product's members area.
Login Credentials: Instructions on how to create your login and password, or the predefined login details if already set.

How to Access Your Product

Click the link sent to your email after your purchase is confirmed.
You’ll be redirected to the members area platform chosen by the seller (e.g., Cademi, Kajabi, Astron Members, and others).
If it’s your first time accessing, you may be asked to create a password or confirm your email address to activate your account.

Tips to Ensure You Can Access Your Product

Check your inbox – Make sure the access email has arrived. If not, look in your spam or junk folder in case it was misdirected.
Save your login credentials – Store your login info somewhere safe, as you'll need it every time you access the product.
Contact support if needed – If you're having trouble accessing the members area, reach out to the

Question 6

How to track your refund request?

Accepted Answer

At OnProfit, refund requests are the sole responsibility of the product seller. For this reason, all follow-up regarding your refund must be handled directly with them.

OnProfit does not have access to the seller’s support system, and therefore, we are unable to track the progress or status of your refund request.

What should you do?

Contact the seller using the information you received by email after your purchase (usually in the confirmation or access email). Be sure to include your full name, the email used for the purchase, and the order number, if available.

If you’ve already contacted the seller and are still waiting for a response, we recommend waiting up to 72 business hours. If there’s no reply within that timeframe, check this article for what to do next: https://help.onprofit.com.br/en-us/article/seller-didnt-respond-or-refused-your-refund-request-heres-what-to-do-o0w9e4/?bust=1753478169849

Need further assistance?

If you have questions or need guidance, feel free to contact our support team at comercial@onprofit.com.br.

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