> ## Documentation Index
> Fetch the complete documentation index at: https://docs.tied.com/llms.txt
> Use this file to discover all available pages before exploring further.
# The money-back guarantee
> A negative signal credits a resolution back automatically, with no claim to file and no cap.
If a resolution turns out not to have worked, you get that charge back. **The credit is automatic.** You do not request it, file a claim, open a ticket, or argue a case.
A guarantee you have to notice and chase is a support process. This one runs on its own, and it has no cap.
## What triggers a credit
Two things reverse a confirmed resolution and trigger a credit.
| Trigger | Window | What counts |
| - | - | - |
| **The same issue reopens** | **30 days** from the issue's first resolution | The customer comes back about the **same issue**. The resolution was not a resolution |
| **The customer leaves negative feedback** | **No time limit**, including years later | A CSAT rating of 1 or 2 out of 5 on that resolution, when negative-CSAT voiding is enabled for your account |
A customer coming back about a **different** issue does not trigger anything.
The default negative threshold is 1 or 2 out of 5, and an account policy can set a different one. The survey must rate that resolution, and repeat submissions do not create extra credits. A rating that is later raised does not un-void the resolution. A void is final.
The two windows are different things. The **30 days** is how long a reopen can void a resolution.
Negative feedback has **no time limit at all**: a rating given long after the resolution still voids
it.
## What you do
Nothing. There is no claim step, no form, no ticket, and no request to send. If a trigger fires, the credit follows.
## Once a resolution is confirmed, its fee is locked
After a resolution is confirmed, the fee is locked. A teammate who messages the customer afterwards, or takes over the conversation afterwards, does **not** cancel it. Only the two triggers above can reverse it.
## When it arrives
| Step | Timing |
| - | - |
| The trigger fires | Day 0 |
| The credit is created | **Within 24 hours** of the trigger |
| The credit is applied | **On your next invoice**, netted against what you owe |
| The credit is visible | As its own line, with the reason attached, in the in-app view of your usage |
## What the credit covers
The credit returns **the orchestration fee for that resolution plus that resolution's own model-cost lines** as shown on its receipt. It does not touch any other resolution.
If you bring your own model keys, your provider bills you directly for model cost, that cost is never on a Tied invoice, and so it is not part of the credit.
## What form the credit takes
The credit is applied **against your next invoice**. It is not paid back to a card, and the original charge is not edited after the fact. Your invoice shows the original charge in the period it was billed and the credit netted against the next one, so both are visible and reconcile.
## No cap
* There is **no limit on how many resolutions** can be credited.
* There is **no limit on the total amount** credited.
* Negative feedback has **no time limit**.
## Credited resolutions leave your numbers
A credited resolution no longer counts as a resolution. It is removed from the resolution counts in your reports, so the reported number and your invoice stay in step.
## Before a resolution is billed
Everything above applies to resolutions that were **already billed**. A resolution that is never confirmed is never billed in the first place, and a person messaging the customer **before** confirmation makes it unbillable. See [What counts as a resolution](/pricing/resolutions).
## Next
The confirmation tiers, the cases that never bill, and the receipt behind every charge.
How credits post and where they appear on your invoice.
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