> For the complete documentation index, see [llms.txt](https://docs.goassay.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.goassay.ai/use-tools/when-something-goes-wrong/get-a-refund.md).
# Get a refund or report a bad result
Check an automatic refund or report a charged call that returned a bad result.
Failed calls and unusable results detected by Assay's checks are not charged or are refunded automatically. You do not need to file a report for a call already marked **Not charged**. If a charged result is wrong in a way the checks missed, report that call from its receipt.
A valid empty answer can still be charged: “no matches” is different from a broken result. Read the receipt before reporting it.
## Before you report
You normally have **7 days after the call finishes** to report it. That is longer than the refund window. The receipt shows the deadline for that call.
After a paid call finishes, the payment is held for **1 hour** before the provider receives it. While the receipt says it is refundable, a report filed in time gets a full refund **if accepted**. Before collection, the receipt can also offer this guarantee. Use **Still refundable** in **Activity → Calls** and the receipt's live **Refundable until** time; do not calculate the deadline from when you asked the AI to make the call.
After that hold ends, reporting a bad result can count against the provider's quality and may lead to compensation if a penalty follows, but there is no refund for that call. If the receipt does not promise a full refund, do not assume one.
## Steps
{% stepper %}
{% step %}
### Open the call
Go to **Activity → Calls** and open the call you want to report. Read its receipt and **Where the money went**. See [Check your spending](/use-tools/everyday-use/check-your-spending.md) for help finding the call.
A failed check, provider error, rejected request, timeout or missing usable result can already explain an automatic **Not charged** outcome. Money released or refunded goes back to your Assay balance, not directly to your wallet. **Activity → Not charged** lists every call you were not charged for, with the reason.
Read the receipt first.
{% endstep %}
{% step %}
### Open Report a bad result
Choose **Report a bad result** on the receipt. Read the drawer's statement about whether the payment is still held and whether an accepted report gets a refund.
Open the report drawer.
Read whether a refund is still possible.
{% endstep %}
{% step %}
### Describe the problem
Choose **Wrong data**, **Empty or garbage result**, **Wrong format**, **Too slow** or **Something else**. Add what you expected and what came back. The note allows up to **1,000 characters** and is required for **Something else**.
The provider can read the note, but Assay does not show them who you are. Include the details needed to explain the bad result.
{% endstep %}
{% step %}
### Send the report
Choose **Send report**. Keep the report page open long enough to check that it was filed and read the deadlines shown there.
Review the report before sending.
{% endstep %}
{% step %}
### Follow the outcome
Return through **Activity → Reports**, or **See the report** on the receipt. The timeline shows the provider's reply, the decision and the refund status. The provider has **24 hours** to reply. Assay's review team aims to decide within **72 hours** of filing; the page shows the actual deadlines and any delay.
For a report covered by the refund guarantee, the payment stays held while the report is decided. If the provider stays silent, the report can be accepted automatically from 72 hours; this is not a promise of an immediate decision at that hour.
{% endstep %}
{% endstepper %}
## Possible outcomes
| Outcome | What happens to your money |
| -------------------------------------- | ------------------------------------------------------------------------------------------------------------------------- |
| **Accepted**, with a guaranteed refund | The full payment returns to your Assay balance. If it was an unpaid debt instead, that debt can be cancelled. |
| **Refund on its way** | The refund is being booked. Check again; the app says this usually takes minutes. |
| **Not accepted** | There is no refund through the report. A separate refund already made because a provider was blocked can remain in place. |
| Accepted after the hold ended | It counts against the provider's quality, but does not refund this call. |
| **Not charged** | There was no charge to refund. |
| Refunded before the decision | A blocked provider's held payment can return early. The report still goes on to a decision. |
The hold is not indefinite: if Assay never acts, the payment is released to the provider 7 days after the hold ends. Follow up on an overdue report.
## Check it worked
The receipt says **You reported this call**, and **See the report** opens its timeline. For a completed refund, look for **Refunded** and the restored amount. Filing alone does not mean the report was accepted.
## If something goes wrong
| You see | Do this |
| ------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------ |
| No **Report a bad result** button | Check whether the call is finished, paid and still within its reporting window. Free calls and calls already not charged do not need this refund flow. |
| **The time to report this call has passed** | The reporting window closed. Keep the receipt and contact Assay support if you still need help. |
| **You already reported this call** | Open **See the report** instead of filing again. |
| A report limit was reached | Wait and try later. There is a daily limit on reports, with a lower limit per provider. Repeated rejected reports can reduce your limit. |
| **The payment is moving right now** | Wait a minute and try again. Recheck the refund promise before sending. |
| A decision is overdue | Open the report to check its timeline and contact Assay support with its reference. |
If the hold has ended
After the hold, read the notice before deciding whether to report.
## Next
* [Troubleshooting](/use-tools/when-something-goes-wrong/troubleshooting.md)
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