How to refund Trend Micro products

NOTE: For purchases made through your ISP or through Best Buy, contact your ISP provider or Best Buy Geek Squad to settle your account.

1. Go to https://helpcenter.trendmicro.com/en-us/srf/.
2. Choose Refund a recent ONLINE purchase under I need help with*.

   

3. Select the Product you want to refund under Product Name*.

   

4. State the reason why you want to refund your recent purchase under Can you tell us why?*.

   

5. Fill out these details:
   • First and Last Name
   • Email Address
   • Country

   

6. Click + Enter Order No., type the Order Number of your subscription, then click Save.

   

   

7. Click the Recaptcha, then click Submit Request.

   

   You will see a "Successfully Submitted" message which also includes your Ticket Number.

8. Reply to the email we sent through the email address you entered for confirmation.

   Once our Support Representatives confirmed and processed your request, you will receive the amount charged to the same account you used during the transaction within 5-7 business days.

   If you do not see the email, check your junk mail folder or spam folder.

1. Go to https://www.findmyorder.com.
2. Enter your order number and password.

   You can refer to your order confirmation email for the order number and password.

   If you forgot your Digital River account password, contact our Customer Support for assistance.

3. Click Find to log in.
4. After logging in, look at the lower right of the page and click request a return.

   

   You will not see the request a refund option if you made your request 30 days after the purchase.

5. At the Return Request page, tick Return All.

   

6. Select a reason why you are returning the product.

   

7. Click Submit to continue.
8. Verify the product, price, and quantity, then click Submit.

   

9. Click Accept/Deny Letter of Destruction to be redirected to the terms and conditions of the product(s) you wish to return.

   

10. Accept the terms and conditions, tick Accept on the lower left of the page, then click Save.

    

    

    
    You will see a confirmation page.

    

    
    

    Once the refund request is confirmed, you will receive the amount charged to the same account you used during the transaction within 5-7 business days.

If you purchased from a retail outlet, and the store will not accept the product return, you may return the product to Trend Micro within 30 days from the purchase date.

Contact our Customer Support, then provide the following:

• Product to refund
• Reason why you want a refund
• Complete postal mailing address
• Clear scanned copy of the receipt that includes:
  • Store Name, Location and Details
  • Purchase Date
  • Product Serial Number
  • Product Purchased
  • Amount Paid

  NOTE: Our Trend Micro Support Representative will request to rescan the copy if the information on the image is not clear.

Trend Micro will make an electronic transfer to your refund within 4-6 weeks after your refund request is approved.

If you purchased from a retail outlet, return the product to Trend Micro within 30 days from the purchase date.

1. Call or chat with us, then be ready to provide the following information:
   • Tax invoice
   • Clear scanned copy of the receipt that should include:
     • Store Name, Location and Details
     • Purchase Date
     • Product Serial Number
     • Product Purchased
     • Amount Paid
   • Bank details
2. Wait for the amount to be credited to your account within 45 days after filing a refund request.

Where can I check the refund status?

Take note of 6-digit Ticket ID Trend Micro sent to you after you successfully lodged a refund claim to our Support Representatives.

1. Visit our official refund status website here:

   https://apac-eticket.trendmicro.com/view.php

2. Enter the e-mail address you registered.
3. Type the Ticket ID you see on the email you received after filing the refund.
4. Click the View Status button to proceed.