(Multi-Seat Subscriptions) History of Payments and Refunds

At manage.techsmith.com, you can view and manage your Direct orders (multi-seat subscriptions purchased via the sales team) for these cloud products:

video review icon Video Review assets for snagit icon TechSmith Assets for Snagit
knowmia pro icon TechSmith Knowmia Pro assets for camtasia icon TechSmith Assets for Camtasia
audiate icon TechSmith Audiate logo_screencast.png Screencast Pro

Payments for Multi-Seat Purchases

Every time you make a multi-seat purchase (get a new subscription, purchase additional products or seats, renew a subscription), payment details appear in manage.techsmith.com > Direct orders > Payments.

in direct orders, on the payments page, you can view all transactions related to all of your subscriptions

If you make a payment with a credit card, the payment details appear right away.

If you make a payment with a check or ACH (wire transfer), the payment details appear after our Accounting team receives your payment.

  1. Visit manage.techsmith.com and sign in to your TechSmith account.
  2. Select Direct orders > Payments.
    You can view all payments for all of your multi-seat subscriptions.
    in direct orders, on the payments page, you can view all transactions related to all of your subscriptions
    By default, all payments are sorted by date (newest on top). To view the oldest payments on top, click the Date column header.
  3. Use filters (icon of the filter button) to find a particular payment, for example:
    1. Payment is processed (successful)
    2. and payment method is a credit card or check
    3. and the date is September 20−22, 2021
    in direct orders, on the payments page, you can view only those payments that match the defined filters
  4. You can view the following payment details:
    • Payment number.
    • Invoice number. Use it on the Invoices page to view order details, for example, product name, tax amount, and so on.
    • Credit card identifier (for example, Visa****1111) or the purchase order number.
    • Payment status. If your payment was successful, its status is Processed.
    • Payment amount.
    • Payment method: credit card, check, or ACH (wire transfer).
    • Date when the payment was made.

Refunds for Multi-Seat Purchases

When you return a multi-seat purchase, you may be entitled to a refund. To view our refund policy for each of our products, please see TechSmith Return Policy.

As a rule, a refund is processed within 3–5 business days. However, in some cases, it may take longer, for example, if the credit card that was used for the purchase expired, or if you chose to receive the refund via a check or wire transfer (ACH).

After the refund is processed, you can view its details in Direct orders > Payments. You can easily spot a refund by the icon that differentiates refunds from payments icon.

in direct orders, on the payments page, you can view all transactions related to all of your subscriptions

  1. Visit manage.techsmith.com and sign in to your TechSmith account.
  2. Select Direct orders > Payments.
    You can view all refunds related to all of your multi-seat subscriptions.
    in direct orders, on the payments page, you can view all transactions related to all of your subscriptions
    By default, all refunds are sorted by date (newest on top). To view the oldest refunds on top, click the Date column header.
  3. Use filters (icon of the filter button) to find a particular refund, for example:
    1. Refund is processed (successful)
    2. and refund was transferred by credit card or check
    3. and the time range is September 20–23, 2021
    in direct orders, on the payments page, you can view only those refunds that match the defined filters
  4. You can view the following refund details:
    • ID of the payment that was refunded.
    • Refund status. If the refund was successful, its status is Processed.
    • Refund amount.
    • Refund method (how you received the refund): credit card, check, or ACH (wire transfer).
    • Date when the refund was processed.

Frequently Asked Questions

To view more details about the payment:

  1. In Direct orders > Payments, in payment details, make a note of the invoice number.
    in direct orders, on the payments page, for each payment, you can view the invoice number
  2. Select Invoices and locate the invoice.
    in direct orders, use the invoice number on the payments page to find the corresponding invoice on the invoices tab
  3. Click the invoice number to view more details (tax amount, subscription number, product name, number of seats, and so on).
    in direct orders, on the invoices page, click the needed invoice; the page with invoice details opens

If your multi-seat subscription is auto-renewed, but the auto-renewal payment fails, it appears with the Error status.

in direct orders, on the payments page, you can view the status of each payment. As a rule, the status is processed, but also, the payment may be in the error status

Also, a notification is sent to your billing email address.

Contact the card-issuing bank to resolve the issue. The system will try to withdraw the payment from the primary credit card once more within 24 hours.
Or, you can pay with a different credit card. See (Multi-Seat Subscriptions) View and Pay My Invoices.

Please note that if your payment is not received within 72 hours after auto-renewal, your account for multi-seat purchases may be blocked and product access removed.

A credit card, check, or ACH payment may be canceled if the payment was made unintentionally or for an incorrect amount, or needs to be undone for some other reason. For more details, please contact our Customer Support team.

in direct orders, on the payments page, you can view the status of each payment. As a rule, the status is processed, but also, the payment may be in the canceled status

For security reasons, you can view only those payments and refunds that occur while you are the current owner:

  • If you transfer a multi-seat subscription to a new owner, you cannot view the payments and refunds that occur after the transfer.
  • If you become a new owner, the Direct orders > Payments page is empty: you cannot view the payments and refunds of the previous owners.

To view which multi-seat purchase has been refunded:

  1. In Direct orders > Payments, in refund details, make a note of the payment number.
    in direct orders, on the payments page, for each refund, you can view the payment number
  2. Locate the payment with that number, and in payment details, make a note of the invoice number.
    in direct orders, on the payments page, find the payment with this number. In payment details, you can view the invoice number
  3. Select Invoices and locate the invoice.
    in direct orders, on the invoices page, click the needed invoice
  4. Click the invoice number to view more details about the purchase (subscription number, product name, number of seats, and so on).in direct orders, on the invoice page, you can view the invoice details, including the information about the order

If you need more details, please contact our Customer Support team.

If in Direct orders > Payments, the refund Method is Credit card, then the refund is transferred to the credit card that you used to make the payment, even if this credit card is not set as primary now or was unlinked from your account for multi-seat subscriptions. If you have any questions, please contact our Customer Support team.

If a refund on your credit card failed, it appears in Direct orders > Payments with the Error status.

in direct orders, on the payments page, you can view the status of each refund. As a rule, the status is processed, but also, the refund may be in the error status

For more details, please contact our Customer Support team.

In Direct orders > Payments, a check or ACH refund may be canceled if the refund was made unintentionally or for an incorrect amount, or needs to be undone for some other reason. For more details, please contact our Customer Support team.

in direct orders, on the payments page, you can view the status of each refund. As a rule, the status is processed, but also, the refund may be in the canceled status

This help topic is for Assets for Camtasia, Assets for Snagit, Audiate, Knowmia Pro, Screencast Pro, and Video Review.

If you are looking for information about Camtasia, Knowmia Enterprise, Snagit, or our other products, please visit our help center.


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