Read this page as a quick path: scan the headings, use the step blocks, and escalate if the expected result does not happen.
If a lead qualifies and is then refunded, you can manually unqualify them in Referral Factory.
Go to the Leads tab, find the lead, and use the action menu to set their status back to Pending (unqualify). If a reward has already been issued, you will need to handle the reversal separately — Referral Factory marks the reward as issued, but cannot automatically reverse a payout that has already been sent through a third-party system like Tremendous or Stripe.
This is one of the key reasons a reward delay is recommended. If you build in a 30-60 day buffer before issuing rewards, you have time to catch refunds before any money goes out.
faq what if a lead asks for a refund after qualifying: the unqualify option in the action menu of the leads tab
The Unqualify option in the action menu of the Leads tab
Automatic unqualification via Stripe
If your campaign is connected to Stripe, Referral Factory can automatically unqualify a lead when a refund or chargeback is detected. This removes the need to manually track refunds and update lead statuses yourself.
When a Stripe refund event is received, Referral Factory matches it to the relevant lead and sets their status back to Pending. If a reward was already issued, you will still need to handle the reversal manually — automatic unqualification does not claw back rewards that have already been sent.
To set this up, go to Campaign Settings → Integrations and API → CRM tab and connect your Stripe account.
For full details on connecting Stripe and configuring automatic qualification rules, see: How to qualify leads automatically via Stripe