Handle compensation requests

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Users can request compensation for Actor runs that failed or returned incorrect results. You can also compensate users proactively, for example, after you find a bug that caused the Actor to work incorrectly. Users receive compensation as platform usage on a gift invoice.

Every compensation involves three parties:

• The user, who requests or receives compensation.
• You, the Actor developer, who evaluates the request and talks to the user.
• Apify support, who processes the compensation.

Submit a request for compensation

When a user opens an issue asking for compensation, evaluate whether the request is valid and communicate your decision to the user.

If you decide to compensate the user:

1. Open a chat with Apify support.
2. In your request, include the following information:
   • User ID
   • Actor ID
   • The exact amount to be compensated
   • The reason for the compensation or the URL of the issue on your Actor's Issues tab

Once Apify support processes your request, Apify Console automatically issues a gift invoice and sends a notification to the user.

Resolve disagreements

If you and the user disagree on the compensation solution or if the user demands a monetary refund, describe the situation in your request to the support team. Apify will assist with an impartial evaluation and communication.

Communication tips

Apify support doesn't reach out to compensated users. They receive an email about the gift invoice with platform usage and a notification in Apify Console. It's your responsibility to communicate with the user.

See the following best practices and message examples:

Best practice	Example
Always use the word “compensation” when referring to returning spent usage. Don't use the word “refund” because it gives the impression that Apify returns the money to the user. If you believe your case should be an exception, include the reason in your request to the support team.	If a user requests a monetary refund, you can say: “While Apify typically compensates with platform usage, I'll pass your request to the Apify team.”
You should have sufficient data to make a decision. If you can't verify a run, ask the user for a run link or additional details. Consider the situation not only from a technical perspective but also from the user's point of view.	If a user doesn't share a run, you can say: “Could you please share your run with us so we can look into it?”
The Issues tab on your Actor's page is public, so don't mention specific usage or monetary amounts. This is sensitive information.	To announce compensation, you can say: “We'll compensate you for the run with usage. Once it's done, you'll receive a gift invoice and a notification. You can consume the usage in your current billing period.”