Frequently Asked Questions

Anything else? Email us at support@recouphero.com.

How does order matching work?+

Recoup Hero compares each Amazon order with the linked bank transactions by amount, date and card. When Amazon's charge and the statement agree, the order is marked Matched. When a refund Amazon reported never arrives as a credit, it's flagged as a missing refund.

Why is email forwarding needed?+

Some things only ever arrive by email: return labels and their QR codes, drop-off instructions, and refund confirmations. Forwarding those emails to a Recoup Hero address puts every label in one place in the Return assistant, grouped by drop-off location, and confirms refunds the moment Amazon announces them. It's a Pro feature, it's optional, and forwarding can be switched off at any time.

How is my Amazon login handled?+

It's encrypted, used only to sync orders, and never shown in the dashboard, in logs, or to support.

How does the bank connection work?+

Through Plaid, the same technology behind Venmo, Robinhood and Wise. The connection is read-only, so Recoup Hero can't move money, and an account can be unlinked at any time from the bank or from Recoup Hero settings.

What happens if Amazon already issued the refund?+

Then there's nothing to recoup, and Recoup Hero says so. Only refunds where the bank credit never arrived are flagged; everything else is marked Matched.

What does the dispute process look like?+

Recoup Hero pre-writes a dispute message from the order details. Paste it into Amazon customer-service chat and mark it filed, and the dispute is marked resolved once the credit posts. Amazon usually replies within a few days.