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SMS segments are ⅓ the cost of MMS segments, but they are capped at 160 characters, while MMS segments have no character limit. This means a 480 character SMS message would cost the same as an SMS and MMS. For messages longer than 480 characters, it costs less to send as an MMS—only one MMS segment is required instead of 4 SMS segments.

MMS messages are typically triggered for checkout recovery and welcome flows that include product images. These message flows often have long character lengths, so we convert them to MMS, making them more cost-effective. For example, the average cost of a cart recovery message is 5 SMS segments, while the same message can be sent as 1 MMS segment. This saves you 60% per message. These calculations happen automatically to make sure you get the highest ROI possible on messages.

When you initiate a refund, we attempt to use your payment processor balance to cover the cost. If your balance is too low to cover the refund, OneText will front the cost of the refund, interest-free. At the end of the month, we charge you for the refund amount on your bill.

We only process refunds by text to buy unfulfilled orders. If a shopper asks by text to cancel and refund a website order, we will escalate the request to your team.

Sometimes, you’ll see refunds on your account when customers dispute charges with their credit cards. If a shopper opens a chargeback case on a text order, you will receive an email from the OneText team. You can send evidence through a link in the email if you want to dispute the chargeback. If the shipper wins the case, the refund is processed as described above.