Routee Gateway: SMS Delivery Statuses and Refund Policy

Modified on Wed, 24 Jun at 4:48 PM

We want to ensure complete transparency regarding how your SMS credits are consumed and when you are eligible for a refund in the event of a message delivery failure. Our platform routes messages through our trusted gateway partners, and refund eligibility depends on the specific reason for the failure.

Here is a comprehensive guide to understanding which delivery statuses are refundable and which are non-refundable.

General Refund Policy

As a general rule:

Refundable: You will be refunded (or not charged) if a message fails to leave our system or the gateway due to internal errors, authentication issues, or insufficient balance.
Non-Refundable:You will not be refunded once a message has been successfully handed over to the telecom carrier. If the carrier rejects the message (e.g., due to DND registry, invalid number, blocked content, or network issues), the credit is consumed as the carrier still charges for the processing attempt.

Routee Gateway

The Routee gateway classifies statuses based on whether the failure occurred at the gateway level or after submission to the telecom carrier. Gateway errors and internal failures are refundable, while carrier-level rejections are non-refundable.

Refundable Statuses

Credits are refunded if the message fails due to the following Gateway/Internal Errors:

Status Tag	Description
RouteeFailed	The SMS was not sent because Routee was unable to process it.
RouteeUnsent	The SMS was not sent due to insufficient balance.

Non-Refundable Statuses

Credits are NOT refunded for successful submissions or when the failure occurs after the message has been handed over to the carrier (e.g., recipient unreachable, carrier filtering):

Status Tag	Description
RouteeDelivered	The SMS was sent and it was delivered to its recipient.
RouteeSent	The SMS was sent to its recipient but Routee doesn't know yet if it has been delivered or not.
RouteeFinished	Routee has been informed about the final status of all individual SMS (if they were delivered or not).
RouteeQueued	The campaign was queued and its individual messages (SMS) are about to be sent.
RouteeScheduled	The campaign was scheduled to run in the future. This status only applies when you schedule a campaign.
RouteeRunning	The campaign has started and it's running. Routee sends all individual SMS.
RouteeUndelivered	Routee has received a delivery receipt indicating that the message was not delivered. This can happen for a number of reasons including carrier content filtering, availability of the destination handset, etc.
RouteeUndeliveredonHandset	The destination handset you are trying to reach is switched off or otherwise unavailable.
RouteeUnknownNumber	The destination number you are trying to reach is unknown and may no longer exist.
RouteeRoaming	The destination number you are trying to reach is in roaming and can not accept the message.
RouteeCallBarred	The destination number you are trying to reach is blocked from receiving this message.
RouteeUnknownStatus	Undelivered for unknown reason.
RouteeCarrierViolation	Your message was flagged as objectionable by the carrier. In order to protect their subscribers, many carriers have implemented content or spam filtering.
RouteeExpired	The message is not delivered to the recipient after multiple re-tries.
RouteeDNDErrorCode	Active Do Not Disturb Service.
RouteeSenderIDErrorCodeTemplateErrorCode	Sender ID or Content is not registered.
RouteeMemoryCapacityExceeded	Handsets memory is full.
RouteeQuietHours	Promotional messages blocked after 9 PM.

Routee Gateway: SMS Delivery Statuses and Refund Policy

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