> For the complete documentation index, see [llms.txt](https://docs.shieldproxies.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.shieldproxies.com/how-to-guides/how-to-request-a-replacement-refund-or-swap-for-isps.md).

# How to Request a Replacement, Refund, or Swap for ISPs ?

## 1) Submit Proof of the Issue

* Submit a screenshot of the error.
* Make sure the screenshot includes a timestamp.
* Send the token number or proxies along with the screenshot.

## 2) Check Replacement Eligibility

* **Timeframe:** If the issue is reported within 36 hours, the customer is entitled to a replacement for non-working proxies. This also applies to swap requests.
* **Definition of non-working proxies:** Proxies that are dead or not functioning upon delivery.
* **Testing criteria:**
  * We replace proxies that fail to work on Google or another basic site.
  * For website-specific proxies (for example, Ticketmaster proxies), replacements are only provided if they do not work on the intended site.
  * For retail proxies, replacements are considered if they do not function on sites such as Nike, Amazon, Best Buy, or Walmart.
* **Limitations:**
  * We do not guarantee Shopify proxy protection or any of its ranges.
  * We cannot guarantee functionality on very niche sites, but we can provide testers so you can assess them before purchasing.
  * We do not promise any specific fraud score.

## 3) Refund Processing

* If the issue was reported within 36 hours and we have confirmed the problem, proceed with the refund.
* Refunds can only be processed after verification and confirmation of the issue.