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When an identification is clearly wrong, flag it. Flagging refunds the match charge as bonus credit, which is used first on your next match. Flagging is available on any paid match from the Visitors row (“Flag this match”) or the profile view. Refunds are auto-approved up to a monthly cap. Above the cap, you open a support ticket.

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If you’re coming from RB2B

RB2B handles bad matches through a refund policy. Squid ID flags are self-serve and immediate up to a cap.
RB2BSquid ID
Report a bad matchSupport requestSelf-serve flag from the row or profile
Refund formCreditBonus credit, used first on the next match
LimitPolicy-based1 per 10 paid matches per month, at least 1; support ticket above that

Why this matters. Refunds go to the bonus bucket and are spent first, so a bad match doesn’t cost you, and your paid balance lasts longer.

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What you can flag

Only paid matches are flaggable. A match paid for with welcome or bonus credit isn’t billed, so there’s nothing to refund. The row shows a “Welcome” badge in that case, and the flag control is disabled. When you flag, you pick one or more reasons:
  • Wrong person
  • Wrong company
  • Wrong email
  • Wrong LinkedIn URL
  • Spam or bot
  • Other
If the visitor has Squid ID+ data revealed, you can also flag “Wrong phone” or “Wrong home address”. There’s an optional notes field. Flagging is verified by a Cloudflare Turnstile check.

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The refund cap

Auto-refunds are capped at 1 per 10 paid matches in the calendar month, with a floor of 1 per month. So 10 paid matches allow 1 refund, 100 allow 10, and an account with fewer than 10 paid matches still gets 1. When you hit the cap, the modal says so and links you to open a support ticket for anything beyond it.
Flagging the same visitor twice can’t double-refund. The refund is idempotent per account and profile.

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How to flag

1

Open the flag dialog

Click the flag control on the visitor row, or open the profile and flag from there.
2

Pick what was wrong

Select all the reasons that apply. Add a note if it helps.
3

Submit

Complete the verification check and click “Refund credit”. The refund lands in your bonus balance and is used first on your next match.
Only the paid portion of a match is refundable, and the refund goes to bonus credit, not back to your card. Bonus credits can’t themselves be refunded. See Paid vs bonus credits.