Refunds and disputes

Payments are taken on your own Stripe account, so refunds are made there too, and chargebacks (disputes) are answered there. The app listens to Stripe: when a refund or dispute happens, the order updates by itself, access to anything digital closes, and any affiliate commission on the sale is taken back.

Before you start

• Access to your Stripe dashboard, with permission to issue refunds.
• The order you are refunding. Find it under Sales › Orders by the customer's name.

Steps: refund an order

1. Open the order in Sales › Orders and note the customer, the date and the total.
2. Sign in to your Stripe dashboard and open Payments.
3. Find the payment by the customer's email address and amount.
4. Choose Refund, enter the full amount or part of it, and confirm.
5. Back in the app, open the order again after a minute. A full refund shows the payment status Refunded, and the customer is emailed Order cancelled.

What a refund changes

A full refund sends the Order cancelled email once. If you had already cancelled the order in the app, which sends the same email, the customer does not get a second one. A partial refund sends nothing from the app, because the order still stands; tell the customer yourself what changed. Stripe can also email the customer a refund receipt if that is switched on in your Stripe email settings.

Disputes (chargebacks)

When a customer disputes a payment with their bank, Stripe tells you and the order's payment status becomes disputed. Access from the order closes and any commission is taken back. The app sends the customer no email about a dispute. In Sales › Transactions a Dispute line marked Under dispute sits beside the original charge. Respond to the dispute with your evidence in your Stripe dashboard.

Steps: check your money with Transactions

1. Open Sales › Transactions.
2. Choose Last 7 days, Last 30 days or Last 90 days.
3. Read the list: each paid order is a Charge; a refunded one also has a Refund line with a minus amount; a disputed one also has a Dispute line that says Under dispute. Net at the top right is charges minus refunds.
4. Click a customer's name to open the order.

Transactions is a quick check, not an accounting export. For a full export, use your Stripe dashboard.

For agencies

Refunds are made in the client's own Stripe account, by the client or by somebody they have given access to. The client's orders update the same way.

Troubleshooting

I refunded in Stripe but the order still says Paid. Only a full refund changes the status; a partial refund leaves the order Paid. If it was a full refund, wait a minute and reload. If it still says Paid, contact support with the order date and amount.

The customer still has access after a partial refund. That is expected. If you want to close access, refund the rest of the payment.

The customer got no Order cancelled email after a refund. It is sent only for a full refund, not a partial one, and only once per order: if you cancelled the order in the app first, that was the email. Check too that Order cancelled is not switched off under Marketing › Email › System emails.

I want to cancel an order without refunding it. Open the order and set Fulfilment to Cancelled, then Save. The customer gets an Order cancelled email. The money stays with you until you refund it in Stripe.

The Net figure does not match my Stripe balance. Net counts every charge in the period, including disputed ones, and subtracts full refunds. It does not know about partial refunds, Stripe's fees, or money Stripe holds back during a dispute, and it covers only the period you chose. Your Stripe dashboard is the exact record.

"No transactions in the last 30 days." There were no paid, refunded, disputed or cancelled orders in that period. Choose a longer window.

Related

• Find and fulfil orders
• Subscriptions and recurring payments
• Commissions on your sales
• Connect your Stripe account