Docs

Refunds and disputes

A refund sends money back to the card it came from. A dispute is when a cardholder asks their bank to take a payment back; the bank decides, using what you send.

Refunding a payment

  1. Open the payment

    On the Payments tab, click the payment, then Refund. You can also refund from the order's page.

  2. How much

    Full refund, or Part refund with an amount.

  3. Reason

    Choose why, like Out of stock or The customer asked to cancel. Only your team sees it.

  4. Refund

    Leave Email ticked to tell them, and click Refund. Banks usually take a few days to show it.

Refund order #1214: £89.99 taken from the Visa ending 3306 today, with Full refund chosen, a reason to choose, Email Ryan to say it's been refunded ticked, and Refund £89.99.
Refunding an order

The Refunds tab lists every refund, with what it was for, why, who did it, and its status. Refunding needs the Issue refunds permission.

The Refunds tab: refunds by day, each with the time, who, the order, the reason, who refunded it, the amount and its status.
Refunds

Disputes

The Disputes tab groups them by what they need: Needs a response, Waiting for the bank, and Closed. The tab's count is how many need a response.

Disputes: two needing a response, one with 2 days left; one waiting for the bank after evidence was sent; and one closed, won.
Disputes by what they need

Open one to see why the bank says it was disputed, and when you must respond by. Until the bank decides, the amount is held from your payouts, and a dispute fee is charged either way. If you don't respond in time, it counts as lost.

£119 disputed by Owen Clarke: respond by Thu 1 Oct, payment not recognised, with Send evidence, Accept dispute, the payment and order, and what helps: proof of delivery, matching addresses, messages and earlier orders.
A dispute that needs a response

Answering a dispute

  1. Send evidence

    Click Send evidence.

  2. Explain

    Under Explain why this payment is right, say what happened. Check the delivery and billing addresses.

  3. Files

    Add a file for each kind, like proof of delivery or messages with the customer: a PDF, JPG, PNG or CSV. Tick Include the receipt to send the order's receipt too.

  4. Send

    Click Send evidence, and confirm. It then waits for the bank.

Send evidence: an explanation, the delivery and billing addresses, files to add, Include the receipt for order #1190, and a reminder that prescriptions, consultation answers and health notes aren't needed.
Sending evidence

Send only what shows the purchase: prescriptions, consultation answers and notes about their health aren't needed. If you agree with the bank, Accept dispute ends it, and the cardholder keeps the money. Disputes need the Issue refunds permission.