The Refund requests screen (in the Orders group) collects customers' requests to refund orders paid by card. Refunds are never automatic - you decide whether to approve them.
How it works
- The customer requests a refund - from their account (Orders) or via a secure link that works for guests too: with the withdrawal function on, that is the "Withdraw from contract here" link in the order email (the return follows the withdrawal, see Contract withdrawals); with it off, the return link in the email.
- You get an email about the new request with a button that brings you here.
- Here you review the request alongside the order details and the customer's reason.
- You click Approve & refund or Decline. The money is returned to the customer only after you approve.
The customer gets an automatic email on submission ("we're reviewing your request") and on your decision (approved/declined). Their wording is configurable in Settings → Email notifications.
Approving
Approve & refund returns the amount to the customer's card through your connected card provider - Stripe or a Borica virtual POS (a full refund). The action can't be undone, and the order's payment status becomes Refunded. Funds appear in the customer's account within a few business days, depending on their bank.
Declining
Decline issues no refund. You can add a short note that's included in the email to the customer. A customer whose request was declined can submit a new one later.
Contacting the customer
The Email customer button opens an email to them for follow-up questions (e.g. confirming details) before you decide.
Finding refunded orders
Fully refunded orders stay in Reports → Orders with a Refunded status - filter by it to find them.
Notes
- Only card-paid orders can be refunded here. Cash on delivery and bank transfer are refunded manually, outside the platform.
- An order that already has an item return (the Returns screen) cannot be refund-requested here - the money goes back through the return itself, for the returned items only.
- A full refund issued directly from the Stripe dashboard is also reflected here and marks the order as refunded. A partial one from there leaves the order's status unchanged.
Next step
Alongside orders, messages arrive from people who haven't bought yet. See Inquiries.