Complete a refund flow
This guide walks through the full refund path — context review, refund action, confirmation, and downstream effects. Read process refunds responsibly first for policy concepts.
Refunds differ from chargebacks and card declines. For stuck refunds, see refund processing issues.
Part 1 — Review before refunding
- Confirm you are in the correct business workspace.
[Screenshot: App header — correct business workspace selected.]
- Open Sales and search by buyer email.
[Screenshot: Sales search — buyer email entered and sale located.]
- Open the sale and confirm status is eligible for refund (typically approved).
[Screenshot: Sale detail — approved status and refund action available.]
- Review product, offer, plan, amount, and payment method.
[Screenshot: Sale detail — product, offer, and payment method visible.]
- Open customer history for prior refunds or disputes.
[Screenshot: Customer history — prior refunds or purchases for buyer.]
- Check for an active subscription linked to the sale.
[Screenshot: Linked subscription — active or trial status visible.]
- Document refund reason per support policy.
[Screenshot: Support ticket — refund reason and sale ID documented.]
Part 2 — Process the refund
- Confirm refund amount (full or partial per policy).
[Screenshot: Refund form — amount field matches policy decision.]
- Submit the refund action from the sale detail.
[Screenshot: Refund submitted — confirmation or processing message visible.]
- Wait for status update and refresh the sale detail.
[Screenshot: Sale detail — status updating to refunded or partial refund.]
- If processing fails, note error message for refund troubleshooting.
[Screenshot: Refund error — error message captured for escalation.]
Part 3 — After the refund
- Confirm sale status shows refunded (or partial) in Sales list.
[Screenshot: Sales list — refunded status badge on sale row.]
- Review subscription: cancel or adjust if required by policy.
[Screenshot: Subscription action — cancellation or status change applied.]
- Review buyer access: remove or retain per product terms.
[Screenshot: Access review — delivery removed or retained per policy.]
- Check Financial Overview and Finance for balance impact.
[Screenshot: Financial Overview — refund reflected in revenue reporting.]
- Update support ticket with final outcome and sale ID.
[Screenshot: Support ticket closed — refund outcome documented.]
Refund status cheat sheet
| Status | Meaning | Next step |
|---|---|---|
| Approved (pre-refund) | Eligible for refund action | Process refund |
| Refund processing | Submitted, awaiting confirmation | Wait and refresh |
| Refunded | Money returned | Review access and subscription |
| Refund failed | Action blocked or error | See refund processing issues |
Common mistakes
- Refunding without checking linked subscription status.
- Promising refund completion before confirming sale eligibility.
- Forgetting to document reason for finance and support audit.
- Confusing refund with chargeback response.
FAQ
Should I cancel the subscription when refunding?
Depends on policy. Many workflows cancel recurring billing when the initial sale is fully refunded. See subscriptions.
Does a refund immediately change available balance?
Balance impact follows fees and payout delay rules. Check Finance after processing.