Process refunds responsibly
Refunds affect the buyer, seller, reports, subscriptions, finance balance, and support history. Review the full context before taking action.
What refunds can affect
| Area | Impact |
|---|---|
| Sales | The purchase status and revenue view can change. |
| Customer history | Support teams need to see why the buyer was refunded. |
| Subscriptions | A refund may require separate cancellation or access review. |
| Finance | Available or pending balance may change. |
| Reports | Revenue, refund rate, chargeback risk, and campaign performance can change. |
| Delivery | Buyer access may need to be removed depending on the product policy. |
Before refunding
- Confirm the correct business workspace.
[Screenshot: App header — correct business workspace selected.]
- Open the sale details.
[Screenshot: Sale detail page opened from Sales search.]
- Review buyer, product, offer, plan, and payment status.
[Screenshot: Sale detail — buyer email, product, offer, and approved status visible.]
- Check whether the buyer has an active subscription.
[Screenshot: Subscriptions tab or link — active subscription for same buyer visible.]
- Confirm the refund reason and policy.
[Screenshot: Internal refund policy doc or ticket — reason documented.]
- Decide whether product access should remain or be removed.
[Screenshot: Support note — access removal decision recorded.]
- Document the support context when needed.
[Screenshot: Support ticket updated — refund context and sale ID noted.]
Refund workflow
- Open Sales.
[Screenshot: Sales list — target purchase located by email or filter.]
- Find the purchase.
[Screenshot: Sales search — matching sale row highlighted.]
- Review customer and payment details.
[Screenshot: Sale detail — payment method and amount confirmed before refund.]
- Confirm the refund amount and reason.
[Screenshot: Refund form — amount and reason fields filled in.]
- Process the refund.
[Screenshot: Refund confirmation — refund submitted successfully.]
- Confirm the sale status updates.
[Screenshot: Sale detail — status changed to refunded.]
- Review subscription, delivery, and finance effects.
[Screenshot: Subscriptions and Finance — downstream impact reviewed after refund.]
- Communicate the result to the buyer or team.
[Screenshot: Buyer email or internal note — refund outcome communicated.]
Good checks
- Do not refund from the wrong business workspace.
- Confirm whether cancellation is also needed for subscriptions.
- Check if a refund affects affiliate commission or partner reporting.
- Review Finance if the seller asks why balance changed.
- Keep support notes clear enough for future investigations.
FAQ
Does a refund automatically cancel a subscription?
Do not assume it does. Review the subscription record separately and cancel or stop future charges when the buyer should no longer be billed.
Why did finance balance change after a refund?
Refunds can affect available or pending balance depending on payment status, settlement timing, and payout rules.
Should buyer access be removed after a refund?
Follow the seller's product policy. For digital products, support should confirm whether delivery or members access should be revoked.