Refunds and disputes

From the order page, refund all of it or part of it. The amount you can refund is the amount paid minus anything already refunded, so it is impossible to refund more than was paid. A refund is recorded only once the processor confirms it. If the processor refuses, the order is left exactly as it was.

You can refund to the customer’s payment method or to their balance at your store. A refund issues a credit note in your invoice sequence.

Bank transfer, the QR rails, cash on delivery, custom methods, CoinGate and BTCPay Server have no refund call. Return the money yourself, then record the refund on the order so your numbers and invoices match. Each processor page says which kind it is.

Within your refund window (Policies), a customer can request a refund from their order page, with a reason and a note. They do not name an amount. Approving it runs the same refund as your own button, and you choose the amount. An order can have one open request at a time.

When a processor reports a dispute, the order moves to disputed and you are notified with the evidence deadline. Sellstamp records the dispute and puts together its evidence. It never answers a dispute on its own.

The order page builds an evidence pack: what was sold, when it was delivered and downloaded, licence activations, the emails the customer was sent, and what they agreed to at checkout. It is shaped by the reason the customer gave, and it tells you plainly how strong it is. A fraud claim on a file that was never downloaded is a weak case, and the pack says so. It never contains the customer’s IP address or a device identifier, because Sellstamp does not keep them, so card-network programmes that require them (such as Visa Compelling Evidence 3.0) are out of reach.

For a Stripe dispute, Submit evidence to Stripe sends the pack through Stripe’s API, with your own statement first if you add one. Submitting is final. A restricted Stripe key needs the Disputes write permission. For PayPal and every other processor, open the printable pack, save it as a PDF and upload it in the processor’s dispute page. If you win, the order goes back to its previous status. If you lose, it stays disputed. Analytics shows how your disputes ended, by claim, processor and product.