Issue a refund

You refund a card payment from the Payments page: open the payment, click the refund action, and choose Full refund or Other amount. The money goes back to the customer's card and is deducted from your Stripe balance. Refunds are permanent — they can't be undone — and Stripe keeps its original processing fee, so refunding a sale costs you the fee even when the customer gets everything back.

Before you start

• You need an owner or admin login — the refund action is gated to those roles on the server.
• Find the payment first: on the Payments page, use the Overview recent list or the Transactions tab and open the payment's detail view.
• Refunds here cover card payments collected through Dispatch Bros. For payments recorded on an invoice, see refund an invoice payment.

Step 1 — Open the refund window

1. Open the payment from the Payments page.
2. Click the refund action. The Issue refund window opens, showing the customer, payment method, original amount, and — if you've refunded part of it before — how much was already refunded.

Step 2 — Choose the amount

• Full refund — refunds everything still refundable on the payment. If the payment included a tip, a Refund the tip checkbox lets you include or keep the tip.
• Other amount — type any dollar amount up to the limit shown under Max refundable:. Use this for partial refunds; you can come back and refund more later.

Step 3 — Confirm

Read the notice in the window: the refund goes back to the customer's card, is deducted from your balance, the original processing fee is not returned — and it can't be undone. Then click the confirm button (it shows the exact amount being refunded).

The payment's status flips to refunded or partially refunded in your ledger immediately, and your balance reflects the deduction.

Step 4 — Send the refund receipt

From the payment's detail view use Text refund or Email refund to send the customer a refund receipt. The editor opens prefilled with their phone or email so you can confirm the destination before clicking Send.

Troubleshooting

• "Refund failed — please try again" — the refund didn't go through (usually a momentary Stripe error). Try again; if it keeps failing, check the payment's status — it may already be fully refunded.
• The confirm button is disabled — with Other amount selected, the typed value must be more than zero and no more than the max refundable shown. Fix the amount and the button enables.
• The refunded total looks short by the fee — that's the processing fee Stripe keeps on refunds. The customer receives the full refund amount; the fee was your merchant cost (see processing fees).
• A dispute/chargeback appeared instead of a refund — disputes are raised by the customer's bank, not by you, and are handled in your Stripe account. Refunding proactively when a customer is unhappy is usually cheaper than losing a dispute.