Refunds and disputes

Refunds are handled directly from your Stripe dashboard:

1. Log in to your Stripe account (dashboard.stripe.com)
2. Find the payment in the Payments section
3. Click the payment, then click Refund
4. Choose the amount (full or partial) and confirm

Once the refund is processed in Stripe, PayFacile automatically receives the notification and updates the payment status in your dashboard.

Full refund: the entire amount is returned to the customer. The payment status changes to “Refunded” in PayFacile.

Partial refund: you refund part of the amount. Stripe allows multiple partial refunds on the same payment, up to the total amount. The status also changes to “Refunded.”

A refund does not automatically cancel a subscription. If you refund a payment linked to an active subscription, the subscription continues to run. To stop the subscription, you must terminate it separately from the order detail page in PayFacile.

For one-time orders, the refund updates the payment status but does not change the order status itself.

A dispute (chargeback) occurs when a customer contests a payment directly with their bank. The process is entirely managed by Stripe:

1. Stripe notifies you of the dispute by email and in your dashboard
2. You have a deadline to provide evidence (invoice, delivery confirmation, exchanges with the customer)
3. Stripe forwards the evidence to the bank, which makes the decision

In PayFacile, the disputed payment changes to “Disputed” status. You can track the dispute progress directly in Stripe.

To minimize disputes and simplify refunds:

• Clearly state your refund policy on your store
• Respond quickly to refund requests—a fast refund prevents a chargeback
• Keep proof of delivery and communication with your customers
• Use a recognizable business name on bank statements (configurable in Stripe)