Issuing a refund
Refund a completed order from your dashboard in two clicks, and know what a refund does and does not undo.
- 1Open Orders in your dashboard and select the order.
- 2Click “Refund order”.
- 3Confirm. The prompt names the amount and the buyer, because this moves real money and cannot be undone.
What a refund does
- Returns the money to the buyer through Stripe, typically arriving within five to ten business days.
- Marks the order refunded, or partially refunded when the amount is less than the total.
- Emails the buyer a refund notification.
- Stops file downloads for that order, if it was a full refund.
What a refund does not do
- It does not revoke a licence key. A refunded customer's key keeps validating.
- It does not cancel a subscription. Cancel it separately, or the next renewal will charge as normal.
- It does not claw back an affiliate commission that was already recorded.
- It does not give a coupon use back to the pool.
Orders you cannot refund from the dashboard
| Order | Why | What to do |
|---|---|---|
| A subscription renewal | Renewals are not linked to a single card payment in EmbPay | Refund the invoice in your Stripe dashboard |
| An order paid through PayPal | Refunds run through Stripe | Refund it in PayPal |
| An order from WooCommerce | The store owns the order | Refund it from the WooCommerce order screen |
| An order that is not completed | There is nothing captured to return | No action needed |
Time limits
EmbPay does not impose a refund deadline — the button stays available on a completed order. Any window you advertise to your own buyers is your policy to honour, and Stripe applies its own rules about how long after a charge a refund can be made.
Still stuck?
Email support@embpay.com. It is the same address on every plan — there is no priority queue to be prioritised over. If something on this page disagrees with what the product does, that is a bug in this page and we want to hear about it.
Related
- Fees, payouts and who holds your moneyEmbPay takes 0% of every sale on every plan. Here is exactly who charges what, who is the merchant of record, and when Stripe pays you.
- Selling software with licence keysIssue a licence key on purchase, cap how many machines can activate it, optionally expire it, and verify it from your own software.
- Delivering files with expiring linksUpload a file up to 500 MB and EmbPay delivers it as a private, expiring link in the buyer's confirmation email and customer hub.