Refund a buyer
Refund a one-time purchase in full or in part from Sales; refund memberships in Stripe.
Find the purchase in Sales and select Refund. A full refund ends the buyer's access once Stripe confirms it; a partial refund lets them keep it.
- Open Monetize, then Sales.
- Search by the buyer's email.
- Select Refund on that purchase.
- Choose Full refund or Partial refund. For a partial refund, enter the Amount to refund.
- Optionally pick a Reason. Under More options you can add a Note for your records and tick Also refund the platform fee, which only matters when Facet's Studio fee was charged on that sale. For a physical item, tick Put this item back in stock if it can be sold again.
- Confirm. For a large refund, or several in a row, Facet asks you to type the buyer's email first.
The status changes to Refund pending until Stripe confirms, then Refunded or Partially refunded. If Stripe rejects or cancels the refund, the buyer's access comes back. Stripe doesn't return its processing fee on a refund.
Membership payments aren't in Sales. To stop a membership, open Members, then Paying members, and select Cancel subscription: the member keeps access until the end of the period they paid for. To refund a membership payment, select View in Stripe and refund it there.
If this didn't work
- There's no Refund button: the purchase was free, is already refunded, or wasn't paid through Stripe.
- Facet says the outcome is unknown: check the purchase's current status in Sales before trying again, so the buyer isn't refunded twice.
Need a refund policy? Sales has a Refund policy template you can copy and adjust.