Refund a charge, and what a dispute does
Refund a card payment from Money, Sales: a full refund ends the access it gave, a part refund changes money only. A dispute pauses the membership until the bank decides.
Ask the assistant: “Refund Maya’s September membership.” You see the amount and what happens to her access, and it goes once you OK it. Or open Money, find the sale under Sales, and choose Refund next to the charge.
The money goes back to their card, usually in 5 to 10 days, and Allpage’s fee on it comes back to you. A full refund of a membership month ends the access that month gave, unless they’ve paid for a later month. A full refund of a pack or package takes back the credits they haven’t used on each pack. Credits they already used stay used. A part refund doesn’t change their access. When you refund a whole order, what they bought goes back in stock; say if it stays sold. A class spot or room they booked always opens up again.
If a customer disputes a payment with their bank, their membership pauses at once and nothing more is charged. We tell you, with the date to answer by. Send Stripe your evidence from Money, Payouts, under Payments and disputes: what they bought, when, and that they agreed to it.
If you win, the money comes back and you can resume their membership from Money, Sales. If you lose, the bank keeps it for the customer, their access for that period ends, and Allpage gives back its fee on it.
Once payments are on, for each membership you can also choose what happens when their card fails on every try: pause it (the default), cancel it, or keep it running for one more period while you sort it out.
For agents
Refund with commerce.refundCharge (chargeId from commerce.agreement’s charges; amountMinor for part, else what’s left; restock: false when the refund covers the whole sale and its product stock stays sold, while seats and rooms still come back; tier 3, the owner confirms). commerce.cancelAgreement takes restock too. Refunds and disputes that Stripe reports settle by themselves (commerce.settleRefund, commerce.settleDispute, system only). A charge with an open dispute can’t be refunded, and commerce.resumeAgreement is refused until the dispute is decided. commerce.setUnpaidPolicy sets onUnpaid (pause, cancel, keep) per membership.