How to Process a Refund
Learn how to process refunds for customer transactions. Refunds help you handle returns, cancellations, and customer requests.
Before You Begin
- You must be logged in to your account at https://app.joinzipper.com
- You need permission to process refunds (typically organization owners and admins have this permission)
- Stripe connected (required for processing refunds)
- A transaction to refund
Steps
Step 1: Navigate to Transactions
- Log in to your account at https://app.joinzipper.com/auth/login
- From the dashboard, go to Payments → Transactions (or find payment history)
- You'll see transaction list
Alternative: You can also access transactions from customer payment history.
What happens next: You'll see all transactions.
Step 2: Find Transaction to Refund
Browse transactions:
- See all payment transactions
- Find the transaction you want to refund
- Click on transaction to view details
Or find via customer:
- Go to customer's payment history
- Find transaction in their history
- Open transaction details
Note: Find the specific transaction you want to refund.
Step 3: Open Refund Option
- Click on transaction to view details
- Look for Refund button or option
- Click Refund
- Refund interface will open
What happens next: You'll see refund configuration options.
Step 4: Enter Refund Amount
Choose refund type:
Full Refund:
- Refund the entire transaction amount
- All money is returned to customer
- Transaction is fully refunded
Partial Refund:
- Enter specific refund amount
- Refund less than full amount
- Example: Refund $50 of a $100 transaction
- Remaining amount stays with you
Enter refund amount (if partial):
- Type the amount to refund
- Must be less than or equal to transaction amount
- Example: Enter "50.00" for $50 refund
Note: Choose full or partial refund based on your needs.
Step 5: Process Refund
- Review refund details:
- Transaction is correct
- Refund amount is correct
- Refund type is appropriate
- Click Process Refund (or Refund)
- Refund will be processed
- You'll see a confirmation
- Refund is sent to customer
What happens next: Refund will be processed and:
- Money is returned to customer
- Refund is recorded in transaction history
- Customer receives refund notification
- Refund appears in payment records
How Refunds Work
When you process a refund:
Refund processing:
- Refund is sent through Stripe
- Money is returned to customer's payment method
- Processing may take a few days
Transaction history:
- Refund is recorded
- Original transaction shows refund status
- Refund appears in payment history
Customer notification:
- Customer receives refund notification
- Refund appears in their account
- Money is returned automatically
Tips
- Process refunds promptly for good customer service
- Use partial refunds when appropriate
- Keep records of refunds for accounting
- Communicate with customers about refunds
- Review refund policies regularly
Troubleshooting
Problem: I don't see Refund option Solution: Check that:
- You have permission to process refunds
- Transaction exists and is accessible
- Stripe is connected
Solution: Verify permissions and Stripe connection. Contact your organization owner if needed.
Problem: Refund fails Solution: Check that:
- Stripe is connected and active
- Transaction is refundable
- Refund amount is valid
Solution: Verify Stripe connection and transaction status. Check refund amount is valid.
Problem: I can't process partial refund Solution: Check that:
- Partial refunds are supported
- Refund amount is less than transaction amount
- Transaction allows partial refunds
Solution: Verify partial refunds are supported. Ensure refund amount is valid.
Problem: Refund isn't appearing Solution: Check that:
- Refund was processed successfully
- Transaction history is updated
- Refund processing completed
Solution: Verify refund was processed. Check transaction history and wait for processing to complete.