Refund a payment

On a request

Open the request. Next to the payment, choose Refund, enter an amount (blank refunds it all) and an optional reason, then Yes, refund. If you're ending the request, use Cancel and refund instead, which does both: see Cancel a request.

On an order

Open the order in Today › Orders and use Refund the same way. A full refund ends the order as Refunded. If the buyer reported a problem, resolve it with a refund from the problem itself: see When a buyer reports a problem with an order.

What happens next

• The money goes back to the buyer's card through your Stripe account. It usually reaches them within 5–10 business days, depending on their bank.
• The buyer is emailed.
• A deposit refunded in full puts the request back to where it was before the deposit (unless other money still counts toward the price). A request whose payment is refunded in full shows Refunded.

Fees

• Whether PerfectPal's fee on the refunded part goes back to you follows the fee rule in force when the buyer paid. Your statements show the fee returned with each refund.
• Stripe's own processing fee is handled in your Stripe account, under Stripe's terms.

What can't be refunded here

Only card payments made on PerfectPal. Money recorded as paid outside PerfectPal is refunded directly between you and the buyer.