How do I handle refunds?
Learn how to issue a customer refund in Dash to Cart and what happens after you send the request to Stripe.
Admin
Last Update a month ago
Dash to Cart lets merchants initiate refunds from the relevant payment or order workflow. The merchant’s connected Stripe account processes the refund.
Step 1: Open your store dashboard
Sign in to Dash to Cart and open the store you want to manage.
Step 2: Find the relevant payment
From your dashboard, open the Payments area and locate the successful transaction you want to refund.
The Payments area shows information such as:
Select the relevant transaction to review its details.
Step 3: Review the payment details
Before issuing a refund, confirm that you have selected the correct transaction.
The payment details can include information such as:
Review these details carefully before continuing.
Step 4: Open the order
Go to: Orders → select the relevant order
Open the order you want to refund. On the order page, you can review:
The current order screen also provides actions such as Print Invoice, Print Packing Slip, Mark Shipped, Cancel Order and Issue Refund.
Step 5: Start the refund
From the order page, select: Issue Refund
This opens the refund workflow for that specific order.
Step 6: Enter the refund details
Enter the refund amount and select the appropriate reason. Review the amount carefully before confirming the refund.
Once submitted, Stripe processes the refund.
Step 1: Open your store dashboard
Sign in to Dash to Cart and open the store you want to manage.
Step 2: Find the relevant payment
From your dashboard, open the Payments area and locate the successful transaction you want to refund.
The Payments area shows information such as:
- Date
- Status
- Customer
- Amount
Select the relevant transaction to review its details.
Step 3: Review the payment details
Before issuing a refund, confirm that you have selected the correct transaction.
The payment details can include information such as:
- Payment status
- Transaction amount
- Processing fee
- Net amount
- Payment method
- Customer details
- Payment timeline
Review these details carefully before continuing.
Step 4: Open the order
Go to: Orders → select the relevant order
Open the order you want to refund. On the order page, you can review:
- Payment status
- Fulfilment status
- Shipment status
- Ordered items
- Refund details
- Financials
- Customer information
- Fulfilment information
- Order lifecycle
The current order screen also provides actions such as Print Invoice, Print Packing Slip, Mark Shipped, Cancel Order and Issue Refund.
Step 5: Start the refund
From the order page, select: Issue Refund
This opens the refund workflow for that specific order.
Step 6: Enter the refund details
Enter the refund amount and select the appropriate reason. Review the amount carefully before confirming the refund.
Once submitted, Stripe processes the refund.
How long does a refund take?
Refund timing can vary depending on Stripe, the customer’s bank and the payment method used. For that reason, do not promise the customer a fixed completion time.
If a customer asks when the funds will appear, explain that you've submitted the refund and that final timing depends on the payment provider and their bank.
What happens to the payment status?
After a successful refund is initiated, the transaction status in Dash to Cart should update to reflect the refund where supported.
The exact status shown may depend on the current payment state and refund workflow.
Are payment-processing fees returned?
Stripe and the merchant’s payment setup determine payment-processing fees and refund treatment. Do not assume that processing fees are automatically returned.
For the most accurate information about a specific refund, check the transaction in Stripe.
What happens to the Dash to Cart platform fee?
If the transaction was made on the Free Tier, the Dash to Cart platform fee is treated separately from Stripe’s payment-processing fees.
Can I cancel a refund after submitting it?
Once you submit a refund to Stripe, you may not be able to cancel it. Review the amount and transaction carefully before confirming.
If you believe you submitted a refund incorrectly, check the transaction in Stripe or contact Dash to Cart Support.
Refunds vs payment disputes
A refund is initiated by the merchant. A payment dispute or chargeback is initiated by the customer through their bank or card issuer.
These are different processes.
If a formal dispute has already been opened, manage the case through Stripe rather than issuing an additional refund without first checking the payment status.
Where can I get help?
If the refund action itself is missing, the payment information looks incorrect, or Dash to Cart and Stripe show different statuses, submit a request through:
Profile → Help & Support
For Stripe-specific settlement or refund-status questions, review the transaction directly in your Stripe Dashboard.
Refund timing can vary depending on Stripe, the customer’s bank and the payment method used. For that reason, do not promise the customer a fixed completion time.
If a customer asks when the funds will appear, explain that you've submitted the refund and that final timing depends on the payment provider and their bank.
What happens to the payment status?
After a successful refund is initiated, the transaction status in Dash to Cart should update to reflect the refund where supported.
The exact status shown may depend on the current payment state and refund workflow.
Are payment-processing fees returned?
Stripe and the merchant’s payment setup determine payment-processing fees and refund treatment. Do not assume that processing fees are automatically returned.
For the most accurate information about a specific refund, check the transaction in Stripe.
What happens to the Dash to Cart platform fee?
If the transaction was made on the Free Tier, the Dash to Cart platform fee is treated separately from Stripe’s payment-processing fees.
Can I cancel a refund after submitting it?
Once you submit a refund to Stripe, you may not be able to cancel it. Review the amount and transaction carefully before confirming.
If you believe you submitted a refund incorrectly, check the transaction in Stripe or contact Dash to Cart Support.
Refunds vs payment disputes
A refund is initiated by the merchant. A payment dispute or chargeback is initiated by the customer through their bank or card issuer.
These are different processes.
If a formal dispute has already been opened, manage the case through Stripe rather than issuing an additional refund without first checking the payment status.
Where can I get help?
If the refund action itself is missing, the payment information looks incorrect, or Dash to Cart and Stripe show different statuses, submit a request through:
Profile → Help & Support
For Stripe-specific settlement or refund-status questions, review the transaction directly in your Stripe Dashboard.