Check first: Can you apply a credit instead of issuing a refund?
First, we recommend seeing if adding a credit to the client's Food Corridor account will work for you and the client. Applying a credit to a client puts that payment amount back in their Food Corridor account immediately. Any future charges (bookings, storage, etc.) will be pulled from this credit balance before charging the client's payment method. This is the easiest method.
To add a credit, go to Clients > Client name > Fees/Credits > Add fee/credit > Save.
Here's more information on credits.
Otherwise, request a refund
If a credit is not going to suffice for the situation and you do need to issue a monetary refund to your client's payment method on file, you can do so from the charge on the client's statement.
To issue a refund go to Clients > Client name > Statement > Expand Bill > Refund.
You can issue a partial refund by changing the "amount to refund" field in the Refund Details section.
Charges that are 'Pending' in Stripe cannot be refunded until fully processed.
For ACH payments, refunds can only be issued on payments made within the last 90 days.
For Canadians with PAD payments, refunds can only be issued on payments made within the last 180 days.
Once requested, a refund will be processed within 24 hours, Monday - Friday.
Once the refund is processed, please be aware that funds generally take 5-10 days to reach the client's bank account or credit card. Your client should be emailed a refund receipt from Stripe.
There are no fees to refund a payment, but the original platform fee won't be returned to you. If you wish to pass this platform fee onto your client, you can issue a partial refund to your client to not include the platform fee.
Where can I see issued refunds?
You can see refunds in a few spots:
The client's statement. In the same place you requested the refund, the word "Refund" will appear gray until it has been issued. Once the refund has been issued, you will see the refund details below the payment details on the client statement.
Billed Line Items report. A line will be added to the report with the charge type of "Refund" for that bill, when a refund has been issued.
Refunds report. Check a history of all your clients' refunds in this report. This is a quick way to confirm that a refund has been issued, and also nice to check back on any refund notes you may have added.
Can I refund a client charge directly from my Stripe account?
Unfortunately, no. If you refund a transaction from your Stripe dashboard, Stripe refunds the funds to The Food Corridor. While we of course love revenue, we don't think that's the right way to get it.