ImportantRefunds take 5–10 business days to appear on the client's statement. The refund comes from your Stripe account balance, not from MONDAi.
Process refunds quickly. A delayed refund is a dispute in waiting. A dispute costs you the transaction fee plus a chargeback fee regardless of the outcome. Resolve on the same day you receive the request.
Steps
1
Go to Orders
Navigate to Commerce → Orders. Filter by Paid to find completed transactions.
2
Find the order
Search by contact name, email, or order ID. Click the order to open its full detail view.
3
Initiate the refund
Click Refund. Choose Full Refund or Partial Refund and enter the amount. Add an internal note with the reason.
4
Confirm and notify the client
Confirm the refund. It processes through Stripe immediately. Send the client a brief email confirming the refund and the 5–10 business day timeline.
5
Verify in Stripe
Log into your Stripe dashboard and confirm the refund appears on the original transaction.
Common Mistakes
- Waiting more than 24 hours. Clients who wait escalate to their card issuer. Same-day processing protects your Stripe account health.
- No client notification after processing. A silent refund is confusing. Always send a confirmation with the amount and expected timeline.
- Processing the refund directly in Stripe instead of MONDAi. Refunds processed in Stripe without going through MONDAi may not update the order status in your CRM.
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