Processing refunds

This guide explains how to issue refunds for a client in Vendasta, including refund limits, steps for initiating a refund, required details for high-value refunds, processing timelines, and Stripe fees.

To refund a payment within the $1000 limit:

1. Log in to the Partner Dashboard.
2. Navigate to Commerce > Payments.
3. Click the three-dot kebab icon to access the Refund option for the invoice or payment you want to refund.
4. Enter the refund amount (partial refunds are supported).
5. Confirm and submit the refund.

Troubleshooting refund errors

You may encounter error messages such as:

• "Unable to refund due to balance"
• "Invalid merchant health"

These may occur due to balance limitations, merchant health issues, or restrictions on refund amounts.
If this happens, contact Vendasta Support for assistance.

Refunds over $1000

Refunds exceeding $1000 must be submitted to Vendasta Finance.

Include the following details in your request:

• Client account name
• Refund amount
• Reason for the refund
• Invoice number

The finance team will process the refund on your behalf.

Refund processing time

Refunds typically take 5–10 business days from the date they are issued.
Clients will receive the refunded funds within this window.

Once processed, a refund receipt or notification will automatically be emailed to the client.

Refund fees

Vendasta does not charge a fee for refund processing.

However, Stripe charges a non-refundable transaction fee on all refunds:

• 2.99% + $0.30 per transaction

This fee is deducted from the partner’s Stripe account and is not returned when a refund is issued.