What happens to fees and access after a refund

Fees

Dockstall's fee. Refund within 30 days of the purchase with the button in Dockstall, and our fee on the refunded amount comes back to you. After 30 days, we keep it. The Refund card on each order shows the exact deadline.

If you refund directly in your Stripe dashboard, we can't promise that our fee comes back.

Stripe's fee. Stripe explains in its refunds guide that its processing fee on the original payment isn't refunded. That's Stripe's rule, and we can't change it. Your Stripe dashboard shows what applied to your payment.

Example

A €20 sale on Free, using the example Stripe fee of €0.55.

• Refund on day 10. The buyer gets €20 back. You get our €1.00 back. Your cost is the €0.55.
• Refund on day 40. The buyer gets €20 back. Our €1.00 stays with us. Your cost is €1.55.

Access

• Full refund: access to files and to the delivered link ends. The buyer sees that the purchase was refunded and downloads are no longer available.
• Partial refund: access stays.
• Partial refunds that add up to the full amount: access ends, the same as a full refund.

Two limits to keep in mind:

• A file they already downloaded stays on their device.
• Dockstall stops opening a delivered link, but if they saved the real address, we can't revoke it at the destination.

A payment link has nothing to end, because Dockstall delivers nothing for it.

Other things that don't change back

• Copies: a refund doesn't return a copy to your stock.
• Coupons: a refund doesn't restore a coupon use.

What you'll see

The order changes to Refunded or Partially refunded, with the amount shown. Analytics revenue is net of refunds.

If a refund doesn't reach the buyer

Stripe explains that a refund can fail, for example if the buyer's account is closed, and that the money then returns to your Stripe balance. Check the payment in your Stripe dashboard. The Dockstall order may still show as refunded, so don't rely on it alone in this case.