Refund an order in full or in part

Refund in full

1. Open Orders and open the order.
2. In the Refund card, read the note on our fee.
3. Click the full refund button, which shows the amount, such as Refund €20.00.
4. Confirm in the dialog. The refund is sent as soon as you confirm, and it can't be undone.

Refund part of it

1. In the Refund card, type the amount in Partial amount.
2. Click the Refund button beside the field.

You can make several partial refunds, up to the amount paid.

What happens next

• You'll see a message that the refund was sent to Stripe. The order updates as soon as Stripe confirms it.
• If Stripe refuses, you'll see "Stripe declined the refund", with the reason. See refunding when your balance is low.
• Dockstall doesn't email the buyer about a refund. Tell them yourself.
• Stripe explains that a refund takes about 5 to 10 days to show, depending on the bank, and can only go to the original payment method.

Who pays

You do. The refund comes from your own Stripe balance. Within 30 days of the purchase, our fee on the refunded amount comes back to you. Stripe explains that its processing fee doesn't come back. See fees and access after a refund for what else changes.

Where to refund

The button in Dockstall is the one to use. You can also refund in your Stripe dashboard, and we'll record it, but we can only promise the return of our fee for refunds made with the Dockstall button.

Who decides

Refunds are your decision as the seller. Dockstall doesn't issue them for you or make them for buyers, and buyers can't refund themselves. The exception is a duplicate payment on a one-time link, which is refunded automatically.

Common problems

No Refund card. It only appears for paid orders with something left to refund. Free orders have nothing to refund.

The order is disputed. Don't refund. See a buyer opened a dispute.

A refund failed after it was sent. It's rare, and Stripe says it can take up to 30 days to find out, for example when the buyer's card or bank account has closed. Stripe puts the money back on your Stripe balance, and we email you. The order goes back to what it was, including the buyer's access, and Needs attention tells you what happened. Try the refund again. If it fails again, Stripe says you'll need another way to pay the buyer back, so write to them.