Refund and dispute policy

Refunds are issued by the merchant against a specific captured payment. A refund is recorded as a reversal entry in the ledger so the original capture remains visible and the history explains itself.

Partial refunds are supported. A refund cannot exceed the amount originally captured for that payment attempt.

Where the payment provider supports refunds through its API, the provider's confirmation is required before a refund is shown as completed.

When a cardholder disputes a payment, the payment status becomes disputed and the amount is tracked separately until the provider resolves the case.

A dispute can result in funds being withdrawn by the provider. The corresponding ledger movements are recorded, and available balances reflect the provider outcome rather than an assumption made by the application.

A failed or abandoned checkout never marks an invoice as paid. The attempt is retained with its failure reason so it can be reconciled.

If a provider reports a successful payment but the application has not updated, an administrator can reconcile the record. Reconciliation verifies the provider status; it never fabricates one.

A payout that fails or is rejected releases the reserved amount back to the merchant's available balance exactly once.

Payouts are only released after merchant verification and review. A request reserves the amount in the ledger and moves no money until it is approved and sent by the payment provider.

Contact support with the invoice number and payment reference. Support requests are recorded and reviewed by an administrator.