Refunds

Before you start

• An order to refund, under Store, then Orders.
• Access to your Stripe dashboard. Open Stripe dashboard on the Store tab takes you to the right one for test or live mode.

The money is in your Stripe account, so the refund happens there. nertia does not move money and has no Refund button; it listens for Stripe's answer.

1. Find the payment in Stripe

In Stripe, open Payments and find the charge. The shopper's email and the amount on the nertia order match it. On a store in Test mode, use the test dashboard.

2. Refund it

Press Refund, pick the amount and a reason, confirm. Stripe returns the money to the shopper's card in its own time, usually five to ten business days, and emails them a receipt if you have receipts on.

3. Read the order on nertia

Stripe tells nertia the charge was refunded. The order's status flips to Refunded in the Orders table and on the order page, where a line reads Refunds happen in your Stripe dashboard. A refund shows up here on its own. The Mark shipped button is gone; there is nothing left to ship.

A partial refund does not change the status. The order stays To ship or Shipped and the amounts on the page keep what was paid; the partial refund lives in Stripe.

Done

The shopper has their money back and the order says so. Next: Go live checklist.

Problems

• I refunded in Stripe but the order still says To ship. Give it a minute; Stripe's notice can lag. If it never changes, the refund may be partial, or it was made on a different Stripe account than the one connected to the site.
• The shopper wants to cancel before I ship. Refund in Stripe. There is no cancel state; a refunded order is the record.
• I need to refund a shipped order. Refund in Stripe as above. The status moves from Shipped to Refunded.