Help › Orders and buyers
Refund an order
Refunds are made from Orders, through your own Stripe account. The money goes back to the buyer's original payment method.
Refund a one-time purchase
- In Orders, find the order and open it. See Find an order.
- Check Order total, Confirmed refunded and Remaining refundable balance.
- Choose Refund in full….
- Read the summary, then choose Confirm refund. Keep order closes it without refunding.
SaySo refunds the full remaining balance. When Stripe confirms it, the buyer can no longer download the purchase, and SaySo emails them to say the money is on its way back. The buyer and the order stay in your records.
A bundle refunds the same way, as one order. Its products show at $0 and close with it, so there's nothing to refund on them separately. See what buyers get with a bundle.
A refund you make in your Stripe dashboard instead, in full or in part, emails the buyer too, for the amount refunded.
If Stripe also sends refund emails from your account, your buyer gets two. To leave it to SaySo, in your Stripe dashboard go to Settings › Business › Customer emails and, under Payments, turn off Refunds.
Refund a subscription or payment plan
Each payment is listed on the order with its own Refund button. Refunding a payment cancels the subscription and ends the buyer's access straight away, and the buyer is emailed.
To stop future payments without refunding, choose Cancel subscription, or End this plan for a payment plan. A payment plan buyer keeps what they've already paid for.
If a refund doesn't finish
If Stripe says a refund failed or was canceled, review it in your Stripe account, then choose Check Stripe status on the order. SaySo won't send another refund on its own.
A buyer asking for a refund doesn't change their access or send any money back. Only a confirmed refund does.