Refund Processing

Refunds can be processed directly within the Kanorio backend. Navigate to "E-commerce → Transactions", open the order details, and use the "Initiate Refund" option. Kanorio will handle the refund through Stripe and update the order status accordingly, eliminating the need to visit the Stripe dashboard separately.

Prerequisites

You must meet the following conditions to initiate a refund from the backend:

• The order status is "Paid" or "Partially Refunded"
• You are the owner or an administrator of the website
• The order still has a refundable balance
• The order has a valid payment record

If an order has been fully refunded, payment failed, expired, or has no refundable balance, the option to perform a refund will not be displayed in the backend.

Initiating a Refund in the Kanorio Backend

1. Go to "E-commerce → Transactions" in the backend.
2. Locate the order that requires a refund.
3. Click on the order to open its details.
4. Expand "Initiate Refund" in the amount breakdown section.
5. Enter the refund amount, or click "Refund Full Amount".
6. Select the reason for the refund.
7. If necessary, fill in the refund notes.
8. Click "Confirm Refund".
9. Click "Process Refund" in the confirmation window.

Once the refund is submitted, Kanorio will update the order status and display the refund record and recent activity in the order details.

Full Refund and Partial Refund

You can choose to issue a full or partial refund based on the situation.

Full Refund

Clicking "Refund Full Amount" will populate the field with the currently available refundable balance. After processing, if there is no remaining refundable balance for the order, the order status will change to "Refunded".

Partial Refund

Enter an amount less than the refundable balance in the "Refund Amount" field to process a partial refund. Partial refunds can be issued multiple times until the refundable balance is depleted. After processing, the order status will be displayed as "Partially Refunded".

Refundable Balance and Fees

When processing a refund, refer to the "Refundable Balance" displayed in the order details. The refundable balance is calculated after deducting any amounts already refunded and is based on real-time data from Stripe.

Please note:

• Refunds will be returned to the buyer's original payment method.
• Stripe service fees are non-refundable to the seller.
• Kanorio platform fees are non-refundable to the seller.
• Consequently, the refundable balance may be less than the original order amount.
• Cross-currency transactions may be affected by exchange rates and Stripe's settlement currency.

Refund Reason and Notes

You can select a reason for the refund when initiating it:

• Duplicate
• Fraudulent
• Customer Request
• Other

While the refund reason is optional, it is recommended for easier review of refund history. If "Other" is selected, notes are required.

Refund Record and Recent Activity

The order details will display the refund record and recent activity, allowing you to view:

• Refund amount
• Refund timestamp
• Refund reason
• Refund status
• Stripe event timeline

A successful refund indicates that the funds have been initiated for return from the payment gateway. The actual crediting to the buyer's bank account depends on their payment method and issuing bank, typically taking several business days.

Buyer Access Permissions

Refunds do not automatically revoke a buyer's access to digital content. This is a separate order setting.

If you do not want the buyer to continue accessing the product content after a refund, use the "Revoke Buyer Access" option within the same order details. After revocation, the buyer will no longer be able to access the product content.

If you are issuing a partial refund or still wish for the buyer to retain access to the content, you do not need to revoke access.

Related Links

• Order and Customer Management
• Fees and Exchange Rates
• My Purchases (Buyer's View)