You can refund an order directly from your dashboard: open Sales → Orders, select Refund on the order, choose Full refund or Partial refund, then confirm. ScaleEdges sends the refund to the payment provider used for the order, and the money is returned to the buyer's original payment method.
Refund an order step by step
- Open Sales and find the order. You can search by order number, customer email or name.
- Select Refund on the order's row.
- The refund window shows the Order total, the amount Already refunded and the amount Available to refund, with the product's refund policy.
- Under Choose the refund type, select Full refund to return the full remaining balance, or Partial refund to choose the Amount to refund. The 25%, 50%, 75% and Remaining shortcuts fill the amount for you.
- Select Refund to confirm.
When the provider accepts the request, the window shows Refund submitted. The order's status then becomes Refund pending, Partially refunded or Refunded.
A completed refund cannot be undone. Check the amount before confirming.
Which orders can be refunded
You can refund an order paid through Stripe, up to the amount that has not been refunded yet. You can make several partial refunds on the same order.
The Refund button does not appear on free orders, on orders that are already fully refunded, and on sales imported from another platform, which are not linked to a payment.
The refund window also explains why a refund is impossible when a refund for the whole remaining amount is already pending, or when the Stripe account used for the order has been disconnected from your store.
If the account used for the order has been disconnected, refund the payment from your Stripe dashboard instead.
What happens after a refund
- Money: the buyer receives the refund on the card or account they paid with. The delay depends on their bank, usually a few business days.
- Access: after a full refund, the buyer loses access to the product in their library. A partial refund keeps their access.
- License keys: license keys delivered with a fully refunded purchase are disabled. They are restored if the refund does not go through.
- ScaleEdges fee: for Stripe payments, the ScaleEdges transaction fee is refunded in proportion to the amount refunded.
- Payment provider fees: Stripe applies its own rules to its processing fees. Check your Stripe dashboard for the exact amounts.
- VAT: if you collect EU VAT, the VAT part of the refund is deducted from your VAT report in proportion to the amount refunded.
Refunds made directly from your Stripe dashboard are also picked up by ScaleEdges, and the order is updated.
Set a refund policy for a product
A clear refund policy reassures buyers and reduces disputes. To set it:
- Open the product in Products.
- In Advanced settings, check Specify a refund policy for this product.
- Choose the Refund period: No refunds allowed, or a 7, 14, 30 or 60 days money-back guarantee.
- Optionally, add Fine print: eligibility, exclusions and how customers should request a refund.
- Select Publish update.
Copy from another product reuses the policy of one of your products.
When you open the refund window, ScaleEdges shows whether the order is still within its guarantee period. The policy is informational: you can still refund an order outside the period, for example as a goodwill gesture.
Before choosing No refunds allowed, check the consumer rules that apply to your buyers. In the European Union, for example, buyers have a withdrawal right for digital content unless they expressly agreed to immediate delivery and acknowledged losing that right.
Tips to avoid disputes
- Describe precisely what the product contains, its format and its length.
- Answer refund requests quickly: a buyer who gets no reply may open a dispute with their bank, which costs you more than a refund.
- Offer a partial refund when the buyer has used part of the product.
