Refunds information for vendors explains when a refund is due. This guide is the how: the buttons to click and what happens after.
Before you start
Agree the refund with the customer in Messages first, so there is a record. Decide whether it is the whole order or part of it. Only one refund request can be open on an order at a time.
Requesting the refund
- Go to Orders and open the order.
- Click Request Refund.
- Choose Full or Partial. For a partial refund, enter the amount.
- Write a short Reason. The team reads this, so “item damaged in post, customer sent photos” is better than “refund”.
- Click Submit Refund Request. The order now shows Refund Request Pending.
The form shows the Stripe fee for the order, so you can see the true cost before you confirm.
What happens next
- The Crafter’s Market team reviews the request. Once approved, the money goes back to the customer’s original payment method and the order shows Refund has been approved and processed. You get a Refund Approved notification, and the amount comes off your balance.
- If it is turned down you get a Refund Rejected notification with the reason. Reply through a ticket if you think something was missed.
- The Refunds tab under Finance lists every request with its order number, date, type, amount, reason and status.
If you see “insufficient funds”
If you have already withdrawn the money from that sale, your Stripe balance may not cover the refund. The request then shows Refund pending. Please add funds to your Stripe account, with the amount needed and your current balance. Top up your Stripe balance, then open the Refunds tab and click Resubmit Refund Request. Nothing is lost; the request just waits until the money is there.
Returns
Do not refund before the item is back with you unless you have decided the customer can keep it. Who pays the return postage is your call and belongs in your shop policies, so shoppers know before they buy. Shop policies helps you write them.