Refunds

Refunds allow you to return a payment to a customer after a purchase.
They are handled through your payment provider, not directly inside Sellio.

How refunds work

When you issue a refund:

refund requested → processed by provider → funds returned to customer

refund requested → processed by provider → funds returned to customer

refund requested → processed by provider → funds returned to customer

Sellio updates the order status, but the actual transaction is handled by your provider.

Where to issue refunds

Refunds are managed in your payment provider dashboard:

• Stripe

• PayPal

You need to:

1. Open the transaction

2. Select Refund

3. Confirm the action

What happens after a refund

Once a refund is processed:

• The customer receives their money back

• The payment status changes to Refunded

• Access to the product may be revoked (depending on setup)

Full vs partial refunds

Full refund

Returns the entire payment amount.

$79 → refunded → $0 received

$79 → refunded → $0 received

$79 → refunded → $0 received

Partial refund

Returns only part of the payment.

$79 → refund $20 → $59 retained

$79 → refund $20 → $59 retained

$79 → refund $20 → $59 retained

Refund timing

Refund processing time depends on the provider:

• Instant to a few hours (processing)

• 3–10 business days (bank transfer)

When to issue a refund

Common cases:

• Customer purchased by mistake

• Product does not match expectations

• Technical issues with delivery

Refund policy

It’s recommended to define a clear refund policy.

Example:

Refunds are available within 7 days after purchase.

Make sure this is visible on your product page.

Common issues

Customer didn’t receive refund

• Check refund status in provider dashboard

• Confirm processing time

• Verify payment method

Refund not available

• Payment already settled

• Provider limitations

• Policy restrictions

Access still active

• Check your delivery setup

• Verify access control logic

Best practices

• Define a clear refund policy

• Handle requests quickly

• Communicate clearly with customers

• Keep records of refunds