Stitch Express allows you to process refunds for any transaction made through your account.
You can issue:
- Full refunds (the entire transaction amount)
- Partial refunds (a portion of the transaction amount)
How refunds work
- Refunds are processed directly from your Stitch Express dashboard
- Once a refund is confirmed, it can take 3-12 working days to reflect in your customer’s account
- No fees are charged by Stitch Express for processing refunds
Important: Available balance
Refunds are deducted from your available balance.
This means:
- You must have sufficient funds available to process a refund
- If your balance is too low, the refund will not go through
What to do if you have insufficient funds
- Wait for funds to settle into your available balance (typically the next day)
- Retry the refund once sufficient funds are available
💡 We recommend keeping a small balance available to cover potential refunds. You can also set a reserve balance to ensure that the funds in your available balance do not not drop below a certain amount. Reach out to express-support@stitch.money to set or change you reserve balance.
How to process a refund
- Go to the Sales tab on your Stitch Express dashboard
- Find the transaction you want to refund
- Click the More menu next to the transaction, this will open the transaction details
- Click Refund
Complete the refund
- Enter the amount you want to refund
- You can choose a full or partial amount
- Select a reason for the refund for your records
- Click Confirm to process the refund
- Your customer will receive the refund in 3 - 12 working days
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