Refunds: everything you need to know

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

How long refunds take

Refund timing depends on where the payment was processed:

Online (dashboard, Shopify, or payment link): the customer receives the refund in 3-12 working days. If they paid with Capitec Pay, it should reflect instantly.
On a card terminal: a void before midnight on the day of the transaction is instant; after that, a refund takes 3-5 business days.

If your customer says the refund hasn't arrived, ask them to check their bank statement for the descriptor "Return Express *[YourBusinessName]". You can also generate a proof-of-refund document at any time from your dashboard: go to the Sales page, find the transaction, click into it, and download the document.

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 so the funds in your available balance do not drop below a certain amount. Reach out to express-support@stitch.money to set or change your 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