# Refunds (/store/manage-payments/refunds)





As merchant of record, Pandabase processes refunds through the card network on your behalf. The customer is credited, and the refunded amount is deducted from your store's available balance.

## When you can refund [#when-you-can-refund]

You can refund any payment in `Completed` status, up to **30 days** from the original charge. After that, refunds aren't available.

Payments with an open dispute can't be refunded — handle those through the [dispute flow](/store/manage-payments/disputes) instead.

## Issuing a refund [#issuing-a-refund]

Open the payment from the **Payments** page and click **Issue Refund** in the top right. Pick a reason and confirm:

<img alt="Issue refund dialog" src="__img0" />

| Reason                | Use when                                                                 |
| --------------------- | ------------------------------------------------------------------------ |
| Requested by customer | Customer asked for their money back. Most common.                        |
| Duplicate payment     | The customer was charged twice for the same order.                       |
| Fraudulent            | You believe the original payment was fraudulent. Flags the order for us. |

The refund leaves your available balance immediately. The customer's bank typically credits the original payment method within **5 to 10 business days**.

## Full refunds only [#full-refunds-only]

Only **full refunds** are supported. Refunding a payment returns the entire captured amount — partial refunds aren't available.

The order moves to `Refunded`, coupon usage is restored, the subscription (if any) is cancelled, and fulfillment is revoked.

## Fees [#fees]

The original processing and platform fees are both **non-refundable** when you issue a refund.

| Charge type    | Refundable?                        |
| -------------- | ---------------------------------- |
| Sale amount    | Yes                                |
| Tax collected  | Yes (we remit the adjusted amount) |
| Platform fee   | No — retained by Pandabase         |
| Processing fee | No — retained by the network       |

## Effect on fulfillment [#effect-on-fulfillment]

* **License keys** — pool entries are returned to your inventory; managed and webhook-issued licenses are revoked if you enabled "revoke on refund" on the product.
* **Digital downloads & redirects** — access is not automatically removed. If you serve files yourself, revoke on your end.
* **Subscriptions** — the underlying subscription is cancelled immediately.

## What customers see [#what-customers-see]

Customers get an email confirming the refund was issued, including the amount and the original payment reference. The credit shows up on their statement within 5 to 10 business days, depending on their bank.

## Negative balances [#negative-balances]

If your available balance is too low to cover a refund, the refund still goes through and your balance can become negative. The shortfall is settled against your next payouts before any funds are paid out to your bank.