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Documentation Index

Fetch the complete documentation index at: https://docs.pandabase.io/llms.txt

Use this file to discover all available pages before exploring further.

As Merchant of Record, Pandabase moves the refund through the card network on your behalf. The customer is credited, and the refunded amount is deducted from your store’s available balance.

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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 instead.

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Issuing a refund

Open the payment from the Payments page and click Issue Refund in the top right. Pick a reason and confirm:
Issue refund dialog
ReasonUse when
Requested by customerCustomer asked for their money back. Most common.
Duplicate paymentThe customer was charged twice for the same order.
FraudulentYou 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.

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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.

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Fees

The original processing and platform fees are both non-refundable when you issue a refund.
Charge typeRefundable?
Sale amountYes
Tax collectedYes (we remit the adjusted amount)
Platform feeNo — retained by Pandabase
Processing feeNo — retained by the network

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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.

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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.

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Going negative

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