Refunds and disputes
A refund is a return of payment you initiate. A dispute is a separate processor/card-network process. Neither automatically changes the project's scope, cancels a retainer, or voids every related invoice.
Refunds
How to issue a refund
- Open the client's workspace and Billing → Invoices.
- Find the paid invoice and choose Issue Refund when available.
- Review the original payment and amount already refunded.
- Enter the amount to return and an optional reason.
- Review the target and amount, then use Confirm Refund.
The refund reason can be included in the client's portal notification. Write it as a client-facing explanation, not an internal note.
The action requires an eligible paid Stripe invoice with a known charge and a remaining refundable amount. An offline recorded payment has no Stripe charge to refund through this button.
Partial refunds
You can request less than the remaining refundable amount. The system limits the cumulative amount against the recorded payment and prior refunds. Review existing refunds before retrying after an error or delayed response.
A successful refund request is not a guarantee the money has settled in the client's bank. Check Stripe's current refund status and expected timing; pending or failed refunds can need follow-up.
What the client sees
The portal provides a refund notification and billing/refund information. Revenue views account for recorded refunds. Stripe may also send a notice according to its settings.
If the portal and processor disagree, compare the original charge and refund before issuing another request.
Refunding a deposit invoice
Review the rest of the engagement separately: an unsent balance, an issued completion invoice, project status, and any ongoing agreement may still need action.
A refund does not automatically cancel those records. A voided offer or completed project also does not automatically return money.
Disputes (chargebacks)
When Stripe reports a dispute, the portal can notify you of the amount, client, and reason. The full dispute, evidence requirements, current status, and response deadline live in Stripe.
How to respond
Open the relevant dispute in your Stripe account and follow its displayed deadline and permitted actions. Collect accurate records such as the agreed scope, signed documents, invoice, delivery evidence, work notes, and relevant client communications.
Do not rely on a generic number of days from a guide: deadlines, fees, and outcomes depend on the actual dispute. A signature or acknowledgement supports your records but does not guarantee a favorable outcome or remove legal liability.
Keep records clear
- Use recognizable invoice descriptions.
- Keep the accepted quote and subsequent agreed changes.
- Record work and delivery accurately.
- Address client questions promptly.
- Preserve the payment and refund references.
Refund or dispute?
If there is no dispute and you agree to return an eligible Stripe payment, use the refund workflow.
If a dispute already exists, check Stripe's available actions before separately refunding or recording an adjustment. Avoid returning the same money twice. The portal's original invoice remains useful history, but it is not the full dispute case file.