If a customer requests a refund, you can complete that process in the AMP portal or in Stripe. For a refund to be possible, a partial refund on the same invoice must not have already been processed, and the original invoice must have been for a positive dollar amount.
In almost all cases, we recommend refunding payments through the AMP portal and that this process through Stripe be used as a backup only.
To refund a user's payment in Stripe, follow these steps:
Open Stripe then search for the user's account by email and press enter. Select the customer's account to access their Stripe profile.
Once in the customer's account, click on the triple-dot next to the payment you wish to refund, then "Refund payment."
After clicking "Refund payment," you'll be given a prompt to fill out some information about the refund:
Refund - dictates the amount to refund; you may choose to refund the entire payment or a portion of the payment. You may not refund more than the original amount paid.
Reason - used to provide a reason for the refund. Options include "Requested by Customer," "Duplicate payment," "Fraudulent," or "Other."
Comment - optionally leave a comment about why the refund is being processed. These comments will serve to improve your organization's records. This comment will be saved in Stripe.Click Refund when finished. The speed of refunds is not immediate and varies based on financial institutions involved.
For immediate results, an in-app Account Credit may be an alternative option. Account credits will internally credit a users app account rather than refunding their card used for the purchase.