In this story
Where: Readers & money → Orders & refunds
Open this page: admin.<your-site>/money/orders (replace <your-site> with your site address). In the menu it sits under More.
Before you start
- Only the site owner can give refunds, and you must confirm it's you first.
- The payment connection must work. See Payments.
- A refund can't be undone, so check the order first.
Steps
- Open Readers & money, then Orders & refunds.
- Find the order. Tap it to open Order details.
- Check the reader, the item and the amount.
- Press Refund.
- Under How much? choose Everything left, or Part of it and type the amount. It can be at most what is left.
- Choose a Reason: The reader asked for it, Paid twice, Fraud, Problem with what they bought or Other.
- Read the question: "Refund [amount] to [reader]? This can't be undone." Confirm.
- Confirm it's you when asked.
- The order shows the refund as Waiting for the gateway, then Refunded.
Good to know
- Your payment company (Razorpay, Stripe or PayPal) sends the money back to the reader. Banks can take a few working days.
- Keynate confirms the refund when the gateway tells it the refund is done.
- When the gateway confirms the refund, Keynate creates the GST credit note.
- You can refund in parts. The order shows Already refunded and Left to refund.
- A refund made in the gateway dashboard also appears, with the reason Made in the gateway dashboard.
- In test mode no real money moves.
Common problems
- "Nothing was refunded. Confirm it's you to refund." Sign in again when asked, then try again.
- "The payment connection for this order isn't working." Fix it in Settings → Readers & money → Connections → Payments, then try again.
- "You can refund at most [amount]." Type a smaller amount.
- The refund says Failed. Open the order, read the gateway events, and try again or check your gateway dashboard.
- "Enter an amount like 120 or 120.50 (up to … decimals)." Type only the number, with a dot for decimals. No currency sign and no commas.
- "Choose a reason." Pick why you refund. It is kept with the order.
Questions
Frequently asked questions
A reader paid twice. How do I refund one?
Open the second order, press Refund, choose Everything left and the reason Paid twice.
Will the reader get the money straight away?
Your payment company sends the money back to the reader. Banks can take a few working days.
Can I refund only part of it?
Yes. Choose Part of it and type the amount.
Can I undo a refund?
No. A refund can't be undone, so check the order before you confirm.
How do I stop a subscription from renewing?
That is a separate step. See Renewals.