Refund FAQs for Merchants

Plans can only be refunded from your merchant account.

Refunding an open plan

We do not recommend refunding an open plan. Instead, we recommend adding a discount to the total.

Refund timeline

Refunds to credit or debit cards can take 5–10 business days. ACH payments may take up to 15 business days.

Customer's card has been canceled or expired.

Refunds can only be returned to the card that made the payment. However, if the card has since been canceled or expired, the refund will typically return to the bank account associated with that card, depending on the bank's policy.

The customer has closed their bank account.

If the customer has closed their bank account, you will need to refund them outside of our system via check or e-payment.

Refund to a closed bank account.

The refund will most likely be rejected. It is recommended the customer contact their old bank to accept the refund rather than rejecting it. If rejected, the refund will be returned to you — wait to receive it before refunding the customer outside of Partially via paper check or e-payment.

More about rejected refunds

Refunds are typically rejected when the customer has closed their bank account. Rejected refunds can take up to 30 business days to return to you, after which you will need to refund the customer outside of our system.

Your Partially account will be updated if a refund is rejected — the status next to the refund will show Failed along with a Stripe ID to locate the payment.

ACH Refunds

ACH payments are payments made with a bank account. You can only refund ACH payments that are under 180 days old. Older ACH payments must be refunded outside of our system via check or e-payment.