No matter what refund policy you offer to customers, OurPay makes it easy to issue both full and partial refunds, so you can deliver the customer experience and refund policy you want.
A refund can be initiated by an authorized organization member through the dashboard or API.
OurPay also reconciles a PayPal refund or capture reversal reported by provider webhooks. The
current deployment does not promise automatic network-level chargeback-prevention refunds.
What’s refundable
The maximum refundable amount on an order is the net amount (excluding tax) minus anything that’s already been refunded, with any customer balance applied to the order taken into account. The corresponding tax is refunded automatically alongside it — fully on a full refund, prorated on a partial one.
The original transaction fee stays deductedThe original OurPay transaction fee remains deducted from Seller Payable when an order is
refunded. Payment-provider processing is included, so any provider refund fee or returned
processing fee affects OurPay’s accounting without an additional seller deduction or credit.Older payments that separately charged processing retain their original fee treatment. Failed or
canceled refunds reverse the principal and any seller fee adjustment. Late fee breakdowns are
reconciled from a later webhook or retry.Example: on Starter, a $30 tax-free charge has a $2.00 OurPay fee (5% + $0.50).
Refunding the customer does not restore that $2.00 to Seller Payable.
Issuing a refund
- Go to the order details page for the specific order you want to refund.
- Scroll down to the “Refunds” section.
- Click “Refund order”.
Amount
Specify the net amount to refund — i.e. the amount excluding tax. It defaults to the maximum refundable amount, but you can lower it to issue a partial refund.
OurPay automatically calculates the corresponding tax to refund based on the order’s tax rate. For partial refunds, tax is prorated against the refunded portion; for a full refund, the entire remaining tax is returned.
Reason
Select the reason for the refund — helpful for future reference.
Revoking benefits
One-time purchases. You can revoke the customer’s access to product benefits — e.g. file downloads, license keys, or Discord/GitHub invites. This is selected by default, since we default to a full refund, but it can be disabled.
Subscriptions. You can’t revoke access by refunding an order tied to a subscription — refunding the order returns the money but does not end the relationship. To end access, cancel the subscription instead. OurPay revokes the associated benefits automatically once the subscription itself is revoked. 
