Refund requests

Refunds are requested from inside the panel and tracked to a decision, so a request cannot quietly get lost in an inbox.

The flow#

1. The customer opens the order in their panel and requests a refund with a reason.
2. The request is recorded as pending and you are notified.
3. It appears under Admin → Refund requests with the order, customer, amount, reason, and date.
4. You approve or reject it.
5. The customer is emailed the outcome.

Approving#

Approving records the decision and notifies the customer. Issue the actual money movement in Paddle — Paddle is the merchant of record and holds the funds; the panel tracks the decision, it does not move money.

When you refund in Paddle, an adjustment webhook follows and the panel records the refund transaction against the order.

Rejecting#

Records the decision and notifies the customer. Write the reason as though the customer will read it, because they will.

Refunds and subscriptions#

Refunding does not automatically revoke access. Decide deliberately:

• Goodwill refund, customer stays. Leave the subscription active.
• Refund and revoke. Suspend or cancel the subscription so verification stops.

Chargebacks#

A chargeback is not a refund request — it arrives through Paddle without ever touching this queue. Watch for the adjustment in your transactions and suspend the subscription by hand.

Keeping the queue honest#

A pending request is a customer waiting. Decide quickly; most refund escalations are about silence, not about the money.