Warning
Important
Refunds take 5–10 business days to appear on the client's statement. The refund comes from your Stripe account balance, not from MONDAi.
Process refunds quickly. A delayed refund is a dispute in waiting. A dispute costs you the transaction fee plus a chargeback fee regardless of the outcome. Resolve on the same day you receive the request.
Steps
Go to Orders
Navigate to Commerce → Orders. Filter by Paid to find completed transactions.
Find the order
Search by contact name, email, or order ID. Click the order to open its full detail view.
Initiate the refund
Click Refund. Choose Full Refund or Partial Refund and enter the amount. Add an internal note with the reason.
Confirm and notify the client
Confirm the refund. It processes through Stripe immediately. Send the client a brief email confirming the refund and the 5–10 business day timeline.
Verify in Stripe
Log into your Stripe dashboard and confirm the refund appears on the original transaction.
- Waiting more than 24 hours. Clients who wait escalate to their card issuer. Same-day processing protects your Stripe account health.
- No client notification after processing. A silent refund is confusing. Always send a confirmation with the amount and expected timeline.
- Processing the refund directly in Stripe instead of MONDAi. Refunds processed in Stripe without going through MONDAi may not update the order status in your CRM.
Still stuck?
- Search the MONDAi Help Center
- Email support@mondai.io with a Loom video
- Ask inside the ArchiTech Channel
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