A refund made at the bank appears here
Short answer
If someone refunds a payment directly at the bank, we find it and record it on the payment, so your balance and your reports include it. Do not refund it again in the dashboard.What happens
We check payments with the bank ourselves. When we find a refund that was made there, we record it on the payment like any other: it appears under Refunds, comes out of your balance, and our fee comes back in proportion, unless your rate keeps it.
It is counted once. A refund we find this way and one made in the dashboard are never the same refund twice.
If it is about to be paid out
If a refund made at the bank is about to be part of a payout, the payout may wait a few hours while we match it to our records. Nothing is lost, and the payout goes out once it matches.
Do not refund it again
A refund in the dashboard sends more money back. If a customer says a refund made at the bank is missing here, give it a little time, then write to us with the payment’s id.