Cancellations and refunds

You refund a paid order from its own page, and your customer gets their money back from your Stripe balance. What happens to STIL LAB's charge depends on whether you have sent the order to STIL LAB yet.

Refund an order

1. Open Orders and the order.
2. Press Refund order. The page says what the refund will do.
3. If the order has already been sent to STIL LAB, tick the box to say you understand STIL LAB's charge may not be returned.
4. Press the refund button, which shows the amount, or Keep the order to go back.

Before and after sending

• Before you send it to STIL LAB, your customer is refunded in full and the order is cancelled, and your customer is told. STIL LAB's charge comes back to your Stripe balance with it, because nothing has been made.
• After you send it, STIL LAB's charge isn't returned automatically. STIL LAB pauses the order if it can still be stopped, and reviews it with you.
• Either way, Stripe keeps its own processing fee. Stripe does not return it on a refund.

Cancel an order

An order that hasn't been paid yet can be cancelled instead. Open Cancel this order, add a note for your customer if you like, and press Cancel the order and tell your customer. If STIL LAB has cancelled its side of an order, cancel it the same way to tell your customer.

Good to know

• Only the account's owner can refund an order.
• If your Stripe balance can't cover a refund yet, Stripe holds it and completes it as soon as it can.
• An order's Refunds list shows each refund and where it stands. A refund made in your Stripe Dashboard shows there too.
• If your customer disputes their card payment, the order says so. Disputes are yours to answer, with evidence, in your Stripe Dashboard.
• If your customer paid twice, or paid after the order was cancelled, the order says so. Refund the extra payment in your Stripe Dashboard.
• On a limited edition print, you choose whether to retire its number or make it available again. A number already sent to STIL LAB for printing can only be retired.