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A refund returns money to a customer after they’ve paid. You might do this because someone changed their mind, ran into a problem, or you simply want to keep them happy. Crevio makes it a couple of clicks, and the money goes back to the same card the customer paid with. You can refund the full amount or just part of it — handy when you want to keep a portion (say, for work already delivered) or offer a goodwill discount after the fact.

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Why issue a refund

  • Keep customers happy. A quick, no-fuss refund turns a frustrated buyer into someone who trusts you.
  • Stay on the right side of the rules. Honouring your refund policy protects your reputation and your payment account.
  • Avoid disputes. Refunding directly is far better than a customer disputing the charge with their bank.

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Issue a refund

1

Find the order

Go to Orders in your dashboard and open the order you want to refund.
2

Choose Refund

Select Refund on the order.
3

Pick full or partial

  • For a full refund, leave the amount as is — the entire payment goes back.
  • For a partial refund, enter the smaller amount you want to return.
4

Add a reason (optional)

Note why you’re refunding. This is just for your own records and helps you spot patterns later.
5

Confirm

Confirm the refund. Crevio sends the money back to the customer’s original card right away.
Want to understand why refunds happen? Ask Crevio to look at your recent refunds and tell you if there’s a common reason — a confusing product page, a delivery hiccup, or a pricing mismatch — so you can fix the root cause.

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What the customer sees

The customer gets a confirmation that their refund is on the way. The money returns to the same card they used to pay — you cannot send it somewhere else. The amount shows up on their statement as a refund against the original charge.

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How long it takes

You issue the refund instantly, but it takes a little time to appear in the customer’s account — usually 5 to 10 business days, depending on their bank. This wait is set by the banks, not by Crevio, so it’s worth letting the customer know up front to save them worrying.

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Refunds and access

If the customer bought something that gives them access — like a course or a community — think about whether you also want to remove that access after refunding. A refund returns the money but doesn’t automatically revoke what they can see. You can manage their access from the customer’s record.
Refunding a single payment of a subscription does not cancel the subscription itself. If you want to stop future charges too, cancel the subscription as well.

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If something goes wrong

  • The customer says the refund hasn’t arrived. Reassure them it can take up to 10 business days. If it’s been longer, ask them to check with their bank, as the money has already left your account.
  • You refunded too much or too little. You can’t undo a refund, but you can charge the customer again or issue another partial refund to balance it out.
  • You can’t find the order. Make sure you’re looking under the right customer. You can search Orders by the customer’s email.

Orders

See every sale, its status, and the customer behind it.

Subscriptions & recurring payments

Pause, resume, or cancel a customer’s recurring billing.

Get help with an order (for customers)

A guide you can forward to a buyer who wants a refund.

Getting your money (payouts)

Understand how refunds affect your balance and payouts.