> ## Documentation Index
> Fetch the complete documentation index at: https://crevio.co/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Refunds

> Give a customer their money back in full or in part, understand what they'll see, and know how long it takes to land.

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.

## 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.

## Issue a refund

<Steps>
  <Step title="Find the order">
    Go to **Orders** in your dashboard and open the order you want to refund.
  </Step>

  <Step title="Choose Refund">
    Select **Refund** on the order.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Add a reason (optional)">
    Note why you're refunding. This is just for your own records and helps you spot patterns later.
  </Step>

  <Step title="Confirm">
    Confirm the refund. Crevio sends the money back to the customer's original card right away.
  </Step>
</Steps>

<Tip>
  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.
</Tip>

## 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.

## 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.

## 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.

<Note>
  Refunding a single payment of a [subscription](/features/subscriptions) does not cancel the subscription itself. If you want to stop future charges too, cancel the subscription as well.
</Note>

## 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.

## Related

<CardGroup cols={2}>
  <Card title="Orders" icon="receipt" href="/features/orders">
    See every sale, its status, and the customer behind it.
  </Card>

  <Card title="Subscriptions & recurring payments" icon="rotate" href="/features/subscriptions">
    Pause, resume, or cancel a customer's recurring billing.
  </Card>

  <Card title="Get help with an order (for customers)" icon="life-ring" href="/customers/get-help-with-an-order">
    A guide you can forward to a buyer who wants a refund.
  </Card>

  <Card title="Getting your money (payouts)" icon="money-bill" href="/features/payouts">
    Understand how refunds affect your balance and payouts.
  </Card>
</CardGroup>