Handle refunds and disputes

Start from the original payment

1. Find the payment or invoice and verify the customer's order and request.
2. Review prior refunds, pending requests, disputes and the remaining refundable amount.
3. For eligible supported card or bank payments, use the authorized refund controls or ask your account owner to act.
4. Check the refund's own status. A submitted request is not the same as a completed refund.
5. Communicate the confirmed outcome and any next step to the customer.

Supported card and bank refunds

The current refund workflow supports full or partial returns for eligible verified payments through the configured Stripe processing connection, including supported subscription renewals. A refund returns to the original payment method.

If the outcome is pending or unknown, continue with the same refund record. Do not create a second request to replace an uncertain one. Contact Arcana if the status needs reconciliation. A refund can change state after its initial response; use its latest recorded status.

Other payment routes

Crypto, Zelle, manually recorded and unmapped historical payments may need a separate reviewed return process. Do not assume the automated card-refund controls apply to them. A confirmed blockchain transfer cannot simply be reversed; coordinate the appropriate return with Arcana and the customer.

When a dispute appears

Review the dispute record and any processor notices promptly. Gather the order, customer communications, delivery or service evidence and the policy accepted at purchase. Follow the response process and deadline shown for that case.

Contact Arcana with the payment and dispute identifiers if you need help understanding the record. No payment method or processor eliminates chargebacks, account reviews or the possibility of holds.

Fees and customer policy

Your business's published refund, return and cancellation policy governs the commercial request, subject to applicable requirements. Processor fees, credits and settlement adjustments depend on the account and verified payment records; confirm the terms with Arcana. This operating guide does not replace the agreement for your account.