How to Process Customer Refunds in Onespot Payments

🔁 How to Issue a Refund

Go to All Members via the lightning bolt ⚡.
Search for the customer’s name.
Click View in Stripe to open their Stripe customer profile.
In the customer’s Stripe dashboard, locate the transaction you want to refund.
Click the ••• (three dots) next to the payment and choose Refund payment.
Choose the amount to refund (full or partial).
Select a reason (e.g., "Requested by customer"). If you select Other, provide an explanation.
Click Refund to complete the transaction.

📌 Important Notes:

Refunds take 5-10 days to appear on a customer's statement. Stripe's fees for the original payment won't be returned.
You can only refund payments that are not under dispute.
Customers must already be in Stripe with a previous transaction.
If a customer pays an invoice using a bank method (like ACH, SEPA, PAD, or Bacs) and the payment status shows "pending", you cannot issue a refund until the payment fully clears and becomes "succeeded" or "paid."

⌛When Can You Refund a Bank Payment?

Payment Method“Pending” Duration: When Refunds Are Allowed ACH Debit (US)~4–5 business days After payment clears (status: succeeded )SEPA (EU)~5–6 business days After payment clears PAD (Canada)~3–5 business days After payment clears Bacs (UK)~3 business daysAfter payment clears

🛑While the payment is still pending, Stripe will not let you refund it — because the money hasn’t actually settled yet.

🧾Stripe Invoice Statuses You Might See:

pending – Payment initiated, not yet confirmed by the bank
processing – In motion but not cleared
succeeded or paid – ✅ Funds cleared → now you can refund
failed – Bank rejected the payment → No refund needed

✅Best Practice

If a customer asks for a refund while the payment is still pending, it’s safest to:

Wait until the payment clears (usually within 5 business days)
Then issue the refund normally via the Dashboard

⚠️Refunding too early isn’t possible — and can create issues if the payment ends up failing.

📚 Additional Stripe Resources

Important Note: If you don’t see “View in Stripe”

If you’re not using Onespot Billing (and are only using self-checkout payments), this option won’t appear because customer payment profiles aren’t stored in the app.

To process a refund:

Go directly to your Stripe dashboard
Search for the customer
Open the payment
Issue the refund from there

Once you’re in Stripe, you can follow the same refund steps in this guide.