Refund Processing
A refund is when a seller proactively returns funds to the buyer's original payment method. Within Kanorio, you can initiate a full or partial refund from the order details; the system will process the refund according to the order's payment gateway rules and update the order status.
Refunds and "revoking digital content access" are two separate actions. After a refund, the buyer does not automatically lose content access. You should decide whether to revoke access based on your own refund policy.
Order Conditions for Refunds
Typically, all of the following must be met:
- You are the website owner or an administrator.
- The order status is "Paid" or "Partially Refunded".
- The order still has a refundable balance.
- The refund period for the payment method has not expired.
Free plans do not involve actual payment transactions, so refunds cannot be processed.
Initiating a Refund in the Backend
- Navigate to "Store → Transactions".
- Select the order to process and open its details.
- In the refund section, confirm the refundable amount.
- Choose to refund in full, or enter the partial amount to be returned.
- Select a refund reason; if you choose "Other," please provide an explanation.
- Submit after confirming the amount and details.
After submitting the refund, check the order details for the refund record and the latest status. The time it takes for the buyer to actually receive the funds will vary depending on the payment method, issuing bank, or payment gateway's processing time.
Full vs. Partial Refunds
| Type | Suitable Situations | Result |
|---|---|---|
| Full Refund | Product undeliverable, duplicate charge, or cancellation of the entire order | The order will be marked as refunded after the refund is completed |
| Partial Refund | Missing part of the content, discount, or compensation | The order remains trackable and the status will show as partially refunded |
You can perform multiple partial refunds as long as there is a refundable balance, but be sure to clearly record the reason each time to avoid over-refunding.
Refund Notes for Different Payment Gateways
Stripe Connect
Kanorio will send the refund request to Stripe. For actual refund timelines, refundable amounts, and payment processing fees, please refer to the order details and Stripe's processing results. For more Stripe information, read: Accepting Payments with Stripe Connect.
PAYUNi Unified Payment Gateway
Kanorio will send the refund request to PAYUNi. Credit card installment orders can only be fully refunded according to PAYUNi's restrictions; partial refunds are not possible. For more PAYUNi information, read: Accepting Payments with PAYUNi.
LINE Pay
Kanorio's direct LINE Pay integration is not yet available, so there is currently no operational direct LINE Pay refund process. If the buyer paid via PAYUNi, please handle the refund according to the rules for that PAYUNi order.
After Refund, Should Content Access Be Revoked?
If a full refund has been issued and your refund policy states that content access will be revoked, enable "Revoke Buyer Access" for that order. After revocation, the buyer will not be able to access the content from "My Purchases."
If it's a partial refund, a compensatory refund, or you wish for the buyer to retain access, revocation is not necessary. Clearly state your policy on your sales page and in your refund rules.
Are Fees Refunded?
The refund amount the buyer receives is subject to the refundable balance shown on the order screen and the payment service's rules. Kanorio's platform fees and payment service processing fees may have different refund policies. Do not estimate by subtracting a percentage from the product price; confirm the order details before submitting.
Frequently Asked Questions
It is recommended to initiate refunds from the Kanorio order details to ensure consistency in order records, refund history, and buyer access status. If the payment gateway requires you to handle a special case, please retain relevant records and consult with customer support.
Possible reasons include: the order has not been paid, it has already been fully refunded, there is no refundable balance, the refund period has expired, or your account is not the website owner/administrator.
A successful refund submission does not mean immediate bank crediting. The actual time depends on the payment tool, issuing bank, or payment gateway. Please advise the buyer to check their transaction history with the original payment method.
Yes, unless you separately revoke content access for that order. Refunds and access rights are set independently.
Generally, no. Please double-check the refund amount, reason, and whether to revoke access before submitting.