Processing Refunds
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 distinct operations. After a refund, the buyer does not automatically lose content access. You must 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 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 the full amount or enter the partial amount to be returned.
- Select a refund reason; if you choose "Other," please provide an explanation.
- Review the amount and details, then submit.
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 processing time.
Full vs. Partial Refunds
| Type | Suitable Situations | Result |
|---|---|---|
| Full Refund | Undeliverable goods, duplicate charges, or cancellation of the entire order | The order will be marked as refunded after the refund is completed |
| Partial Refund | Missing items, discounts, or compensation | The order remains trackable with a status of "Partially Refunded" |
You can issue multiple partial refunds as long as there is a refundable balance. Be sure to clearly document the reason for each to avoid over-refunding.
Refund Notes for Different Payment Gateways
Stripe Connect
Kanorio will send refund requests 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 refund requests to PAYUNi. Credit card installment orders are limited by PAYUNi to full refunds only; partial refunds are not permitted. For more PAYUNi information, read: Accepting Payments with PAYUNi.
LINE Pay
You can initiate full or partial refunds for LINE Pay orders through the Kanorio backend. Refunds are possible within 60 days of payment; for overdue refunds, please arrange privately with the buyer. For full refunds, LINE Pay typically does not charge an additional fee. For more information, read: Accepting Payments with LINE Pay.
After Refund, Should Content Access Be Revoked?
If a buyer has received a full refund and your policy is to no longer provide content access, 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 content 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 displayed on the order screen and the payment service's rules. Kanorio platform fees and payment service processing fees may have different refund policies. Do not estimate by subtracting percentages from the item price; confirm the details in the order before submitting.
Frequently Asked Questions
It is recommended to initiate refunds from the Kanorio order details to maintain consistency in order, refund records, and buyer access status. If the payment gateway requires you to handle a special case, please retain relevant records and confirm 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.
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.