Refunds and cancellations: how it works per payment method
One-click Stripe refunds, marking refunds on other methods, buyer cancellation requests, Israeli and EU law, and chargebacks.
The principle: you are the seller, so refunds and cancellations run with you, under your policy and the law that applies to you. The money never passes through MyVisito, so we cannot issue, process or force a refund. Here is how a refund actually happens, per method.
Refunding a Stripe sale
On the Orders screen, on a paid order, click the refund button. The refund runs through Stripe from your account, the full amount returns to the buyer, and the order is marked Refunded. You can also refund directly from your Stripe dashboard, and the order here updates accordingly. The buyer gets an email notice of the refund.
Refunding on every other method (Israeli billing, PayPal, links, direct)
The money sits in your account at the provider, so you return it there: in your billing company's dashboard, in your PayPal account, by transferring back, and so on. After you have actually refunded, mark the order Refunded on the Orders screen so records stay clean and the buyer is notified.
Important: marking here is bookkeeping only. It moves no money, because the money is not with us.
What the buyer sees
Every buyer's personal order page has a button to request a cancellation or refund, which opens a message directly to you. Respond fast: most disputes resolve in one conversation.
The law that applies to you
Your refund policy is subject to consumer protection law wherever you sell. Two common examples:
- Israel: consumers have statutory cancellation rights under the Consumer Protection Law and the cancellation regulations, including distance selling.
- The EU and the UK: consumers generally have a 14-day withdrawal right for distance purchases, with exceptions for digital content delivered immediately with consent.
Complying with those laws, and publishing your own cancellation and refund policy, is your responsibility. A good place for it is the product description or your page.
Chargebacks
When a buyer goes to their card company instead of you, the process runs in your payment account (Stripe, your billing company or PayPal) under the provider's rules. MyVisito is not a party to it. Clean delivery records help a lot in these processes.
Keep reading
- Responsibility boundaries
- MyVisito's own Cancellation and Refund Policy (about MyVisito subscriptions, with background on purchases from sellers)