A professional refund process begins with the correct order record, a clear decision and an honest timeline. Selstack keeps the payment context attached to the order so merchants can act without reconstructing the sale from chat history.
Verify the order and policy
Open the order, confirm the customer, amount, currency, status and fulfilment history. Apply the terms presented before purchase and any legal obligations that apply.
Communicate the decision plainly
Tell the customer whether the refund is approved, partial or declined and explain the relevant reason without blaming the payment provider.
Use the authorised refund action
Issue the refund from the appropriate Selstack or gateway flow. Do not send money to a different account supplied in a message unless an approved support process verifies the change.
Record and learn from the outcome
Keep the order and refund reference, update fulfilment, and look for repeated causes such as unclear descriptions or missed delivery dates.
Review How to Handle Refunds Professionally before publishing
Verify identity, order, amount, currency, policy and authorised destination before refunding.
Avoid this: Never refund twice because a customer sends repeated messages or use an unrelated transfer to bypass the recorded order.