Refunds
How to issue refunds directly, handle customer refund requests and enquiries, and what can and can't be refunded.
Issuing a refund directly
You can initiate a refund on any completed payment from its transaction detail page.
Go to Transactions
Find the payment you want to refund. Use search or filters if needed.
Open the transaction
Click the row to open the payment detail page.
Click "Issue refund"
The refund form shows the customer's total payment, the non-refundable fee component, and the maximum refundable amount.
Enter the refund amount
Enter the amount in dollars (e.g. 15.00). Must be at least $0.01 and cannot exceed the refundable balance.
Add a reason
Enter a reason for the refund — this is stored on your record. Required.
Tick the acknowledgement checkbox
Confirm you understand the refund is being processed.
Submit
Manuka Pay processes the refund through Stripe immediately. The refund appears in your transaction history and the customer receives the funds within 5–10 business days.
Eligible statuses: You can only refund payments with a status of Succeeded, Paid, Completed, or Refunded (partially). Failed, Abandoned, and Cancelled payments cannot be refunded as no money was collected.
What is and isn't refundable
✓ Refundable
- The base payment amount (what the customer paid for)
- Partial amounts (down to $0.01)
✗ Non-refundable
- Manuka Pay service fee
- Card processing fees (Stripe's current policy)
- Amounts already refunded
Fees included mode: If your pricing mode is "Fees included", the fee component is embedded in the customer's listed price. The refundable amount is the base amount minus that embedded fee. The fee portion cannot be refunded.
Handling customer refund requests
When a customer submits a refund request through your payment page, it appears in your dashboard under Refund Requests.
Pending tab
Requests awaiting your action. Open a request to see the customer's reason and the requested amount.
History tab
All processed requests — approved, declined, or in progress.
From a request detail page you can:
Approve
Marks the request as approved. Manuka Pay then processes the refund to the customer via Stripe.
Decline
Marks the request as declined. No refund is processed. The customer is not automatically notified — contact them directly if appropriate.
Handling refund enquiries
A refund enquiry is different from a refund request — it's when a customer asks a question about their payment or a possible refund via your payment page's contact option, before a formal request is raised.
Enquiries appear under Refund Enquiries in the sidebar. From an enquiry detail page you can:
Approve and refund immediately
If you're satisfied the refund is warranted, click Approve. Manuka Pay generates a unique idempotency key and processes the refund through Stripe immediately. You'll see the outcome on the screen. Failed attempts can be retried — each attempt is tracked separately to prevent duplicates.
Decline
Marks the enquiry as rejected. No refund is processed.
Once you have approved or declined an enquiry (or request), you cannot change the decision. Contact support if you need to reverse an incorrect action.