Refund a payment

Web Owner · Admin

Steps

Find the payment

Billing → Payments, or open the member’s record and find it in their payment history.

Click Refund

Choose the amount

Full or partial. Partial refunds are useful for prorating a mid-cycle cancellation.

Add a reason

Recorded on the payment for your own records and reporting.

Confirm

Timing

The refund leaves your Stripe balance immediately. It typically appears on the member’s statement in 5–10 business days, depending on their bank — that’s the bank’s timeline, not something Avex or Stripe controls.

Tell the member this up front. “It’s already sent, your bank takes about a week” prevents a second complaint.

Store order refunds

Store orders refund from the order itself: Store → Sales → open the order → Refund. Full or partial, with a reason.

Notes

Refunding does not cancel a subscription. If they’re leaving, cancel separately.
Refunds can’t be undone. To reverse one, charge them again.
Refunded amounts show in financial reporting so your revenue numbers stay accurate.