On the odd occasion, a customer needs a refund after payment via Regulr. Here's how to process that refund.

Preparation - What you'll need

To process the refund you will ideally need the following:

  • The full amount of the transaction
  • The last 4 digits of their credit card

Other useful info but usually not required

  • Their name and email address used for Regulr
  • The date and time of the transaction

Let's refund this transaction

  • Log into your Stripe account
  • From the menu bar on the left, select Payments
  • Use the search bar at the top and type in the last 4 digits of the customer's card. You should be able to locate the transaction, based on approximate date and amount. (Note: ┬áThe time in stripe is based in UTC time - so 12 hours behind NZT and 10 behind AEST - give or take daylight savings)
  • In this case we can see the transaction for $4.50 on April 26th that appears on our management site under the customer's account
  • Press on the transaction to open it. Note the date is approximately 12 hours behind in this case - meaning it's the right one. Once you're happy to proceed - press the Refund button.
  • On the Refund Payment page you can adjust the refund (if it's only partial) and enter a reason if needed. Press refund to complete to process.
  • The payment will now show the refund has been processed. Note that it can take 5-10 days to get back to the card.

Here's Stripe's documentation on refunds, which may come in handy.

What if I get stuck?

If you cannot locate the transaction or unsure which is the right one, get in touch with our team using the support messenger and we'll assist.


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