Handling Refunds & Issues

Learn how failed payments are recorded, how to issue refunds through Stripe, and how chargebacks are managed.

Failed Payments

A payment fails when Stripe can't process the charge on the customer's card. Common reasons:

• Insufficient funds -- The card doesn't have enough balance to cover the purchase.
• Card declined -- The bank declined the transaction due to spending limits, geographic restrictions, or fraud detection.
• Expired card -- The card has passed its expiration date.
• Incorrect card details -- Wrong card number, expiration date, or CVC.
• Fraud prevention -- Stripe's fraud detection flagged and blocked the transaction.

What Happens When a Payment Fails

1. Order status -- The order appears in your Orders list with a payment status of Failed.
2. Customer notification -- The customer sees an error on the checkout page explaining what went wrong (e.g., "Your card was declined").
3. No fulfillment -- No product is delivered. The customer doesn't receive a download link or any product content.
4. No charge -- The customer's card isn't charged. They may see a temporary authorization hold, but their bank releases it within a few business days.

Failed orders require no action from you. The customer can retry checkout with a different card or after resolving the issue with their bank.

Pro Tip: If you notice a pattern of failed payments from different customers, it could indicate an issue with your Stripe configuration or checkout flow. Check your Stripe dashboard for detailed error information.

Processing Refunds

Refunds are processed through your Stripe Dashboard -- not through Leenkies. Stripe handles returning funds to the customer's original payment method.

How to Issue a Refund

1. Log in to your Stripe Dashboard at dashboard.stripe.com.
2. Navigate to the Payments section.
3. Find the payment you want to refund (search by amount, customer email, or date).
4. Click the payment to open its detail view.
5. Click Refund.
6. Choose a full refund or partial refund and enter the amount if partial.
7. Optionally add an internal note explaining the reason (not sent to the customer).
8. Confirm the refund.

Automatic Status Update in Leenkies

When you issue a refund in Stripe, a webhook automatically updates the order's payment status from Succeeded to Refunded in your Orders list -- typically within seconds. You don't need to update anything manually in Leenkies.

Pro Tip: Before issuing a refund, consider reaching out to the customer first. Sometimes they just need help accessing their download or have a question about the product. Resolving the issue may be better for both parties than a refund.

Disputed Charges (Chargebacks)

A chargeback occurs when a customer disputes a charge with their bank rather than requesting a refund from you directly.

How Disputes Are Handled

Chargebacks are managed entirely through Stripe. When a customer initiates a dispute:

1. Stripe notifies you via email and on your Stripe Dashboard.
2. You can submit evidence -- order confirmation emails, delivery receipts, download logs, or customer communication.
3. The customer's bank reviews evidence from both sides and makes a final decision.
4. Stripe handles all communication with the bank on your behalf.

Preventing Disputes

The best way to handle disputes is to prevent them:

• Clear product descriptions -- Accurately describe what the customer will receive. Misaligned expectations are the top cause of disputes.
• Prompt support -- Respond quickly. Customers are more likely to dispute when they feel ignored.
• Proactive refunds -- If a customer is unhappy, offer a refund. It's far better than a chargeback, which comes with additional Stripe fees.

Reaching Out to Customers

When you need to contact a customer about their order -- a failed payment, refund request, or product question -- you'll find their email in the order details.

From the Orders page:

1. Find the order by searching for the customer's email or browsing the list.
2. Click the order to view its details -- the customer's email is right there.
3. Use your own email client to reach out directly.

Pro Tip: When contacting a customer about an order issue, mention the specific product name and purchase date. This helps them immediately identify the transaction, especially if they've made multiple purchases.