WWooshPayment docs
Operations

Managing refunds

How to refund an order. Full refunds available today, partial refunds and dispute UI on the roadmap.

3 min read

For the full procedure with all details (Whop, Shopify sync, COD), see also Refund flow.

WooshPayment supports full refunds directly from the merchant dashboard. Partial refunds and dispute management with a dedicated UI are on the roadmap.

Full refund

  1. Dashboard → Orders → select order
  2. Click "Refund"
  3. Confirm the prompt (the action is not reversible)

What happens:

  1. WooshPayment calls Whop refundPayment for the full amount
  2. If Whop returns 200 → the session moves to REFUNDED in DB
  3. Fire-and-forget: we call Shopify to cancel the order (reason: customer, refund: false because Whop already refunded)
  4. The customer receives the credit on their card in 2-7 business days

Partial refund

Q3 roadmap. The UI for partial refunds is not exposed. The backend supports optional amount but there's no merchant form yet. If you need it now, write to us.

When you CAN'T refund

  • Order in PENDING_PAYMENT (e.g. COD not yet confirmed): there's no Whop transaction to refund. Handle it manually on your store backend.
  • Order paid >60 days ago: Whop may reject it. Workaround: manual SEPA bank transfer from your account.
  • Whop on hold: resolve the Whop block first.
  • Customer canceled the card: the Whop refund fails; refund using a manual method.

Refund fees

  • Whop fee (5% + $0.30): not returned after refund (net loss on that)
  • WooshPayment fee: 0% during beta, nothing to refund
  • Currency conversion: if you sold in EUR but were invoiced in USD via Whop, there's an FX variation

Chargeback (dispute)

A chargeback happens when the customer disputes the charge directly with their bank, without asking you for a refund.

Today

Dispute management (uploading evidence, narratives, outcome) happens on your Whop dashboard, not on WooshPayment:

  1. Whop notifies you via email "Disputed Charge"
  2. You have 7 days to provide evidence
  3. Upload to Whop Disputes (tracking, customer email, screenshot, photos)
  4. Card network decision in 30-90 days

Roadmap

Dispute UI integrated in WooshPayment with visible timeline and "Submit evidence" button. In progress.

Best practice

  • Always ship with tracking
  • Keep customer email within WooshPayment / Shopify
  • Document everything for 6 months minimum
  • Reply promptly: an ignored chargeback is automatically lost

Refund from Shopify/WooCommerce dashboard

Don't do it from there. If you refund directly via Shopify Admin:

  • Shopify marks the order refunded
  • But the Whop payment is NOT refunded → customer doesn't get their money → complaint

ALWAYS use the WooshPayment dashboard to refund. We sync the store automatically.

Bulk refund (batch)

Roadmap. Today you go one order at a time.

Audit log

Every refund executed by super admin is logged. For refunds executed by the merchant from their own dashboard, there is no exportable audit log today. Roadmap (Scale plan).

FAQ

Customer asks for a refund but I don't recognize the order

Search by email in Dashboard → Orders → Filter. If you find multiple orders for that email, ask the customer for the order ID or purchase time.

Customer wants a product exchange, not a refund

Workaround: full refund + send them a coupon of equivalent value via your discount system. They re-order with the coupon. Product exchange as a single operation is not yet supported.

Can I deny a refund?

Yes, just don't click "Refund". WooshPayment doesn't refund anything automatically. The customer can escalate to chargeback (see above).

Next steps