How refunds work
Send a refund, check its progress, and help a customer who has not received their money.
Chris Luke
3 min read
You can return all or part of a captured payment. The refund comes from your business’s Stripe balance and goes back to the customer’s original payment method.
Send a refund for a paid booking
- Choose your business and open Earnings → Transactions.
- Open the transaction to view its booking and Payment info.
- Choose Send a refund.
- Enter the Amount. The form shows the maximum amount still available to refund.
- Enter a Reason explaining the refund. The customer will see this message.
- Choose Review refund.
- Check the amount and reason on Approve refund, then choose Approve and send refund.
The review step prepares the request. Money is returned only after an authorized person approves it. Approval requests expire after 10 minutes; if yours expires, prepare a new request and review it again.
An assistant can prepare a refund request, but you must complete its approval in the authenticated dashboard.
Full and partial refunds
A full refund returns the amount that remains refundable. A partial refund returns the amount you enter.
You can make more than one partial refund, but their combined total cannot exceed the amount captured. Amounts already refunded or committed to a refund in progress are unavailable for another refund.
For example, after refunding $30 of a $100 captured payment, up to $70 remains refundable, provided no other refund is in progress.
Canceling or declining a paid booking
When your business cancels or declines a paid booking, the remaining captured payment must be refunded in full. The dashboard asks you to approve that refund as part of the action.
A customer’s cancellation does not, by itself, issue a refund. Review the payment and use the business refund process where a refund is due.
Krabiclaw also initiates a full refund when a payment arrives after its booking hold has expired or the paid booking cannot be fulfilled.
Check a refund’s status
Open the booking’s Payment info for the refunded amount, refund progress and your reason. The business can also review Earnings → Refunds and disputes.
- Requested: The refund request is being submitted.
- On its way: Processing is pending.
- Refunded / Refund sent: Stripe reports the refund as successful.
- Needs attention: Additional action is required.
- Failed / Cancelled: The refund did not complete.
A card refund can remain pending if the available Stripe balance is insufficient. Check Stripe for its current status and any action needed before trying to issue another refund.
When the customer receives the money
Card refunds generally appear within 5–10 business days, depending on the bank. An early refund may instead remove the original charge from the statement.
Changing a saved card does not change the refund destination. For an expired or replaced card, the card issuer usually routes the refund to the replacement or arranges another return method.
If the customer cannot find a completed refund, ask them to check with their bank. If a refund fails, review the failure in Stripe and contact Krabiclaw support with the payment details.
What happens to fees
KrabiClaw Payments fees aren’t returned after a refund or dispute. Captured payment volume remains billable. Stripe’s original processing fees are not returned; actual provider costs and corrections are reflected in Payments billing.
Related: Fees and invoices · Disputes