How do refunds work?
Processing Refunds
Via Preppable Dashboard
Navigate to Customers → Find subscriber
View subscription details
Click "Issue Refund"
Select full or partial amount
Confirm refund
Via Stripe Dashboard
Log in to Stripe Dashboard
Go to Payments
Find the charge
Click "Refund"
Enter amount and confirm
Refund Timeline
Credit/Debit Cards: 5-10 business days
Bank Transfers: 5-10 business days
Wallets (Apple Pay, Google Pay): 1-3 days
Platform Fee Refunds
When you issue a refund:
Platform fee is automatically refunded to you
Stripe processing fee is not refunded (Stripe policy)
Example
Original Charge: $100
Platform fee paid: $4.50
Stripe fee paid: $3.20
You received: $92.30
After Full Refund:
Customer gets back: $100
You get back platform fee: $4.50
You lose: $3.20 (Stripe fee non-refundable)
Net cost to you: $3.20
Partial Refunds
Refund only a portion of the charge:
Specify amount in refund dialog
Platform fee refunded proportionally
Stripe fee remains non-refundable
Example: $50 partial refund on $100 charge
Customer gets: $50
Platform fee refund: $2.25 (half of $4.50)
Net cost to you: $51.60
Best Practices
Process refunds within 24-48 hours of request
Document reason for refund in notes
Consider partial refunds for partial service
Proactive refunds prevent chargebacks
See Handling Payment Disputes for more.