Processing Refunds Processing Refunds

Processing Refunds

You may refund a viewer for several reasons. All refunds will be processed in either Stripe or Braintree. Below you'll find information on how to process refunds in each platform.  


You can issue refunds at any time by looking up the charge in your dashboard and issue the refund there. Depending on your customer’s bank, he or she will see the refund show up anywhere between 5-10 business days later.

To refund a charge from the dashboard, you can either click the ••• icon to the right of the charge in the payments overview page and click Refund Payment, or go to the specific charge page and click the Refund Payment button in the upper right.

Refunds can be whole or partial – that is, you can refund any amount up to the original amount of the charge.

Visit Stipe if you would like more information on processing refunds.


Credit card transactions can be refunded at any time, as long as the associated card is still active; PayPal transactions can only be refunded within 180 days of receiving payment.

A refunded transaction goes through the typical settlement process; as soon as the refund settles, the funds are sent back to the customer’s bank account. The customer's bank may take a couple of days to deposit these funds, so it is normal for your customer to experience a small delay.

Follow the steps below to issue a refund within the Control Panel.

  • Log into the Control Panel
  • Search for the original transaction
  • On the Transaction Details page, click Refund
  • Adjust the amount you wish to refund your customer (if needed) and click Refund

Visit Braintree for more information about processing refunds.


Using this processor, an unsettled transaction can be voided—stopping the transaction from processing and removing it from the customer's account. Once a transaction has been settled it can only be refunded. Because payment gateways have different processing times for settling transactions, Recurly will automatically attempt a void before processing a refund. Partial refunds can only be issued on a settled transaction, so please wait 24 hours after an initial transaction has processed before attempting a partial refund.

A voided transaction will typically disappear from a customer's credit/debit account statement within 24 hours, while a refund may take 3 to 5 business days to appear on a customer's credit/debit account statement.

A refund will always be issued to the card (or bank account for ACH) used on the original payment.

Please visit Recurly to learn more about how to process refunds/voids.


If a subscriber cancels...

In both Braintree and Stripe, a subscription continues to be billed until it’s canceled.

If a subscriber cancels, the cancellation takes effect immediately. 

If the subscriber has paid for the entire billing period and the subscription was canceled part-way through the period, the customer is not credited a refund automatically.