Manage Payments, issue refunds, and respond to disputes

Every purchase or booking paid on your site is recorded in Sales → Payments as soon as Stripe confirms the charge (or immediately for free offers). From here you can view receipts, export your accounting records, refund payments, and respond to disputed charges.

Check your payment history in Sales → Payments and filter by status, date, or offer

In Sales → Payments, you have a chronological table of all your transactions:

• Quick search: Search by the buyer’s name, email address, or offer title.
• Filters: Click Filters and sorting to narrow results by Period (All time, Last 7 days, Last 30 days, Last 90 days) or by a specific Offer.
• Export to Excel / Google Sheets: Click Export CSV to download payments.csv. Amounts and refunds come in clean numeric columns (without currency symbols attached) alongside the variant, quantity, coupon, fulfillment status, full shipping address, carrier, tracking number, and reference ID so you can sum them directly in your spreadsheet.

What the payment details include (buyer info, price breakdown, coupon applied, taxes, shipping, and history)

Clicking any row in the list opens Payment details, organized into up to two tabs (Purchase and, for physical products, Shipping):

• Status and amount: Shows whether the payment is Paid, Free, Partly refunded, Refunded, or Disputed, along with any amount already refunded.
• Items and breakdown: Lists the offer (or all items if the customer bought using the Cart), selected variants, applied Taxes, and—if a promo code was used—which Coupon was applied and how much it saved.
• Subscription (when applicable): Shows which charge number this is within the subscription (Charge X of Y), when they became a customer (Customer since), and the total amount charged to date (Charged in total).
• Customer and history: Includes the buyer’s name and email with a direct link to their record in Contacts, the View receipt button, and the History timeline (when it was paid, which automatic emails were sent, who marked it shipped, or whether a refunded unit went back into stock).

How to refund a payment (full or partial refund) from véltica

If you need to cancel an order and return the money to your customer, you do not have to leave véltica:

1. Go to Sales → Payments and click the sale you want to refund.
2. In the payment details dialog, click View more details (or View more details in Stripe). Stripe’s secure embedded payment panel will open right there.
3. Click the refund option, choose whether to issue a full refund or type a smaller amount for a partial refund, select a reason, and confirm.

Once the refund goes through:

• The payment status automatically updates to Refunded or Partly refunded.
• véltica emails a refund confirmation to the buyer.
• If it was a physical product refunded in full and you have Restock on refund enabled under Sales → Shipping → Settings, the unit is automatically added back to your stock.

What a dispute (chargeback) is, how urgent deadline alerts work, and how to respond with evidence

A dispute (or chargeback) happens when a buyer challenges a charge directly with their card-issuing bank (for example, claiming they do not recognize the purchase or did not receive the item). When that happens, the bank holds the disputed amount and opens a strict deadline for you to respond.

Important: If nobody responds to a dispute before the deadline, the bank automatically rules in the buyer’s favor and the money is lost without anyone reviewing the case.

That is why véltica alerts you the moment a dispute comes in:

1. Urgent alert banner: A prominent banner appears at the top of your dashboard showing the disputed amount and how many days are left to respond (1 day left to respond, The deadline is today, etc.).
2. Direct response with evidence: Open the payment marked Disputed in Sales → Payments and click Respond to the dispute.
3. Stripe’s official dispute form will open inside your dashboard so you can upload proof of delivery (carrier tracking number and delivery confirmation, download logs, customer messages, or acceptance of your store policies).
4. Once you submit your response, the payment moves to Under review (Dispute under review). From that point on, the buyer’s bank makes the final decision, which usually takes a few weeks.