Individual refund requests
Individual sellers cannot issue customer refunds themselves. You submit a request; Kordiva LLC reviews, approves and processes the refund as Merchant of Record. Clicking Request full refund sends the request for review and does not move money.
Request a full refund
Section titled “Request a full refund”- As the store owner, select your Individual store and open Payments → Individual transactions.
- Find the sale and click its order or reference link to open Transaction details. Confirm the customer payment, amount, currency and environment.
- Enter Reason for requesting a refund. Explain the issue and include relevant delivery or customer communication evidence through the approved support channel.
- Click Request full refund once. Refund request received for review confirms receipt of your request, not approval or a completed refund.
- Wait for Kordiva’s decision. If approved, check the confirmed customer-refund status separately from any recovery of seller funds or tax adjustment.
The request button is disabled when no reason is entered, while the request is processing, or after it has been received. If the form is unavailable, use Request refund / Contact Kordiva and provide the internal order reference. Buyers can also contact Kordiva directly about a refund.
This request form belongs to the implemented LIVE transaction view and requires owner access. TEST uses an isolated interface; its results do not execute a LIVE refund. LIVE availability still depends on separate activation.
| Request status | Meaning |
|---|---|
REQUESTED | Kordiva has received the request; no approval or refund is implied |
APPROVED | Kordiva approved the reviewed request; execution must still be confirmed |
DENIED | Kordiva declined the request after review |
COMPLETED | The controlled refund workflow has a recorded resolution; bank credit timing remains separate |
What Kordiva reviews
Section titled “What Kordiva reviews”Kordiva checks the original payment, customer rights, supporting evidence, tax adjustment and recovery of seller funds. Only an authorized Kordiva operator can approve and execute the refund. Seller access to a transaction, Checkout Link or API key does not grant that authority.
If proceeds are already in Express, Kordiva can recover eligible funds through a reversal of the related transfer. A shortfall requires explicit approval for Kordiva funding and seller debt. Recovery is not guaranteed, and incomplete seller recovery does not remove the buyer’s refund rights.
Full refunds and partial transfer reversals
Section titled “Full refunds and partial transfer reversals”The current controlled LIVE workflow supports approved full customer refunds. Arbitrary automatic LIVE partial customer refunds are unavailable. Kordiva may reverse part of a seller transfer to recover the reviewed amount; that is a separate operation and does not mean that the customer received a partial refund.
How fees are treated
Section titled “How fees are treated”| Item | Treatment after review |
|---|---|
| Percentage sale fee | Credited in proportion to confirmed refunded merchandise, with cumulative rounding |
| Fixed sale fee | Retention requires an explicit review and evidence of non-refundable external costs |
| Payout fee already charged | Retained; not automatically refunded |
| Original processing and FX costs | Not automatically returned; any provider credit requires confirmation |
| Buyer tax | Adjusted against the original transaction; an invoice credit note is linked to the existing refund where applicable |
For a full refund of $100 in Creator merchandise, the percentage-fee credit is $4.90. This does not promise a refund of every fixed, provider or payout cost. A filed or remitted tax period does not by itself prevent refund review.
If a request is delayed or fails
Section titled “If a request is delayed or fails”Check whether the request was received before submitting it again. Missing tax evidence, an open dispute, an uncertain transfer or a reconciliation issue can require further review. Send Kordiva the order reference and environment, without card details, bank details or credentials.
A lost dispute can already return money through the banking process. Kordiva must review that outcome before issuing any additional refund to avoid returning the same money twice.