Refunds

This guide covers Business Commerce for registered businesses and sole traders. Individual sellers use the separate Kordiva-approved refund request process.

The current Business order interface offers a full-order refund. It does not provide an arbitrary partial-amount selector.

Review and refund an order

1. Select the Business store and open Orders.
2. Find the paid order. Confirm the customer, order reference, total, currency and reason for the refund.
3. Open the order’s actions menu and choose Issue refund. Review the order, customer, Refund amount and displayed refund window in the confirmation dialog.
4. Choose Close to leave without refunding. Choose Confirm refund only when you intend to execute the real refund in the selected environment.
5. Check the resulting payment and order status. An initiated refund is not proof that the customer’s bank has credited the money.

The interface applies a 14-day window from recorded delivery, where a delivery date exists. Outside that window it displays Refund unavailable (14-day limit). This software control is not a complete statement of customer rights; contact Kordiva when a case requires further review.

What can prevent execution?

The order must be paid and not already refunded. Dispute-risk restrictions, insufficient recoverable connected-account balance or an applicable reserve restriction can also block the operation. Contact support with the order reference and displayed error; do not repeat an uncertain refund or create a manual workaround.

Effect on seller funds

The refund is created against the original platform payment. Recovery of funds already transferred depends on the payment flow; the system handles the related transfer recovery. Do not initiate an additional reversal yourself.

A refund can reduce available proceeds and payout eligibility. Review actual payment, fee and recovery records rather than assuming that every original cost is refunded.

Keep the supporting records

Keep the refund reason, customer communication and relevant return or delivery evidence. Share only the information needed for review. Refund arrival depends on the provider, card network and customer’s bank.

Related guides

Business payments and payouts · Business disputes · Individual refund requests

Custom Business integrations

The registered Business merchant remains the legal seller. Kordiva supplies payment/commerce infrastructure and the supported guarded refund flow described above. A payment.refunded Business event reports canonical refund state; it does not initiate a refund or promise bank-credit timing. SDK 0.1.3 has no refund mutation. Individual MoR is a separate Kordiva-controlled request/review model.