Customer resolution

Refunds and Disputes

Submit the order reference and purchase contact. A request never moves money by itself; support reviews it, and verified Stripe events update the final status.

Before Work Starts

If payment is not verified, the order remains payment_pending or needs_review. If payment was sent incorrectly, contact support with the order reference and provider receipt.

After Work Starts

Once intake is accepted and fulfillment work begins, refunds are reviewed case by case. Completed delivery is recorded with private evidence and redacted ledger notes.

Wrong Amount or Duplicate Payment

Wrong-amount and duplicate-payment cases are marked needs_review until the provider record is checked. Any refund or correction must be explicitly confirmed and performed inside the payment provider.

How the refund is completed

Support reviews the request, delivery state, prior refunds and remaining refundable amount. An authorised operator must confirm the exact full or partial refund. Stripe sends the result back by a signed webhook, and the order and product access are updated from that verified event.