Refunds and chargebacks

Both happen at Stripe rather than in Kalepio. Kalepio reflects them.

Refunding

A refund is issued from your Stripe dashboard. There is no refund button in Kalepio, and that is deliberate: it is your money, on your account, and the decision belongs where you can see all your movements.

Once the refund is recorded, the payment line turns to refunded on the order, and the amount that came back is shown.

What it changes on the order

One thing, and it is worth knowing before it happens.

A full refund closes the delivery that money had opened, if it was set to "when the payment arrives".

What closes nothing:

• a partial refund;
• a chargeback, for as long as it is undecided;
• a delivery opened when you said so. You opened it yourself, and a Stripe event does not overrule that.

And whatever has already been downloaded is gone. Closing a delivery stops the next access.

Chargebacks

A chargeback is a client disputing the payment with their bank. There is a deadline to respond to and evidence to provide.

Kalepio shows it on the order so you know which job it concerns, and does nothing else. It closes no delivery: at that stage it is a claim nobody has decided.

It is all handled at Stripe. Stripe writes to you the moment the chargeback opens, with the deadline and the buttons to respond. That e-mail is the one to follow, which is why Kalepio does not send you a second: two notifications for one event, only one of which lets you act, is one notification too many.

What Kalepio gives you to defend yourself

The order holds most of what anybody asks for as evidence: what the client asked for, in their own words and dated, what they signed off, the whole conversation, and what you delivered, with dates.

It is a secondary use of the product, but a real one: a job run entirely through Kalepio documents itself.