How do I issue refunds?

If you've been charged by paddle.net and would like to request a refund, please click here.

If you are a Paddle seller

If you sell with Paddle, please follow the instructions in the section below to initiate a refund on behalf of your customer.

You can issue a full or partial refund on any order.

To issue a refund, follow the steps below;

• Visit the Transactions page in your Paddle dashboard.
• Lookup or select the order you wish to refund and open the order details page.
• In the top-right-hand corner of the page select the “Refund” button.
• An overlay will appear on the screen requesting whether you’d like to offer a full refund or partial refund and a field to enter the refund reason. This reason will be included in our refund webhooks here for Paddle Billing, and the Subscription Payment Refunded or Payment Refunded alerts on Paddle Classic.

Card refunds typically take 3-5 working days to be credited back into the customer’s account.

PayPal refunds typically re-appear in a customer’s account within 48 hours of requesting the refund.

Credit balances and refunds (Paddle Billing)

If a refund is issued for a transaction that created a customer credit balance (for example, from a prorated subscription change), Paddle Billing will automatically reduce that credit balance as part of the refund. This includes partial/proportional refunds.

In the dashboard, you may still see the original “credit issued” on the transaction where the credit was first created. This is expected. That transaction view is a historical record and won’t change after a later refund. Credit balances aren’t currently visible in the dashboard or customer portal. To view a customer’s current credit balance, use the 'Get customer credit balances' API.

Limitations

Some payment methods impose limits on what transactions you can refund. For example, card payments can only be refunded on transactions less than 120 days old, and PayPal payments if it is less than 179 days old.

If you are unable to refund a particular order or have questions about the above, don’t hesitate to get in touch with the Paddle team here.