Refunds and disputes
How to refund a fan, what happens to their access, and how to answer a dispute.
Written By AloPortal
Last updated About 2 hours ago
Every sale is yours, so refunds and disputes are yours to handle too. Here's how to refund a fan, what happens to their access, and what to do if a fan asks their bank to reverse a payment.
✨ Quick answer: sales aren't refunded by default. To refund one, open Payouts → Transactions, click the payment and choose Refund. Disputes are answered from the same place.
🛠️ Refund a payment
Open Transactions
On the Creator side (the Creator / Member switch is at the bottom of the left sidebar), click Payouts in the sidebar, then the Transactions tab. On a phone, tap the menu at the top-left first.
Click the payment
Click the payment you want to refund.
Choose Refund
Choose Refund. Leave the full amount, or enter a smaller amount for a partial refund.
Confirm
Confirm. The money goes back to the card or wallet the fan paid with.
Refunds come out of your available Stripe balance. If your balance is too low, Stripe waits until enough sales come in to send it.
🔒 What happens to access
✅ Good to know: when you block a member, they automatically get back the unused part of their current period. You don't need to refund it yourself.
💳 Fees on a refund
The fan gets back the amount you refund.
Stripe doesn't return its processing fee on a refund, and AloPortal's platform fee isn't returned either.
If the sale came through one of your affiliates, their commission is reversed and comes back to you.
⚖️ Disputes (chargebacks)
A dispute is when a fan asks their bank to reverse a payment. The bank decides the outcome, not you, Stripe or AloPortal.
While it's open, Stripe takes the disputed amount from your balance. You get it back if you win.
Stripe charges its dispute fee to your Stripe account, at the rate Stripe sets for your account. AloPortal doesn't pay, refund or add to it.
AloPortal's platform fee on the sale isn't returned.
One-time purchases lose access while the money is held, and get it back if you win. A membership keeps running unless you or the fan end it.
🛠️ Answer a dispute
Find the dispute banner
Look for the dispute banner at the top of Payouts. Stripe emails you as well.
Open the disputed payment
Open Payouts → Transactions and click the disputed payment.
Review the draft response
We save a draft response for you, with a record of what the fan bought and opened, and any terms they accepted at checkout. Review it and add anything else you have, like messages with the fan.
Submit before the deadline
Submit before the deadline Stripe shows. You can only submit once.
⚠️ Heads up: some disputes start as an inquiry, where the bank only asks for details. Answer it quickly. An inquiry settled with a good answer or a full refund doesn't become a dispute or carry a dispute fee.
❓ Questions
Do I have to give refunds?
Do I have to give refunds?
Sales aren't refunded by default, and cancelled memberships run to the end of the period the fan paid for. Refunds are your choice, except the automatic refund of unused time when you block a member.
Can I refund just part of a payment?
Can I refund just part of a payment?
Yes. Enter a smaller amount when you refund. Keep in mind that any refund of a one-time purchase ends the fan's access to it.
How do I avoid disputes?
How do I avoid disputes?
Answer fans quickly when they write to you, keep your plan descriptions clear, and refund a fan who's unhappy before they go to their bank. A refund costs you less than a lost dispute.
🔗 Related
🆘 Need a hand?
Message us from the app: click Help & feedback at the bottom of the left sidebar. On a phone, tap the menu at the top-left first. We'll help you out.
Still need help? Ask the team