Learn how to process refunds in Captura Workflow, understand chargeback handling, and review Captura’s refund policy and limitations.

This article explains how to process full and partial refunds in Captura Workflow, what happens when a chargeback occurs, and when refunds must be handled directly by the studio.

Using refunds correctly helps studios resolve customer issues quickly while keeping order records accurate and up to date.

Before processing refunds in Captura Workflow:

• Your studio must have a successfully linked and verified Stripe account

• Your user account must have permission to process refunds

• Orders processed before your Stripe integration may require assistance from Captura Product Support

💡 PRO TIP: Refunds can only be processed in Workflow within 90 days of the original transaction date. Orders older than 90 days must be refunded directly by the studio.

1. Open the Orders table in Captura Workflow

2. Locate the order you want to refund

3. Select the checkbox next to the order

4. Choose Refund Order from the action dropdown menu

5. Complete all required refund details

6. Choose whether to:

   • Process a Full Refund

   • Process a Partial Refund

   • Cancel an unprocessed order

   • Send a refund notification to the customer

• Full Refunds return the entire order amount, including commission and fees

• Partial Refunds return a proportional amount of the order total, including related commission and fees

7. Submit the refund request

After submission:

• A confirmation message will appear

• The order status will change to Archived

8. Allow 3–5 business days for the refund to appear in the customer’s bank account, depending on the financial institutions involved.

Refunds can only be processed directly in Captura Workflow within 90 days of the original transaction date.

If the order is older than 90 days:

• The refund must be handled directly by the studio

• Workflow will no longer allow refund processing for that transaction

A chargeback occurs when a customer contacts their bank or credit card provider to dispute a charge.

When this happens:

• The original order funds are withdrawn

• A chargeback fee (typically $15) is also charged

• Both amounts are passed to the studio’s Captura account

These fees are determined by the customer’s bank and are not controlled by Captura.

1. Contact your customer directly

2. Ask them to contact their bank and request a reversal of the dispute

3. Captura will submit the order invoice to the bank automatically

4. If additional documentation is needed, the Captura Finance team may request:

   • Tracking information

   • Refund policies

   • Additional order evidence

If the dispute is reversed:

• Stripe will credit the order amount back to your account

If the dispute is lost:

• The deducted funds and chargeback fee will remain on your account

A: Yes. Captura Workflow supports both full and partial refunds.

A: Workflow only allows refunds within 90 days of the original transaction date. Older refunds must be handled directly by the studio.

A: Most refunds appear within 3–5 business days, depending on the customer’s bank.

A: The disputed funds and chargeback fee are deducted from your account while the dispute is reviewed. If the dispute is reversed, the funds are returned to your account.