# Refunds and disputes: handle them in Stripe

> SkinClub shows refunds and disputes but does not create or answer them. Do both in Stripe.

- URL: https://skinclub.io/docs/en/payments/refunds-and-disputes
- Language: en
- Collection: Payments
- Last updated: 2026-11-01

SkinClub has no refund button and no way to answer a dispute. Refunds and disputes are handled in Stripe, and SkinClub displays what Stripe reports.

## Refund a patient

1. First find the original payment in **Sales > Payments > Transactions**: it lists the patient, the amount and the **Provider payment** reference.
2. Open Stripe, in the account connected to the centre.
3. Find the payment and refund it there.
4. Back in SkinClub, open **Sales > Payments > Refunds & disputes**. Once Stripe has reported it, the refund appears with its **Amount**, **Type** (**Full** or **Partial**), **Status** and **Reason**.

## Disputes

A patient's bank can open a dispute. It appears in **Refunds & disputes** with its **Amount**, **Owner** (who bears the dispute: **Centre**, **Group** or **SkinClub**), **Status** and **Evidence due** date. It counts in **Open disputes** on the **Overview** tab. Respond in Stripe, before the date shown.

## After a refund

When a one-time purchase is **fully** refunded in Stripe, in one go or in several, SkinClub follows automatically:

- the points the patient earned on that purchase are taken back;
- the points earned by the staff member credited with the sale are taken back;
- if the purchase earned referral points for the person who referred the patient, those are taken back too;
- the App Cash used on the order is returned;
- unused treatment sessions from that purchase are voided;
- product pick-ups not yet collected are cancelled.

Points that were already spent are not recovered, so a balance never goes negative.

A **partial** refund changes none of this. Check the client's profile in **Today > Clients** and, if needed, use the adjustments described in [Clients directory and manual adjustments](https://skinclub.io/docs/en/reception-daily/clients-directory-adjustments).

> **Note:** Staff cash commissions follow every successful refund, partial ones included, and every lost dispute: the commission on the refunded or lost part is reversed.

## Limits

- The automatic follow-up above applies to one-time purchases. For a membership payment that is refunded, check the member's profile and correct it by hand if needed.
- The lists show recent activity only (up to 100 records per category across all your accessible centres).
- A refund can take a moment to appear: it shows once Stripe reports it.

## Related articles

- [Payments, payouts and refunds: the read-only console](https://skinclub.io/docs/en/payments/payments-console)
- [Clients directory and manual adjustments](https://skinclub.io/docs/en/reception-daily/clients-directory-adjustments)