Issue a refund
- Open the customer’s purchase. For a subscription or instalment plan, open Invoice History and select the paid invoice.
- Check the customer, payment date and amount, then choose Refund.
- Review the confirmation and submit. If the refund is already pending, wait for its result.
If you refunded the wrong payment
Contact Newie support immediately with the customer, invoice and refund time. There is no cancel-refund button in Newie. Stripe can cancel some recent card refunds, but support must check the actual refund; cancellation is not guaranteed. See Stripe’s refund cancellation rules. If the refund has completed, agree repayment with the customer before collecting another payment.Tell the customer what to expect
Card refunds usually appear in the customer’s account within 5–10 business days, depending on the bank or card issuer. A refund issued soon after payment can appear as a reversal: the original charge disappears instead of a separate credit appearing. See Stripe’s refund guidance. If the original card has expired or been replaced, its issuer normally sends the refund to the replacement card. Ask the customer to contact their card issuer if they cannot find it; the refund still goes through the original payment method. AU Bank Account (BECS Direct Debit) refunds typically take 3–5 business days and must be issued within 90 days of the original payment. If the customer has also disputed the debit through their bank, check the dispute outcome before refunding so they do not receive the money twice. See Stripe’s BECS refund guidance. For a BNPL purchase, the refund goes through the BNPL provider. The customer should check their BNPL account for the updated repayment balance. Refund deadlines and processing times depend on the provider: Afterpay/Clearpay, Affirm or Klarna.
The original payment may still appear as paid, with the refund recorded alongside it or in payout records.
Reduce future payments instead of refunding
If you and a subscriber agree to reduce future payments, use Change Price. This changes future billing; it does not return money already paid. Existing instalment amounts cannot be edited. If you agree a different amount or schedule for the remaining payments, follow Replace an instalment plan to set up the new arrangement and close the original without collecting the same amount twice.Fix a refund blocked by a low payout balance
Newie checks your payout balance before starting a refund. If the refund would take it below the limit Newie allows, the app shows:Your payouts balance is too low to process a refund for this payment.Choose Contact Support in the alert if you need help. This can happen when earlier sales have already paid out or the refund is larger than recent sales. You cannot deposit funds into your Newie balance through the app. You can wait for incoming sales to increase the balance, then check it and try again when Newie’s balance check allows the refund. If you and the customer agree on an urgent bank-transfer refund outside Newie, keep a separate record of the transfer and the Newie payment it relates to. The payment will not automatically change to Refunded. Tell anyone else who handles refunds, and check that record before trying an in-app refund later so the customer is not refunded twice.
Check charges that look duplicated during a refund
A bank statement can show the original debit and a separate refund credit while the refund is processed. That is not itself another charge. Ask the customer to allow time for their bank to finish processing it. If the entries still look wrong, contact Newie support with the customer name, payment and refund dates, and a bank statement screenshot showing the issue.Related guides
- Invoices explains the payment and refund statuses on a record.
- Disputes & Chargebacks explains what to do if the customer has challenged the payment through their bank or payment provider.
- Fees & Limits Reference lists the transaction fees, including the original fee retained after a refund.