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Documentation Index

Fetch the complete documentation index at: https://newie.mintlify.app/llms.txt

Use this file to discover all available pages before exploring further.

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Refunds

You can issue full refunds directly through the app. When a full refund is issued, the customer receives back the full amount they paid. The refund amount is taken from your upcoming payout or available balance. The original Newie transaction fee is not returned to you, so after a full refund your balance is lower by the amount of the original Newie fee. In simple terms: the customer gets their money back, but you still pay the original Newie fee. Newie does not return that fee because there are costs involved in processing the original payment and the refund. The customer’s bank or card provider usually takes 5-10 business days to deposit the refund, though it is often faster. The original payment may still show as paid, with the refund shown separately in the app or payout records. Contact Newie support if refund actions or status are not visible. Native partial refunds are not currently supported. For subscriptions or installment plans, adjust a future payment where appropriate.

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Duplicate-Looking Charges While a Refund Is Processing

A refund can sometimes make a customer’s bank statement look like there is a duplicate invoice or duplicate payment for a short period. This can happen while the bank is processing the refund and removing or reversing the original payment from the customer’s statement. If the customer sees this immediately after a refund, ask them to allow time for the bank or card provider to finish processing it. Refund timing is controlled by the customer’s bank or card provider and usually takes 5-10 business days, though it is often faster. If the duplicate-looking entry does not clear, contact Newie support with the customer name, payment date, refund date, and any bank statement screenshot the customer can provide.

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When Your Payouts Balance Can’t Cover a Refund

Refunds are deducted from your available payouts balance. If the payouts balance is too low, the in-app refund action will fail. The app shows: “Your payouts balance is too low to process a refund for this payment.” Two options:
  1. Wait for incoming sales to clear. Once enough customer payments clear into your available balance, retry the refund through the app. See Payouts for how clearing time works.
  2. Handle the refund outside Newie by bank transfer. Some businesses handle urgent refunds by separate bank transfer outside Newie. If you do this, keep clear records and let the customer know the original Newie charge will remain on their statement. This is not a Newie-managed refund workflow.
This is most common when earlier sales have already paid out, or when the refund amount is larger than recent sales. There is no way to deposit funds back into a Newie balance inside the app.

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Disputes and Chargebacks

A dispute or chargeback occurs when a customer asks their bank, card provider, or Buy Now Pay Later provider to review or reverse a payment. Common Dispute Stages:
  • Enquiry: The bank or BNPL provider asks for more information before deciding whether to escalate the case
  • Formal dispute: The payment is under review while the bank or BNPL provider decides the outcome
  • Outcome: The bank or BNPL provider rules in favour of either you/Newie or the customer. Your Newie balance is only debited if the customer wins or you accept the dispute.
What You Should Do:
  • Reply to Newie support by the deadline in the dispute email.
  • Confirm whether you want to contest the dispute or accept it
  • Provide evidence that supports the charge, such as messages with the customer, signed agreements, proof of service delivery, booking records, or confirmation that the customer authorised the payment
  • If Terms of Service were enabled, Newie can use the signed agreement record as part of the evidence package
Important Notes:
  • Dispute outcomes are decided by the customer’s bank or payment provider, not Newie
  • After evidence is submitted, outcomes can take several days or weeks; 7-60 days is common
  • When a dispute first comes through, Newie does not debit your Newie balance straight away. The disputed amount is only debited once the outcome is known
  • If you win, no debit is made and no further action is usually needed
  • If the customer wins or you accept the dispute, the disputed amount is debited from your Newie balance
  • Newie does not currently pass Stripe dispute processing fees on to you. Under Stripe standard pricing, dispute processing fees can include a fee when the dispute is received and a separate fee if evidence is submitted to contest it. Stripe pricing varies by country and can change, so use Stripe’s current pricing page for exact Stripe-only comparisons. High dispute rates can still affect account standing and payment partner risk reviews
  • Once a bank or payment provider makes a final decision, the chargeback case usually cannot be reopened through Newie
Tip: Enabling Terms of Service can strengthen the evidence available if a dispute occurs, but dispute outcomes are decided by the customer’s bank or payment provider.
For Newie’s fee table and fee comparison notes, see Fees. Last updated: 2026-06-01