Guide
Refund Troubleshooting
Diagnose permissions, eligibility, provider state, financial adjustments, and affected product access.
No refund action
Check refunds.create permission, product scope, order status, captured payment, remaining items, the 14-day deadline, and initial-payment eligibility. A read-only finance role is not refund authorization. External payments belong to their collecting merchant.
Money and order state differ
Check the provider refund reference, operation state, tax correction, ledger entries, and statement. Pending or needs-review operations require reconciliation, not a new refund request. A changed preview requires a fresh confirmation.
Access remains after a refund
A confirmed refund removes access granted by the refunded purchase for the selected products. A full-order refund covers all its purchased items. Unrelated purchases and independent grants remain intact. Bundles follow their linked purchase scope rather than permitting arbitrary selection of included gifts or components. Licensing, device state, download authorization, and subscription access are reconciled with the affected purchase; an unresolved operation requires review rather than another blind refund attempt.
The fee or recipient balance looks different
SoundSync retains its original fee on refunded products. The customer receives the selected products' full paid amount and associated tax without a SoundSync fee deduction. The developer covers actual additional refund charges recorded by the payment provider, not the ordinary processing cost already covered on SoundSync checkout. Accepted affiliate and collaborator shares reverse from the original sale allocation; the developer adjustment uses the original developer share plus the retained SoundSync fee and applicable refund charges. Previously paid amounts are recovered from future earnings, and tax is reconciled separately.
Escalate privately
Provide order and operation references and non-sensitive error information to support. Never publish customer emails, full serials, or payment details in screenshots.