Due to limitations with Tebex Checkout, it is only possible to refund payments back to buyers through the original payment method if:
This is because there is currently no functionality that allows for partial refunds to be made; either the full amount must be refunded or none at all. We are working with Tebex to get partial refund functionality added.
You’ll be presented with either a ‘Refund’ or an ‘Ineligible’ button next to transactions on the Transactions creator dashboard page. This button will either allow you to proceed with a refund, or provide you with the specific reason as to why the refund is not possible. It’s also possible that whilst on our end the transaction is marked as eligible, the refund request may fail for another unknown reason such as the transaction having a dispute/chargeback previously. If you’d like to proceed with a refund regardless, the buyer will need to be manually refunded through a separate payment.
Note that any gateway fees encountered will not be refunded by the payment gateway, and an additional gateway fee is charged for the refund. More information can be found here. Additionally, PayPal payments cannot be refunded if the transaction occurred more than 180 days ago.
There are three specific scenarios where BuiltByBit may initiate a refund without prior permission from the creator(s) involved within the transaction. These are: