Processing refunds with Stripe

In the default OMS configuration, a refund can be done for an order or an individual item. The refund action is initiated by a Back Office user triggering the Payment/Refund command. The selected item enters the payment refund pending state, awaiting the response from Stripe.

During this period, Stripe attempts to process the request, which results in success or failure:

• Success: the items transition to the payment refund succeeded state, although the payment isn’t refunded at this step.
• Failure: the items transition to the payment refund failed state.

These states are used to track the refund status and inform the Back Office user. In a few days after an order is refunded in the Back Office, Stripe finalizes the refund, causing the item states to change accordingly. Previously successful refunds may be declined and the other way around.

If a refund fails, the Back Office user can go to the Stripe Dashboard to identify the cause of the failure. After resolving the issue, the item can be refunded again.

In the default OMS configuration, seven days are allocated to Stripe to complete successful payment refunds. This is reflected in the Back Office by transitioning items to the payment refunded state.