Refunds and cancellations: how it works per payment method
Stripe refunds from the Orders screen on direct and Israel rails, buyer cancellation requests, applicable law and disputes.
The principle: you are the seller, so your refund policy and buyer service remain your responsibility under applicable law. The money action runs through Stripe: from your Stripe account on the direct rail, or from the platform account under the Commerce Rules on the Israel rail.
Refunding a Stripe sale
On the Orders screen, click refund on a paid order. The full amount returns to the buyer's payment method, the order is marked Refunded, and the buyer is emailed. On a seller-owned Stripe account you can also refund in Stripe; on the Israel rail, refund from MyVisito so the payment, balance and order record update together.
External and direct payment methods remain in the system for compatibility but are currently switched off for new sales. New paid sales run through Stripe.
What the buyer sees
Every buyer's personal order page has a button to request a cancellation or refund, which opens an inquiry directly to you in the Inquiries tab under Earn, highlighted in amber with approve and deny buttons plus a bell notification. On MyVisito Payments: refunds are at your discretion; only a request within a legal cancellation right (meeting/event up to 72h before, physical within 14 days) is flagged in the system, and if you do not answer within 5 business days it is approved automatically. An instant digital product is not cancellable by the buyer. Respond fast: most disputes resolve in one conversation.
The law that applies to you
Your refund policy is subject to consumer protection law wherever you sell. Two common examples:
- Israel: consumers have statutory cancellation rights under the Consumer Protection Law and the cancellation regulations, including distance selling.
- The EU and the UK: consumers generally have a 14-day withdrawal right for distance purchases, with exceptions for digital content delivered immediately with consent.
Complying with those laws, and publishing your own cancellation and refund policy, is your responsibility. A good place for it is the product description or your page.
Chargebacks
When a buyer goes to their card company instead, the dispute runs in Stripe. On a seller-owned account you handle it with Stripe; on the Israel rail MyVisito handles the operational case and may request delivery evidence and information from you. Clean records help a lot.
Keep reading
- Responsibility boundaries
- MyVisito's own Cancellation and Refund Policy (about MyVisito subscriptions, with background on purchases from sellers)