The decision to issue a refund is at the sole discretion of each community. Residents must contact their community administrator directly to request a refund - the request cannot be generated through Condo Control. This user guide outlines how to issue a full or partial refund from your Embedded Payments dashboard. Only users in the Payment Administrators group can issue refunds.
1. Select Setup from the user menu.
2. Pick Payment Setup from the main menu.
3. Under the Financial Reports tab, click Payments to see the list of transactions for your community.
4. Locate and select the payment you want to refund. You can filter by Amount, Date, Status or Payment Method to help find the payment.
5. In the payment details window, review the Amount, Processing Fees, and Net Total. The processing fees will not be refunded by Stripe. If you include them in your refund total, the amount will be taken from your account. Click Begin Refund to issue the full or partial refund.
6. By default, you will see the full amount of the payment including processing fees. Enter the appropriate refund amount and select the reason for the refund. If applicable, add any additional details about the refund. Once completed, click Refund
Refund Reason Options: Duplicate, Fraudulent, Request by Customer, or Other
7. The refund has now been submitted and will take from 5-10 business days to appear on the user's statement.
8. The payment status will be changed to Partially Refunded and the refund has been added to the Timeline.
Additional Resources
- How to Capture a Deposit in Embedded Payments
- How to Manage Disputes in Embedded Payments
- How to Update Your Payout Schedule in Embedded Payments