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Refunds and disputes are a normal part of running a digital-product business. This guide explains how they work in Pocketsflow, how to issue them, and how they affect your payouts and commissions.

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Refunds

A refund returns money to the buyer. It happens when:
  • You choose to refund a buyer (a satisfaction guarantee, a mistaken purchase, a support resolution).
  • A transaction is reversed due to a card-network or regulatory rule.

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Refund policies

You can define reusable refund policies and attach them to products so the terms are clear at checkout. A policy has:
  • A name (shown to buyers).
  • A policy description (the terms in your own words).
  • A window — a number plus a unit (days or weeks), e.g. “14 days”.
Create a policy once, then attach it to any product. The same policy can apply to many products, and the checkout/refund pages display it to buyers before they pay — which reduces disputes.

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Issuing a refund

1

Open the order

Find the order under Orders & customers and open it.
2

Refund it

Trigger the refund. Pocketsflow reverses the charge with the original provider (card, PayPal, or Coinflow) and, where applicable, reverses the associated transfer.
3

The order is marked refunded

The sale is flagged refunded, which is reflected in the order list, your analytics, and exports.
Refunding a subscription refunds the paid invoices for that membership and cancels it, moving the subscriber to a refunded state. See Orders & customers → Subscriptions.

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What a refund does to your money

  • It reduces your net earnings and can reduce upcoming payouts.
  • Some fees may not be fully returned on a refund — check your provider agreements. Plan your refund policy with that in mind.
  • A refunded sale is excluded from affiliate and partner commission payouts, so you’re not paying commission on money that was returned.
Pocketsflow maintains a public Refund Policy that governs the baseline buyers can expect:
  • Refund Policy: https://www.pocketsflow.com/refund-policy
Align your own guarantees with this policy to avoid confusion.

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Disputes and chargebacks

A dispute (chargeback) is opened by the buyer through their bank or card issuer, not through Pocketsflow. Common reasons:
  • The buyer doesn’t recognize the charge.
  • They believe they didn’t receive the product.
  • They claim the transaction was unauthorized.
When a dispute occurs:
  • The order is flagged disputed, and funds may be held or debited while the issuer investigates.
  • You may be asked to provide evidence — access logs, delivery proof, and buyer communication.
  • Like refunds, disputed sales are excluded from affiliate and partner commission payouts.
Pocketsflow maintains a Disputes Policy describing how these cases are handled:
  • Disputes Policy: https://www.pocketsflow.com/disputes-policy
Coinflow (crypto/card) includes built-in chargeback protection, which can reduce dispute exposure for card payments routed through it. See Payment methods.

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Best practices to reduce refunds & disputes

  • Use clear product descriptions and set realistic expectations before purchase.
  • Make access instructions and download links obvious immediately after checkout.
  • Attach a visible refund policy to every product.
  • Provide fast, responsive support — most disputes start as a support question the buyer couldn’t get answered.
  • Keep your statement descriptor / brand name recognizable so buyers don’t dispute a charge they don’t recognize.

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Prohibited items and acceptable use

Certain products and behaviors aren’t allowed and can lead to holds, refunds, or account action. Review:
  • Prohibited Items: https://www.pocketsflow.com/prohibited-items
  • Acceptable Use Policy: https://www.pocketsflow.com/aup
Staying within these policies reduces the risk of disputes, refunds, and account issues.