> ## Documentation Index
> Fetch the complete documentation index at: https://docs.pocketsflow.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Refunds & disputes

> How to set refund policies, issue refunds, and handle chargebacks on Pocketsflow — and how each one affects your earnings.

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.

## 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.

### 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.

### Issuing a refund

<Steps>
  <Step title="Open the order">
    Find the order under [Orders & customers](/operations/orders-and-customers)
    and open it.
  </Step>

  <Step title="Refund it">
    Trigger the refund. Pocketsflow reverses the charge with the original
    provider (card, PayPal, or Coinflow) and, where applicable, reverses
    the associated transfer.
  </Step>

  <Step title="The order is marked refunded">
    The sale is flagged **refunded**, which is reflected in the order list, your
    analytics, and exports.
  </Step>
</Steps>

Refunding a **subscription** refunds the paid invoices for that membership and
**cancels** it, moving the subscriber to a *refunded* state. See
[Orders & customers → Subscriptions](/operations/orders-and-customers).

### What a refund does to your money

* It **reduces your net earnings** and can reduce upcoming
  [payouts](/payments/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](/operations/affiliates) and
  [partner](/operations/partner-program) 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.

## 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`

<Note>
  Coinflow (crypto/card) includes built-in chargeback protection, which can
  reduce dispute exposure for card payments routed through it. See [Payment
  methods](/payments/payment-methods).
</Note>

## 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.

## 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.

## Related topics

* [Buyer refunds](/buyers/refunds)
* [Buyer common issues](/buyers/common-issues)
* [Pricing & fees](/payments/fees)
* [Payouts](/payments/payouts)