KERES
Refund and Dispute Policy
The current manual review process for eligible paid-order refund requests and platform disputes.
Last updated: Jul 23, 2026
Unpaid order cancellation
An eligible order may be cancelled only while it remains unpaid and its Checkout Session is open or confirmed expired. This is not a refund flow and does not apply after payment is confirmed.
Refund requests and platform disputes
Eligible buyers can submit a refund request or a platform dispute for a paid order using the available order flow. These are separate internal case types and are reviewed manually according to the information available.
Information and evidence
Provide a truthful reason, a concise description, and only safe references or evidence that help explain the issue. Do not submit payment credentials, passwords, or identity documents unless a future reviewed process expressly requires them.
Order and transfer review
Opening an active case places the order into review and can pause sensitive fulfillment or an unexecuted seller transfer. If a transfer has already succeeded, the case records that fact for manual handling; it does not automatically reverse funds.
Review outcomes and financial boundary
An administrator can request information, reject a case, resolve it without a refund, or approve a specific full or partial refund amount. Approval creates a persisted processing task; the refund is complete only after Stripe confirms it. Seller-funds recovery is tracked separately and may require manual review.
Legal details
- Support email
- [Support Email]