Refunding Orders
Updated
by Firewood Camps Support
1 | Where to Issue Refunds
Orders → Show Page
- Click to "View" an order, click Full Refund or Partial Refund
- For full refunds you’ll see a “Refund Fees” checkbox—leave it unchecked if you want to avoid being responsible for refunding the platform fees. In both scenarios (refund exclusive vs inclusive) the Order will show in the system with
2 | Full Refunds & the Firewood Fee Checkbox
Checkbox State | What Happens in Stripe | Payout Impact |
Unchecked (default) | Full payment + fees are refunded | The Firewood fee falls on the client. |
Checked | Only the customer’s charge is refunded. | The Firewood fee falls on the customer. |
Firewood and Stripe do not refund their processing fees. Stripe Support
3 | Partial Refunds
- Enter the dollar amount or select specific line items. Stripe lets you refund any portion of the original charge. Stripe SupportStripe Docs
- Registrations stay active. If you need to free a roster spot, go to Event → Registrations → Deactivate after issuing the refund. (This prevents accidental data loss.)
- Platform and Stripe fees are prorated automatically; you decide whether to return the Firewood fee by ticking the same checkbox logic above.
4 | Good-to-Know Details
- Timing – Firewood platform refunds submit instantly; most cards post in 5-10 business days.
- Multiple Refunds – You can refund an order more than once until it reaches the original charge amount—useful for staged cancellations. Attempting to refund more than the available amount remaining will lead to an error message.
- Best-Practice Tip – Clear refund policies reduce disputes and keep customers happy. Use Firewood's Refund Policy functionality and have your customers read and agree to your refund policy explicitly at checkout.
