How to Issue a Refund
Refunds for payments made through Invoice Payments are processed through your Stripe Dashboard — not through Factory.
Log into your Stripe account at dashboard.stripe.com.
Find the payment you want to refund.
Select Refund and choose a full or partial amount.
The refund is processed. It will appear on your customer's statement within 5–10 business days.
📝Note: Refunds processed in Stripe do not automatically update Factory or your accounting software. After issuing the refund in Stripe, delete the corresponding payment in Factory — this will remove the matching entry in Xero, QuickBooks, or MYOB.
After Issuing a Refund
Delete the payment in Factory to remove the accounting entry.
Update the invoice status in Factory if needed.
Chargebacks and Disputes
A chargeback happens when a customer disputes a payment directly with their bank. If this occurs, Stripe will immediately reverse the payment from your Stripe balance and charge a dispute fee — typically $15–25 AUD.
You respond to the dispute through your Stripe Dashboard by providing evidence such as receipts, delivery confirmation, or contracts. If you win, the funds are returned. If the dispute is upheld, the customer keeps the refund. Resolution typically takes 60–90 days.
📝Note: Factory does not send notifications for chargebacks or disputes. All dispute management happens through the Stripe Dashboard. We recommend enabling email notifications for disputes in your Stripe Dashboard settings so you are alerted promptly.