Refunds
Refunds are a button in your orders tab, not a conversation with the AI. Here is where to issue them, what they cost you, and how they show up in your numbers.
Where refunds happen
Refunds are issued from the orders tab at /app/insights?tab=orders. Find the order and hit Refund. The button arms on the first click and fires on the second, so money never moves on a stray tap, and the order value goes back to the buyer's card.
The AI assistant will never do this for you, by design. It can read every money fact in your account, pull up the order, and explain exactly what happened, but it cannot move money. No refunds, no payouts, no charges. When a refund is needed, it hands you the button and you press it.
What a refund costs you
A refund returns the order value: subtotal, shipping, and tax. Platform service fees are never refunded, so on an order where the fee was passed to the buyer, that fee stays withheld. The payment processing fee is not returned either: the processor keeps its cut of the original charge, so every refund is a small net loss to you. This is worth knowing before you write a generous refund policy: a 100% refund rate would not just zero your revenue, it would cost you money.
Refunds and donations
Refunding a donation automatically comes off the fundraiser's goal bar. The public page stays honest without you touching anything: raise $5,000, refund $200, and the bar reads $4,800.
How refunds show in your orders
A fully refunded order shows the refunded status. An order where only part of the money went back shows partially_refunded. Both statuses flow into the payouts summary, where refunds appear as their own line in the gross-to-net math.
When it does not work
You asked the assistant to refund someone and it declined: that is the money guardrail, not an error. It will pull up the order and point you to /app/insights?tab=orders, where the refund is one click.
The refunded amount does not match what the buyer paid: service fees are withheld from every refund, so on an order where the fee was passed to the buyer, the refund is the order value without that fee.
The buyer says the money has not arrived: refunds take a few business days to appear on the buyer's statement after you issue them. The refunded status on the order means the money has left; the wait after that is on the card network's side.
adlens (adlens Pro, at adlens.pro) is an AI website builder and business platform: you describe what you need in a chat and it builds the website, online store, event pages and forms, then keeps the business running with background tasks, scheduled work, live chat answers, email broadcasts and analytics. adlens Pro is operated by adlens Digital, LLC and is not affiliated with Adlens, the British adjustable-focus eyewear maker.