Refunds
Reviewed on 5 October 2026
On this page
This is where the refund requests your buyers make after the product guarantee has ended arrive. Each row shows the order, who is asking, the product, the reason they wrote, the amount and the date of the request.
How to get there
Click Refunds in the panel's side menu, in the Money group. The email telling you about a new request also brings you here.
What you can do
- Approve a request to give the money back.
- Reject a request with a reason the buyer receives by email.
- See pending, approved, rejected or failed requests.
- Go to the chargebacks a buyer's bank has opened.
Step by step
Approve a request
- 1. Find the request in Pending.
- 2. Click Approve on its row.
Reject a request
- 1. Click Reject on the request row.
- 2. Type the Reason for rejecting, from 10 to 1,000 characters.
- 3. Click Reject to confirm.
What happens next
An approved request moves to Approved and the buyer gets the money back through the same method they paid with. If the refund fails, the request appears in Failed. A rejected request moves to Rejected and the buyer receives your reason.
Keep in mind
- Write the reason for the buyer. Explain what happened with their purchase and why a refund does not apply.
- Within the guarantee, OnBio gives the money back with no questions asked and the request moves to Approved by itself. Nobody in the business can reject or delay it.
- Only the owner and admins can approve or reject. If a request is still undecided, you get an email reminder after 3 and after 7 days.
- If the buyer disagrees with your answer, they can write to OnBio support.
These roles can open this screen: owner, admin and support.
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