Someone asked me for a refund

It appears in your dashboard. You can refund it, or decline with a reason the buyer sees. Declining is free and there is no penalty for it, you are never marked down for disagreeing, only for not turning up.

Answer within 5 days

Ignore a request for 5 days and it is refunded for you. A buyer cannot be held waiting on somebody who is not reading their dashboard, and letting requests expire repeatedly can take your store down.

Fast refunds are usually free

Refund quickly and Stripe returns its own fee as well; leave it and that fee is gone whatever you decide. Our 5% comes back either way.

It is also the cheapest outcome by a distance. A buyer who gives up on you goes to their bank instead, and a chargeback costs you the sale, a fee on top, and a mark on a dispute rate that restricts your Stripe account if it climbs.