View and manage your transactions, refunds, and chargebacks.

In this guide, learn how to use the Selling panel to manage transactions, refunds, and chargebacks.

Transactions

Review your transactions from the Payments dashboard. This includes successful payments, refunds, chargebacks, and failed payments. With the Payments dashboard, ‌you can view all transactions chronologically, from newest to oldest. This includes successful payments, refunds, chargebacks, and failed payments.

Viewing transactions

In the Selling panel, click Finance to view your transactions. You can click an individual transaction to view the payment, billing, and shipping details. You can also view the order status, details, transaction history, and track information for refunded payments.

Payment details include:

• Total amount
• Fees
• Net amount
• Type
• Method
• Card number
• Cardholder name

View and filter the list of transactions by type or the date the payment was received. To filter payments by type, ‌click Paid, Failed, Refunds, or Chargebacks at the top of the list. At this time, you can't export your payments or payouts from Squarespace Payments as .csv or .xls files.

To filter payments by date:

1. Under Payments, click Date.
2. Enter a start and end date.
3. Click Apply to view the filtered results.
4. Click Reset to clear the date filter.

Test orders

Test orders appear as successful transactions in the Payments tab while your store is in Test mode. A test flag will display at the top of the page. When your store is live, test orders won't display in the payment activity panel. Learn more about running test orders.

Refunds

When using Squarespace Payments, you can provide a full or partial refund to your customers.  If you are subscribed to a Squarespace plan that involves transaction fees, the transaction fee is refunded to you. The payment processing fee isn't refundable.

Refunds come out of your Payments account balance, which is the total amount of payments you’ve received that day. If your balance doesn't have enough funds to cover the refund, your Squarespace Payments account balance will become negative. If you don't receive future payments to rectify the negative balance, we'll debit your bank account. There are limits to negative account balances, which may affect your ability to issue refunds. If you’re having trouble issuing a refund due to a low or negative account balance, contact our Customer Support team. 

To refund a payment:

1. Open the Commerce panel.
2. Under Commerce, click Finance.
3. Select the payment you want to refund.
4. In the top-right corner, click Refund.
5. Enter the dollar amount you want to refund.
6. Click Issue Refund to confirm.

For information on how to issue refunds with third-party payment processors, visit Canceling and refunding orders.

Chargebacks

A chargeback occurs when a customer disputes a charge with their bank. If a customer opens a chargeback with their bank on a payment made in your store, the disputed amount and associated fees are your responsibility. You may be able to recover these funds if you can show the customer’s bank that the charge is legitimate. When a customer files a chargeback with their bank, we’ll send you an email notification with details on the next steps if you choose to dispute the chargeback. Learn more about managing payment disputes with Squarespace Payments.

To learn more about failed payments with Stripe, visit Stripe's documentation on failed payments and chargebacks.