Skip to main content
Refunds come from the connected revenue source. They can arrive days or months after the original payment.

​
What changes

For Shopify and Stripe, Net revenue is gross revenue minus the recorded refunded amount. A partial refund reduces net revenue by the partial amount; it does not remove the original order. A cancellation is not automatically a refund. Canceling a subscription stops future billing, while a refund returns money from a completed payment.

​
Verify a refund

1

Complete it in the source

Confirm the refund is final in Shopify, Stripe, or the billing provider—not merely requested or pending.
2

Keep the identifiers

Record the original transaction ID, refund ID, amount, currency, and completion time.
3

Find it in Events

Locate the refund and confirm it refers to the expected customer and original transaction.
4

Compare reporting

Use the same timezone, currency, and date range. Compare gross revenue, refunded amount, and net revenue separately.

​
Reporting dates

Refund activity occurs when the source reports it. Depending on the report and date grouping, the refund may be visible in the period it was processed rather than the period of the original sale. Always inspect the individual transaction before assuming a totals problem.

​
Common failures

  • Refund is missing: it is still pending, the wrong source account is connected, or the source connection needs attention.
  • Refund amount differs: compare partial versus full refund amounts and currency conversion.
  • Revenue still looks high: the selected metric is gross revenue rather than net revenue.
  • A cancellation did not reduce revenue: no completed payment was refunded.
Do not send a refund as a new negative purchase. Let the authoritative revenue source report it so the original transaction relationship stays intact.