Refund a sale

In short

• You can refund a sale for 30 days after it was made, from the order page.
• Refund the whole order or just some photos. The buyer loses access only to what you refund.
• The buyer gets back everything they paid for what you refund. Payment processing fees are not recovered, the same fees you see on every sale.
• On your first 4 refunds of each month, ZebraSnap gives you back its commission. From the fifth one on, it does not.

How to refund

1. Open the sale from My sales or from the album's sales.
2. Choose Refund this sale.
3. Pick the whole order or the photos you want to refund, and choose a reason.
4. Before you confirm, you see exactly what the buyer gets and what comes out of your balance.

The buyer gets an email. The money usually reaches them in 5 to 10 business days, depending on their bank.

What it costs you

Take a photo sold for $100, where $10 went to processing fees, $10 to ZebraSnap's commission and $80 to you.

Your count starts over on the first day of each month, in UTC. If your Stripe account is in another currency, the final amount can vary a little with the exchange rate.

Tips are only returned when you refund the whole order.

If your balance does not cover it

If you were already paid out and your balance is short, you can still request the refund:

• Your payouts are put on hold, so new sales build up in your balance.
• The refund goes out by itself as soon as your balance covers it, and your payouts go back to normal.
• While it waits, you can cancel it from the order page.

The buyer is only told once the refund has actually been sent.

When you cannot refund a sale

• More than 30 days have passed since the sale. Contact us if you need to make an exception.
• The order has an open dispute with the bank.
• The sale was paid directly to you or through dLocal Go. For direct payments the money never went through ZebraSnap, so arrange it with your buyer.