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Refunds

Luis Schiffmann avatar
Written by Luis Schiffmann
Updated over 3 weeks ago

What are Refunds?

Refunds represent the total amount of money returned to your customers after successful transactions. Whether due to cancellations, product dissatisfaction, or customer service issues, these transactions are reversed and impact your top-line revenue.

In GrowthOptix, refunds are tracked automatically across your connected payment processors, including Stripe and PayPal. They’re a vital part of understanding your net income and customer behavior.


How Refunds Are Calculated

The formula used in GrowthOptix:

Refunds = Σ (Amount of Refunded Transactions)

This includes:

  • Full or partial refunds.

  • All refunded transactions within the selected date range.

  • Refunds from both Stripe and PayPal, if connected.

Refunds are displayed as a dedicated chart within the Revenue Dashboard, where you can:

  • Track daily, weekly, or monthly refund trends.

  • Compare with total and net revenue.

  • Analyze changes across time filters.


Why Refunds Matter

Refunds reduce your Net Revenue and can reveal patterns in:

  • Subscription or product dissatisfaction.

  • Errors in billing or fulfillment.

  • Fraudulent purchases or policy abuse.

Monitoring them closely allows you to take data-driven actions, whether it’s improving support, refining return policies, or adjusting your offerings.

Resolution Hub (PayPal Only)

If you're using PayPal, GrowthOptix unlocks an additional layer of visibility with the Resolution Hub.

This section allows you to monitor disputes and chargebacks handled through PayPal’s internal resolution center, offering transparency and tracking over contested payments.

You’ll see three core metrics:

  • Refunds (as previously described).

  • Won Chargebacks – funds you recovered from disputes.

  • Lost Chargebacks – funds you lost due to unresolved disputes.

All metrics are displayed over time so you can:

  • See dispute trends.

  • Quantify losses due to chargebacks.

  • Identify high-risk clients or products.

Note: The Resolution Hub is exclusive to PayPal integrations. If you’re only using Stripe, this section will not appear in your dashboard.


What’s Included and Excluded?

Included:

  • Manual and automated refunds.

  • Both full and partial refunds.

  • PayPal dispute resolution outcomes (if applicable).

Excluded:

  • Failed payments (tracked separately).

  • Open disputes with no resolution.

  • Stripe chargebacks (coming soon).


Where to Find It

  • Navigate to Revenue → Refunds to see refund trends.

  • Head to Resolution Hub for PayPal-specific chargeback insights.

  • Use filters to drill down by provider, customer type, or time range.


Take Action

Tracking your Refunds and analyzing dispute outcomes with the Resolution Hub is key to protecting your bottom line and keeping customers satisfied.

Looking to reduce refunds and chargebacks?

Explore how GrowthOptix integrates with PayPal and Stripe to keep your revenue under control. Learn More →

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