Sometimes a subscriber needs their money back. Maybe they were charged twice, cancelled mid-cycle, or you have decided to issue a goodwill refund. The Sesamy portal lets admins refund card, Klarna, and Vipps or Swish payments in a few clicks. The refund is a financial action only. The subscription stays active and access continues until the contract is cancelled separately.
Before you start.
Refunds are an admin-only action. If you do not see the refund option on a bill, ask your account admin to grant the right permissions or to process the refund for you.
Refunds can be issued directly from the portal for the following payment methods:
Stripe (card payments)
Klarna
Vipps and Swish
Invoice payments cannot be refunded from the portal. Invoice refunds need to be arranged outside Sesamy by transferring the money back to the subscriber and updating the invoice in your invoicing tool.
How to refund a payment.
You can start from either the contract or the customer profile. Both routes lead to the same refund page. The contract route is the most common, so we use it as the example below.
From the contract.
1. Open the contract.
Find the contract you want to refund a payment on. You can search by subscriber name, email, or contract ID from the top search bar.
2. Scroll to the Bills section and click the bill you want to refund.
Every payment made on this contract is listed here, with the most recent at the top. Clicking a bill opens its detail page.
3. Click Actions, then Manage Refund.
The Actions button is in the top right of the bill detail page. From the dropdown, choose Manage Refund.
4. Enter the amount and a reason.
The full payment amount is filled in by default, with the maximum shown next to the field. To issue a partial refund, type a smaller amount instead.
Add a short note in the Reason field. This is a free text note for your team's records. It stays on the bill and is visible to anyone who looks at it later. Common notes include the customer service ticket reference, the reason given by the subscriber, or who approved the refund.
5. Click Refund to confirm.
The refund is sent to the payment provider immediately. Once confirmed, the bill updates to show the refund details and the new refund appears in the Previous Refunds list at the top of the refund page.
From the customer profile.
The customer profile shows every bill that subscriber has across all their contracts. If you do not know which contract the payment belongs to, this is the easier route. Open the customer, click the bill you want to refund, and follow steps 3 to 5 above.
What happens next.
The refund is sent to the payment provider straight away. How quickly the subscriber sees the money back depends on the payment method:
Vipps and Swish usually settle the same day, often within minutes.
Klarna typically settles within a few business days, depending on the original payment method.
Stripe (card payments) typically take 5 to 10 business days. The exact timing depends on the subscriber's bank.
The bill on the contract is now marked as refunded. The refund amount, the date, and your note are visible on the bill, so anyone in your team can see what happened and why.
The subscription itself is not affected. Access continues until the contract is cancelled. If the subscriber also wants to end their subscription, cancel the contract from the contract page as a separate step.
Common questions.
Can I refund only part of a payment?
Yes. Enter any amount up to the maximum shown next to the amount field.
Can I refund the same bill more than once?
Yes, as long as the total refunded does not exceed the original amount. If you have already issued a partial refund, you can issue another partial refund up to the remaining balance.
Will the subscriber be notified by email?
Sesamy does not send a refund confirmation email automatically. The subscriber will see the credit in their bank account or wallet once their provider posts it. If you want to let them know, send a message yourself.
Can I undo a refund?
No. Once a refund is issued, it cannot be reversed from the portal. If a refund was issued by mistake, charge the subscriber again, either by creating a new manual payment or asking them to make a new purchase.
Does the subscription get cancelled when I refund?
No. The refund and the subscription are independent. Access continues until the contract is cancelled separately.
What about invoice payments?
Invoice refunds cannot be issued from the portal. They need to be handled outside Sesamy: transfer the money back to the subscriber from your bank and update the invoice in Billogram (or your invoicing tool).
Why can I not see Manage Refund in the Actions menu?
Refunds are an admin-only action. If you have a non-admin role, Manage Refund will not appear in the Actions dropdown. Ask your account admin to issue the refund or to update your permissions.
Need help? If something does not look right or you cannot complete the refund, contact your Sesamy contact and we will help you sort it out.