How to refund a customer
Issuing refunds through Gumroad is - aside from the loss of money - absolutely painless. Simply go to your Audience dashboard and locate your customer by searching for their email address or filtering by the product.
Click on the sale to open their customer drawer. To refund them for the full amount, click the green Refund fully. To offer a partial refund, enter the amount to be refunded in the box, and then click Issue partial refund. You can do this for single-purchase products as well as membership products. Here's how to find the refund button for individual membership payments:
When you issue a full refund, Gumroad refunds 100% of the money, including our fee, and including any taxes that they paid. Your customer will get back everything they paid us. Please note that because we charge customers in USD, and we are refunding in USD, the amount they receive back in their local currency may be different than what they paid, due to the nature of exchange rates.
If you issue a partial refund, your customer will still have access to their files. A partial refund merely returns the amount of money that you are refunding to them. Only full refunds remove a customer's access to a product.
If you refund a PayPal purchase through your PayPal account, PayPal may keep their fees on the sale but refund 100% to the customer, meaning you would still be responsible for fees on PayPal purchases. More on PayPal purchases here.
After you refund them...
Your customer will receive an email confirming the refund, and their credit card account should receive the funds within 5-7 business days. PayPal refunds are immediate.
They will no longer be able to download this product, or receive updates from you.
Refunding a customer fully will also delete the rating they've provided to your product.
If you have recently been paid out and your balance is $0, or if you have less money in your Gumroad balance than the amount of the sale that you are refunding, then your account will go negative. This is because we (Gumroad) have paid your customer their money back out of our own balances.
This does not mean that we are taking money out of your bank account or PayPal account. It simply means that, in order to be paid out again you would have to sell enough products to get your balance positive again.
So, to clarify - let's say you were paid out on a Friday, and your Gumroad balance is now $0. If you issue a $15 refund to a customer, you now have an account balance of -$15. In order to be paid out again by Gumroad you would need a balance of at least $10 USD, therefore you would have to process $25 in sales to get paid again.
As per our terms, Gumroad does have the right to reverse payouts to creators if a lot of money is being refunded to their customers. We have, however, almost never exercised this right.