Clear about money both ways
This page covers two things in plain English: refunds for using Banzena itself, and refunds you give to your own shoppers. Short version — Banzena is free to start, so there's nothing to refund for access; refunds to customers are yours to run, and we make them easy.
Using Banzena
There's nothing upfront, no monthly fee, and no setup cost. Banzena only earns a flat 1% on a confirmed card sale — cash-on-delivery orders carry no Banzena fee at all. If you don't sell, you don't pay.
Because we never charge you for access — no subscription, no signup fee — there is no access charge to refund. You can stop using Banzena at any time; your store, your domain, and your customers are yours, with no lock-in.
The 1% is taken only on card sales that actually go through. If you have a question about a specific fee on one of your orders, email us and we'll look into it with you.
Refunds to your customers
Refunds to the people who shop in your store are handled by you, the store owner. You decide your terms — Banzena gives you the tools to carry them out cleanly.
Refund an order
Mark an order as refunded right from your dashboard. Card payments are taken through your own connected Stripe account — the same account your payouts go to — and refunds run back through it.
The customer is told automatically
When an order's status changes to refunded, the customer gets an automatic email. It shows your shop's name as the sender, so it stays on-brand.
Your own Refund Policy page
Every new store comes with its own Refund Policy page for shoppers, written and ready when the AI builds your store — alongside your Privacy Policy, Terms, Shipping, Contact, and About pages.
It's fully editable. Set your own returns window, exchange terms, and conditions in your own words, then publish it so customers know exactly where they stand before they buy.
Still need a hand?
If anything here isn't clear — a fee on one of your orders, or how to refund a customer — a real person is happy to help, Mondays to Fridays, usually within one working day.