Track orders, refunds and disputes
Every purchase in your funnels appears on the Orders page with its status, amount and customer. Refunds and disputes are handled in your Stripe dashboard, and soFunnels updates the order and your revenue automatically. Only money you actually collected counts as revenue.
- Plan
- Every plan with a connected Stripe account
- Where
- Orders in the top navigation
On this page
What each status means
| Status | Meaning | Counts as revenue |
|---|---|---|
| Pending | The buyer started paying but the payment is not confirmed yet | No |
| Processing | The bank is still processing the payment | Yes |
| Paid | The payment succeeded, or a free order completed | Yes |
| Partial refund | Part of the payment was refunded | Yes, minus the refund |
| Refunded | The whole payment was refunded | No, after the refund |
| Disputed | The buyer disputed the charge with their bank; respond in Stripe | Yes |
| Failed | The card was declined | No |
| Canceled | The payment was cancelled before it completed | No |
If Stripe is briefly unreachable during a payment, the order stays Pending rather than failing, and settles on its own as soon as Stripe confirms what happened.
Refund an order
- Open the order in soFunnels to find the customer and the amount.
- Open your Stripe dashboard, find the payment and press Refund. Choose a full or partial amount.
- soFunnels receives the refund from Stripe and updates the order to Refunded or Partial refund, and your revenue goes down by the refunded amount.
Disputes
If a buyer disputes a charge with their bank, the order shows Disputed. Respond to the dispute in your Stripe dashboard, where you can upload evidence such as the order details and your delivery emails.
Tip: clear checkout copy, a confirmation page that says exactly what was bought, and receipts by email prevent most disputes.
Export your orders
On the Orders page, filter by status or search for a customer, then press the export button to download the orders you see as a CSV file for your spreadsheet or accounting tool.
Frequently asked questions
Why is an order Pending?
The buyer opened the payment but did not finish, or their bank has not confirmed it yet. Pending orders never count as revenue.
Can I refund from inside soFunnels?
Refunds are issued in your Stripe dashboard, where the money is. soFunnels picks up the refund automatically within moments.
Do declined upsells appear as orders?
An attempted upsell that was declined by the bank shows as Failed and never counts towards revenue.
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