# Track orders, refunds and disputes

Source: https://sofunnels.com/guide/orders-and-refunds
Last updated: 2026-10-05

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

## 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

1. Open the order in soFunnels to find the customer and the amount.
2. Open your Stripe dashboard, find the payment and press **Refund**. Choose a full or partial amount.
3. 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.

## Related guides

- [Connect Stripe and get paid](https://sofunnels.com/guide/connect-stripe.md): Connect your Stripe account to soFunnels so every checkout, order bump and upsell pays you directly, with 0% platform fee and payouts on your normal schedule.
- [Read your funnel analytics](https://sofunnels.com/guide/funnel-analytics.md): See conversion and drop-off at every funnel step, which traffic sources and ads bring sales, the revenue you actually collected, and who is visiting live.
- [Capture leads and manage contacts](https://sofunnels.com/guide/leads-and-contacts.md): Build opt-in and application forms, see every lead and their answers on the Contacts page, filter by funnel, and export contacts and submissions to CSV.

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Part of the [soFunnels user guide](https://sofunnels.com/guide.md). The whole guide in one file: https://sofunnels.com/llms-full.txt