A good refund and return policy for a B2B research supplier says, in specific terms, which orders can be refunded or returned, under what conditions, how a buyer asks, how long each step takes and how the money comes back. It applies to business and research buyers, it matches what your team actually does, and it is easy to find on the site, at checkout and in order emails.
Vague policies cause trouble on both sides. Buyers do not know what to expect, staff improvise, and when a dispute arrives there is nothing clear to point to. This guide covers what to include, how refunds work on Stripe, and where to show the policy.
Why processors want the policy visible
Stripe's website checklist says most businesses must clearly explain their fulfillment policies, and lists a refund policy and a return policy among them: the conditions under which customers can receive a refund, and the conditions and process for returning goods. It also says that if a website does not include enough information about these policies, Stripe might ask the business to add it.
Stripe's guidance on preventing disputes goes further. It recommends including a clear description of refund and cancellation policies in your terms of service and requiring customers to agree to them. It notes that card issuers can be specific about how policies are presented, and that a checkbox containing only a link might be rejected as evidence that the customer was aware of the policy. There must be reasonable evidence that the customer was shown a full copy before purchase.
What to include
Who the policy covers
State that the policy applies to orders from qualified business and research buyers under your terms of sale. If an order is cancelled because the buyer does not meet your requirements, say what happens to the payment.
Which orders can be refunded
Be specific. Common categories include:
- Items damaged in transit, with what evidence you need, such as photos of the package and contents.
- Wrong item or wrong quantity shipped.
- Items that do not match the specification or certificate of analysis for their lot.
- Orders lost in transit, cross-referenced to your shipping policy.
- Orders cancelled before they ship.
Which items cannot be returned
Many research materials cannot be resold once they leave your control, because you cannot verify how they were stored. If opened or temperature-sensitive items are not returnable, say so plainly, and say what remedy you offer instead, such as replacement or refund for a documented problem.
Time limits you set
Choose time limits your team can actually meet, and write them down: how long a buyer has to report a problem after delivery, how long you take to respond, and how long you take to issue a refund once approved. Use the same numbers in the policy, in order emails and in staff instructions.
How to ask
Give one clear route: an email address or support form, the information to include, such as order number, lot number and photos, and whether you issue a return authorization before anything is sent back. Stripe's checklist also recommends offering more than one contact method, not only a contact form.
Costs
Say who pays return shipping in each case, and whether any restocking or handling fee applies. If there is a fee, show the amount or how it is calculated. A fee the buyer only learns about after asking for a refund invites complaints.
How the money comes back
Describe this accurately, based on how your payment provider works. The next section covers Stripe.
How refunds work on Stripe
A few points from Stripe's refund documentation are worth reflecting in your policy and your staff instructions:
- Refunds can only go back to the original payment method. Stripe cannot send a refund to a different card or bank account.
- You can refund all or part of a payment, but not more than the original charge.
- Stripe's processing fees from the original transaction are not returned when you refund.
- Stripe says customers see a refund as a credit approximately 5 to 10 business days later, depending on the bank. Some refunds issued shortly after the charge appear as a reversal instead, where the original charge drops off the statement.
- A payment that has been authorized but not yet captured can be cancelled rather than refunded.
Stripe's dispute guidance adds an important detail: customers cannot dispute a fully refunded payment, but they can still dispute a partially refunded one, and card network rules allow a partially refunded payment to be disputed for the full amount. If you offer partial refunds, record the buyer's agreement to the amount in writing. For more on disputes, see reducing disputes: a checklist for research suppliers.
Orders you decline
Research suppliers sometimes decline orders because the buyer does not meet their requirements, the destination is one they do not ship to, or the order needs review that cannot be completed. Your policy should say what happens in each case. If payment was authorized but not captured, you can cancel the payment instead of refunding it; Stripe's documentation says a payment can be cancelled before it is completed at no cost. If payment was captured, say that you refund in full to the original payment method. Treat declined orders consistently and record the reason for each one.
Where to show the policy
- A dedicated policy page linked from the footer of every page.
- The checkout page, with the full text available before the buyer places the order, not only a link.
- The order confirmation email and the shipping confirmation email.
- Your terms of sale, so the two documents agree.
- Product pages for items with special conditions, such as non-returnable materials.
Keep policy and practice in step
A policy only helps if it describes what really happens. Check a sample of recent refund requests against the written policy every so often. If staff routinely make exceptions, either change the policy or change the practice. When you change the wording, keep the old version and its dates, so you can show which version applied to an older order. See versioning your policies and checkout statements.
A clear policy reduces confusion; it does not decide how a processor or card issuer will view a particular case. Speak to a qualified lawyer about the terms that apply to your business. Claddr places orders that match your rules on hold, authorized but not captured, until a reviewer on your team approves them, which gives you a point to decline an order before it is charged. See how Claddr works.