How Do I Get a Refund for My Storenvy Fee (Marketplace Commission)?

If you have had to refund a customer for a payment on the Marketplace, and believe you should also be refunded your Storenvy fee for this purchase, please email support@storenvy.com so we can do this for you manually. Requests must be made no later than 60 days after you have refunded the customer.

When emailing please make sure to include as much information about the cancellation including:

- Your Store URL 
- Order number
- Reason for cancellation

Please note, it is against our terms to refund a fee for orders that are cancelled in cases where a customer has subsequently been directed to make a similar purchase through your custom storefront. Other reasons that do not warrant a refund include:

- Orders that were cancelled and refunded after shipment due to postal issues.
- Orders that were cancelled and refunded due to customer issues with the item's quality and/or accurateness of the product's description. 
- Orders that were never fulfilled after the store owner's outlined timeline for shipping has passed. 
- Orders that were cancelled so they could be subsequently paid without a fee on your custom storefront, or separately off the Storenvy platform.
- Orders that have been fulfilled and not refunded to the customer.

IMPORTANT: Please make sure your store is still connected to your Stripe account so we can process the refund. If you have disconnected your Stripe account in your Stripe dashboard, reconnect it in your admin panel by going to the Payment Info section. 

For more information about the reason for the Storenvy fee, please click here.

Please note that all Storenvy fee refunds will be handled manually. In the future we will implement a structure for these fees to be refunded automatically in relevant cases.