Refunds

Use Refunds when you need to understand what your signed-in account can currently do about a refund: request one yourself, show an existing refund state, send the case to support review, or show no self-serve path at all.

That last part matters. The dashboard is not trying to make a moral decision about your request. It is showing the refund-related state it can see from the account and billing records tied to your login. The Refund Policy is still the binding source for eligibility, windows, exceptions, and review cases.

So the job is not just to find a button. The job is to figure out what state you are actually looking at, then take the next step that state supports.

Before You Read The Tab

Check these first, especially if you have a receipt but the dashboard looks empty:

• Sign in with the Axiom Charts account tied to the purchase email.

• Keep your Paddle receipt nearby so you can compare the purchase date, amount, and item.

• Give recent purchases room to appear in the account view. Paddle billing events have to sync before Billing can show the full state.

• Treat self-serve refunds as mainly for eligible one-time purchases inside the refund window shown for that purchase.

• Use the Refund Policy for subscription charges, one-time refund windows, non-refundable cases, billing errors, duplicate charges, missing access, and support-review expectations.

If you are signed into the wrong account, the Refunds tab can look wrong even when the website is behaving correctly. Rule that out before you assume the purchase disappeared.

Open Refunds

Open Billing, then choose the Refunds tab.

Billing also includes Subscriptions and Payment history. If you open Billing and land somewhere else, choose Refunds directly. Billing can fall back to the subscriptions view when the tab in the address is missing or not recognized.

The Billing summary cards may show Refunds available. Treat that as a signal, not the whole answer. It can tell you the account sees one or more available refund rows. It does not replace the policy, and it does not explain every purchase.

What Refunds Is Showing

The Refunds tab is focused on self-serve refunds for eligible one-time purchases. It is not a complete purchase archive.

That means a transaction can appear in Payment history without appearing as an ordinary Refunds row. Refunds is narrower. It shows rows when there is a refund-related state worth acting on or reading: an automatic request path, a current refund status, or a support-review path for an outside-policy case.

A visible refund row can include:

• the product or package label;

• a shortened transaction reference;

• the amount;

• Refund available or Review needed;

• a Deadline, when the account can calculate one;

• Request refund, Contact support, a latest refund status, or Not refundable.

Before you click anything, compare the item label, amount, and visible transaction reference against the purchase you mean to handle.

Read The State

The most useful question is not "Where is the refund button?" It is "What is the dashboard willing to say about this purchase right now?" Once you know that, the path gets clearer.

If Refunds Is Empty

No refund-eligible purchases can feel like a verdict. Read it more carefully than that. It means the Refunds tab does not currently have a qualifying refund-related row to show.

Work through the visible checks:

1. Confirm you are signed into the account tied to the purchase email.

2. Open Payment history.

3. Compare the dashboard against your Paddle receipt.

4. Check whether the purchase was one-time or subscription-based.

5. Look for any displayed refund window or dashboard deadline tied to that purchase.

6. Read the Refund Policy for the posture that applies.

7. Use Contact if the charge exists but the dashboard state still does not line up.

Payment history can also be empty while completed Paddle transactions have not appeared in the account view yet. An empty table is not proof that checkout failed, no charge happened, or support has nothing to review.

If Payment History Shows The Purchase

Payment history is broader context. Refunds is a filtered view.

If the purchase appears in Payment history but not Refunds, the usual explanation is that the transaction does not currently have a self-serve refund path, a latest refund status, or a visible outside-policy review state in the Refunds tab. That can happen when the transaction is incomplete, subscription-based, mixed, unsupported, ambiguous, or otherwise not safe for the dashboard to handle as an automatic refund row.

If a refund is already pending or approved and the account has that state, Refunds should point you to the latest visible status instead of offering another request button.

If the account can see a one-time purchase that is outside the self-serve policy path, Refunds may show Review needed instead of hiding the question. That is your cue to use Contact with the purchase details, not to keep looking for another button.

Use the payment row to gather facts: date, item, transaction reference, status, and amount. Then compare those facts to the Refund Policy and, if needed, send them through Contact.

One-Time Purchase Windows

Some one-time purchases may show a refund window during product selection, cart review, checkout, or in the dashboard. When a refund window is displayed for a one-time purchase, the policy says the displayed window is at least 14 days. The exact deadline to trust is the one shown for your purchase.

The cleanest self-serve path looks like this:

1. The purchase is a synced one-time transaction.

2. The dashboard shows Refund available.

3. A Deadline appears when the account can calculate one.

4. The row matches the purchase you mean to refund.

5. Request refund is available.

Even there, keep the boundary straight. A one-time refund window for one purchase is not a universal refund period. A dashboard deadline does not replace the policy. And a visible button does not mean the money has already moved back to you.

If no one-time refund window was displayed for the purchase, fees are generally non-refundable after access has been granted unless the law requires otherwise or support review approves the case.

Subscription Refund Questions

Subscription charges do not behave like one-time refund-window rows.

If a subscription trial or refund term was shown during purchase, use the term shown for that purchase. After a paid initial subscription term or paid renewal begins, subscription charges generally are not refunded on a prorated basis unless required by law or approved through support review.

Internal product trial access is different from a paid subscription charge. Before conversion, there is no internal trial-product charge to refund. If the trial converts into paid recurring access, then any later subscription refund question follows the Refund Policy, the visible checkout terms, and support review boundaries. Use Trial access and conversion when the confusion is whether trial access has actually become paid access.

That is why a subscription concern may not show a normal Request refund row. Start with the Refund Policy. Then contact support if the concern is a billing error, duplicate charge, missing access after a completed purchase, or another review case the policy supports.

Request A Refund

Only use Request refund when the row clearly matches the purchase you mean to refund.

Before submitting:

1. Confirm the product or package.

2. Confirm the amount.

3. Compare the shortened transaction reference with your receipt if you have one.

4. Read the deadline if one is shown.

5. Make sure you are not trying to refund the wrong transaction from the same account.

After submission, the dashboard can show a submitted state. That means the request was sent into the refund flow. It does not mean the refund is approved, completed, paid back, or fully reflected across every billing and access view.

Paddle confirms the final refund state. Until that final state is visible, keep these as separate moments:

• request submitted;

• refund status confirmed;

• money movement handled by the payment side;

• any access change that follows an approved one-time refund.

Approved one-time refunds may remove the refunded access after the approved refund state is confirmed. The dashboard does not promise exact timing for that access change.

If Submission Fails

Automatic refund submission can fail. If the page shows that the automatic request did not go through, stop treating the button as the next path and use Contact.

In the message, include:

• the email used for purchase;

• the transaction date;

• the product or package;

• the amount, if you have it;

• the visible transaction reference, if one appears;

• the dashboard state you saw, such as Refund available, Review needed, Not refundable, submitted, or error;

• a short explanation of what went wrong;

• a screenshot or Paddle receipt if it helps show the problem.

Support review can help with cases the dashboard cannot safely resolve by itself. It is still review, not a workaround around the Refund Policy.

When To Contact Support

Use Contact when the website does not give you a safe self-serve next step.

That usually means:

• Refunds says Review needed;

• the row points to Contact support;

• the automatic refund request fails;

• you have a Paddle receipt but Billing does not show the expected payment or refund state;

• you believe there was a billing error;

• you see what looks like a duplicate charge;

• a completed purchase did not produce the access you expected.

The contact form includes Name, Email, Company (optional), Topic (optional), Photo or screenshot (optional), and Message. For a refund issue, the useful work happens in the message: purchase email, date, product or package, what you expected, what the dashboard showed, and what went wrong.

A screenshot is optional, but it can save a lot of back-and-forth when the visible dashboard state is the problem.

Quick Checks

Related Pages

• Refunds

• Payment history

• Refund Policy

• Contact

• Billing and subscriptions

• Trial access and conversion