How can a supporter get a refund?
On Ko-fi, payments go directly to the creator, so refunds are handled by them. Each creator sets their own refund policy and manages any refund requests from supporters personally.
This article explains how the process works, what supporters should do if they want a refund, and how creators can manage refund requests smoothly.
How supporters can request a refund
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Check the creator’s refund policy
This is usually listed in their shop or commission listing, membership page, page description, or confirmation email. If a supporter is unsure, they can ask the creator. -
Contact the creator
A supporter can reach out to a creator via Ko-fi Direct Message or their preferred method of communication to request a refund. -
Allow time for a reply
Give the creator time to review requests, and if there is no reply within a reasonable time (usually 7 days), a supporter can contact their payment provider (like PayPal or their card issuer) to file a dispute. A dispute must be within 180 days of the original payment date. Read more about this here.
What to do if a supporter requests a refund
Supporters are encouraged to contact you directly if they’d like a refund. As the creator, you’re responsible for handling refund requests based on your own terms and policies.
Tip
Be sure to set your terms for Shop, Commissions, and Memberships.
Supporters will see this before they make a payment.
How to resolve refunds:
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Check your messages:
- Supporters can reach you via Direct Message on Ko-fi.
- Keep your contact email for Shop and Commissions up to date to avoid missing messages.
Note
Updating your Ko-fi account email won’t update your Shop/Commission contact info. You can update it in your Shop or Commission settings.
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Share your refund policy:
- Point to your refund policy on your Ko-fi page, in your Membership and Shop/Commission listings, or in confirmation emails. This helps set clear expectations.
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Issue refunds directly:
- If you agree to a refund, you can issue a full refund directly on Ko-fi up to 180 days after the payment.
- For partial refunds, you’ll need to process them via PayPal or Stripe.
- Read our step-by-step guide on issuing refunds here.
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Respond promptly:
- Fast replies help avoid disputes or escalations.
Can Ko-fi issue refunds for me?
No, all refunds are managed directly between you and your supporters. Ko-fi does not process payments and cannot issue refunds.
Need advice on refunds? Contact the Ko-fi support team here. We’re happy to help where we can.
FAQ
You, the creator, are responsible for issuing refunds directly to your supporters. Ko-fi cannot process or mediate refunds.
Supporters can send you a Direct Message via your Ko-fi page or use the contact email you provide in your Shop or Commission settings.
Yes, but not via Ko-fi. Use PayPal or Stripe directly for partial refunds. Ko-fi only supports full refunds.
If a supporter doesn’t hear back, they may contact their payment provider (like PayPal or their card issuer) to start a dispute or chargeback.
This could trigger a formal mediation process by the provider and may lead to extra fees for you. Responding quickly can help avoid this.
Refunds and disputes must be made within 180 days of the original payment. This is an industry-standard time limit set by the payment providers. After 180 days, refunds are no longer possible.
It depends on the type of payment. You can read more here.
- Donations → Access is removed immediately
- Memberships → Access stays until the billing period ends
- Digital shop orders → Supporters lose the ability to re-download the item
Be clear about when you offer refunds (e.g., non-delivery, damaged goods), how supporters should contact you, and any timeframes for processing.
No. Ko-fi isn’t the merchant of record and can’t mediate payments, but our team can offer guidance if you’re unsure what to do. Reach out to us here for more info.