Does Prolaud charge for a refund?

No. Whether the processing fee is returned with the refund is your payment processor's policy, not ours.

Does a refunded student keep the course?

No. Refunding from the Orders screen removes their access at once, and the confirmation button says so: Refund + revoke access.

How long until the buyer sees the money?

Usually 5–10 business days, depending on their bank.

I can't find the order on the Orders screen.

Refund the payment in your Stripe dashboard instead, then check the student's Enrolled courses card and unenroll them if the course is still listed.

Refund an order

A refund is always issued on your own payment account, because that is where the money is. Prolaud charges nothing for one.

Refund a Stripe order

Open Storefront in the sidebar and click Orders.
Find the order. Search by customer, product or order ID, or filter by status.
Click Refund on its row. Only an order with the status Paid can be refunded.
In the Refund this order? dialog, click Refund + revoke access.

The full amount is refunded on your Stripe account, the buyer's access is removed immediately, and the order's status changes to Refunded. The dialog tells you what to expect: the money usually reaches the buyer within 5–10 business days.

This cannot be undone from the Orders screen. To give the buyer access again they buy again, or you enroll them yourself from their student profile.

Refunds made in your Stripe dashboard

You can also refund a payment directly in Stripe. For a storefront order, Stripe tells Prolaud through the webhook: the order is marked Refunded and the buyer's access is removed. It is worth opening the student's profile afterwards and checking the Enrolled courses card; unenroll them there if a course is still listed.

Refunds of a course bought at course checkout

A course bought from its own course page, rather than as a storefront product, is refunded from your Razorpay or Stripe dashboard. When the full amount goes back, Prolaud ends the student's access on their next page load and takes them off the course's student list. A partial refund leaves their access as it is.

Partial refunds

The Refund button always returns the full amount. A partial refund has to be made in your payment processor's dashboard. Check the buyer's access afterwards: a storefront order is marked Refunded, and its access removed, even when only part of the payment went back.

Refunds on a payment plan

Refunding the original order of a payment plan also stops the automatic collection, so the buyer is not charged another installment for a course you refunded.

Razorpay orders (India)

A payment taken on your own Razorpay account is refunded from your Razorpay dashboard, not from the Orders screen. The order then updates automatically. The India article has the details.

Connect Razorpay to get paid (India) — includes refunds on Razorpay

Does Prolaud charge for a refund?: No. Whether the processing fee is returned with the refund is your payment processor's policy, not ours.
Does a refunded student keep the course?: No. Refunding from the Orders screen removes their access at once, and the confirmation button says so: Refund + revoke access.
How long until the buyer sees the money?: Usually 5–10 business days, depending on their bank.
I can't find the order on the Orders screen.: Refund the payment in your Stripe dashboard instead, then check the student's Enrolled courses card and unenroll them if the course is still listed.