Frequently asked questions

The merchant decides product refunds under its own policy and the law. You request refunds in the portal or by API; requests are authorized and then submitted to the provider. Orion tracks each step and notifies you of the result.

It depends on the provider's terms and the final fee schedule, neither of which is set. This will be stated clearly before launch.

A customer disputes a card payment with their issuer. The provider tells Orion; you see the reason, amount and response deadline. You submit evidence, and the issuer decides through the provider. Orion records the outcome and any financial adjustment.

It depends on the reason. Typically the order record, customer communications, the refund policy shown at checkout, and proof of delivery. The portal shows a checklist for each dispute.

The dispute is recorded as expired and is normally decided in the cardholder's favour, with the amount adjusted against the payment.

Each request is checked against the refundable balance while the payment record is locked, so simultaneous requests cannot exceed the amount paid. API requests require an idempotency key, so a retry returns the original refund instead of creating another.