Draft for legal and processing-partner review. This document is not in effect, has not been approved by counsel or any payment provider, and does not create binding obligations. Bracketed items are unresolved and are tracked in the Launch Decision Register.
Refund and Dispute Policy
Version 0.1 — Effective date: not set
1. Scope
1.1 This policy explains how refunds and disputes are handled through Orion Payments. It separates six situations because they have different causes, decision-makers and rights:
- Product refunds (merchant to customer)
- Platform subscription refunds (Orion to merchant)
- Card disputes and chargebacks
- Duplicate payments
- Overpayments
- Failed settlements
1.2 Nothing in this policy limits a customer's rights under consumer protection law, card network rules or the merchant's own published refund policy. A payment method — including a blockchain transfer — is never by itself a reason to refuse a refund that is otherwise owed.
2. Product refunds
2.1 The merchant is the seller and decides product refunds under its published policy and applicable law.
2.2 Process in Orion: request → authorization → submission to provider → pending → completed or failed → customer notification → reconciliation.
2.3 A refund cannot exceed the amount captured less refunds already made or in progress. Each request carries an idempotency key so a retried request does not create a second refund.
2.4 Stablecoin refunds are sent to a destination the customer has confirmed, not automatically to the address the payment came from (which may belong to an exchange or intermediary). Network fees and the treatment of exchange-rate movement must be stated in the merchant's policy.
2.5 Whether provider processing fees are returned on a refund depends on the provider's terms and the Commercial Fee Schedule.
3. Platform subscription refunds
3.1 If Orion charges merchants platform fees, refunds of those fees are governed by the Commercial Fee Schedule. No platform fees are currently set ([Fees to be set following partner and merchant review]).
4. Card disputes
4.1 A customer can dispute a card payment with their card issuer. The provider notifies Orion and Orion notifies the merchant with the reason, amount and evidence deadline.
4.2 The merchant submits evidence using the checklist in the portal (for example, proof of delivery, customer communications, the refund policy shown at checkout). Orion records each submission.
4.3 The decision is made by the card issuer and card network through the provider — not by Orion.
4.4 If the deadline is missed, the dispute is usually decided for the cardholder. The resulting financial adjustment is shown against the payment.
4.5 Receiving settlement in stablecoins does not remove card dispute obligations.
5. Duplicate payments
5.1 Orion prevents one payment from satisfying more than one order and flags any second successful payment for the same order as a duplicate. Duplicates should be refunded promptly through the refund process.
6. Overpayments
6.1 Stablecoin overpayments are refunded through the refund process to a verified destination. The merchant must not keep an overpayment unless the customer agrees.
7. Failed settlements
7.1 If a provider reports a failed settlement, Orion records the exception, notifies the merchant and works with the provider to resolve it. Funds held by the provider remain subject to the provider's terms. Orion does not guarantee settlement.
8. Contact
8.1 Merchants: use the portal or [Support email to be confirmed]. Complaints follow the Complaints Policy.