Orders, payouts and refunds

Where the money goes when a buyer pays, when it becomes fully yours, and how problems are resolved.

Updated August 16, 2026

When a buyer pays

Direct checkout charges the buyer’s card and sends your share — the item price plus any shipping the buyer paid, minus the payment fee — straight to your connected Stripe account at the moment of checkout. There is no waiting for a marketplace to remit weeks later.

When it becomes fully yours

Every sale carries Closo Buyer Protection: the buyer has 3 days after carrier-confirmed delivery to report a problem. Once that window closes, the order is confirmed — you get a “Payout confirmed” notification and the sale is complete. If you bought a Closo label on the order, its cost is settled from the payout at this point.

Refunds and problems

If a buyer reports an item that never arrived, arrived damaged, or is not as described, Closo reviews it. When a refund is due, the buyer gets their money back on the original card, and your share of that order returns from your Stripe balance. Orders you refund never reach a confirmed payout.

Do I need a Stripe account?
Yes — payouts go to your connected Stripe account, the same one your other Closo payouts use. Connecting takes a few minutes in the cabinet if you have not done it yet.
Where do I see my Direct orders?
My Shop → Orders. New orders arrive there with the buyer’s shipping address and the Get shipping label button.
What does the payment fee cover?
Card processing on the buyer’s payment. It is itemized on every order, so what you see is exactly what you keep.