Since we are a DRM free website that supports downloading from your browser, we can not track time spent in a game so we can't have the same automated process other platforms might have. We try our best to make sure everyone comes out happy in the end, we'll typically ask what the issue was with the purchase before granting a refund. If necessary, we'll loop in the developer of the game to offer support directly in the email thread.
If a seller wants to issue a refund, there currently isn't a place in their dashboard to do it, they'll need to contact us to initiate it (please provide a purchase ID).
Developers/sellers can view what payments have been refunded on their account on this page: https://itch.io/dashboard/purchases?refunded (You must be logged into the right account to see them). If the payment delivered any external keys (like a Steam key), you can click the transaction and access the key so you can disable it.