Refunds and cancellations
How to refund a payment, whether that removes access, and what happens when someone cancels.
- stripe
- members
- pricing
Two different things that people often confuse. A refund gives money back. A cancellation stops future charges. Doing one does not do the other.
Issuing a refund
Membership payments are refunded from Settings, in the Accept payments card. Find the charge in the payments list and use Stripe's refund control on it.
Payment link purchases and event tickets have their own Refund buttons on the purchase itself, and those refund the full amount.
When a member cancels
Members cancel themselves from their account page. They keep access until the end of the period they have already paid for, they are not charged again, and there is no automatic refund for the remaining time.
They can change their mind before that date and keep the membership.
When you remove a member
Removing someone from the Members page is more forceful and it is not reversible. Their access ends immediately, and their subscription is set to stop at the end of the period they paid for, with no refund.
If you want to give the money back too, refund the charge as well.
When a payment fails
Nobody is thrown out over one failed card. Stripe retries for a few days. Your member gets an email with a link to update their card, and you get an email telling you it happened.
Access continues throughout that window. It only ends if the retries run out, at which point the subscription ends and access goes with it.
Common questions
Can I refund part of a payment?
Yes, for memberships, through the payments list. Note that a partial refund never affects access.
Someone disputed a charge with their bank. What do I do?
You get an email with the deadline to respond, and you respond from Settings, in the Accept payments card. If you miss the deadline the reversal stands automatically. Disputed tickets and product purchases have their access removed straight away.
Do I lose the Stripe fee on a refund?
That is Stripe's policy rather than ours, and it depends on your country and the payment. Check the charge in your payments list.
How do I stop someone being charged without removing them?
Ask them to cancel from their own account page. There is no coach-side control that cancels a subscription while leaving the person as a member.