Manage Refunds

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What You’ll Learn

How to manage the refund process from your Dashboard:

• Review and process refund requests
• Understand refund types and policies
• Track refund status
• Handle subscription cancellations with refunds

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Refund Types

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Step 1: Review Refund Requests

Customers can submit refund requests through the Customer Portal. These appear in your Dashboard.

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Step 2: Process Refunds

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Approve or Reject

For each refund request, you can:

• Approve: The refund is processed and the customer is notified
• Reject: The request is declined with an optional note to the customer

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What Happens After Approval

1. The refund amount is deducted from your balance
2. The customer receives a refund confirmation email
3. Funds are returned to the customer’s original payment method
4. The payment status updates to reflect the refund

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Step 3: Track Refund Status

Refund tickets go through these statuses: You can filter and track all refunds in the Payments section of your Dashboard.

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Refund Policies

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Setting Expectations

We recommend establishing clear refund policies and communicating them to customers:

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Subscription Refunds

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When a Subscriber Requests a Refund

For subscription products, consider these options:

1. Refund + Cancel: Refund the current period and cancel the subscription
2. Refund only: Refund the current period but keep the subscription active
3. Cancel only: Cancel the subscription without a refund (customer keeps access until period ends)

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Recommended Approach

For most cases, refund + cancel is the cleanest approach. The customer gets their money back, and the subscription is terminated.

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Business Scenarios

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Scenario 1: Digital Product Refund

Customer says: “The course didn’t cover what was advertised.” Recommended action:

1. Review the refund request in Dashboard
2. If within your refund window (e.g., 7 days), approve the full refund
3. Customer receives confirmation and funds are returned

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Scenario 2: Subscription First-Month Refund

Customer says: “I didn’t realize I’d be charged after the trial.” Recommended action:

1. Approve the refund for the first payment
2. Cancel the subscription
3. Consider improving trial-to-paid communication

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Scenario 3: Partial Refund for Service Issue

Customer says: “The service was down for a week.” Recommended action:

1. Calculate the proportional refund (e.g., 25% for 1 week of a month)
2. Issue a partial refund
3. Optionally extend the current period as a goodwill gesture

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Going Further: Code Integration

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Webhooks for Refunds

If you use webhooks, you can automate post-refund actions:

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API Refunds

For programmatic refund processing, see the API Reference — Refunds.

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Best Practices

1. Respond quickly: Review refund requests within 24–48 hours
2. Be fair: When in doubt, lean toward the customer’s side
3. Keep records: Document the reason for each refund decision
4. Learn from patterns: If many refunds cite the same reason, fix the underlying issue
5. Communicate clearly: Always explain refund decisions to customers

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Checklist

• Refund policy established and communicated
• Customer Portal enabled for self-service refund requests
• Refund review process in place for your team
• Webhook events configured for refund notifications (if using code integration)
• Refund policy displayed on checkout/product pages

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Next Steps