Refund or Cancel Subscriptions

1. From the Ivorey main menu, go to Payments > then along the top menu bar, click on [Transactions] ​

2. Click the 3 dots of the clients name you need to refund > then click [Refund]

3. Enter the amount you want to refund the client for into the [Amount] field. Here you can select to refund the full amount or give a partial refund based on the amount you enter​

4. You can add any notes in the [Notes] field if that's relevant, otherwise you can leave this blank​

5. Click [Refund] to finalise and process the refund. This will then update the status in your transaction tab to 'Refunded' or 'Partially Refunded' depending on the amount you entered in the Refund Payment box

1. To cancel a subscription, from the Ivorey main menu, go to Payments > then along the top menu bar, click on [Subscriptions]

2. Click the 3 dots of the clients name you need to cancel the subscription for > then click [Cancel Subscription]

3. You will then be prompted to confirm that you want to cancel this subscription, to proceed with the cancellation please click [Yes, Cancel]. This will then update the status in the subscription tab to 'Cancelled’​

All the successful/failed attempts to process refunds will be placed under the Transaction details page. This will help keep track of the refunded amounts within a specific transaction. To access the transaction details page, click the 3 dots of the transaction and click [View Transaction]

Yes, you can process multiple partial refunds for a single transaction if the cumulative refund amount does not exceed the original transaction amount.

Yes, Google Pay and Apple Pay transactions and card payments can be refunded from the platform. This will refund the amount with the bank account associated with the corresponding bank account associated with Card or Google/Apple account.

The time it takes for a refund to appear in a customer's account can vary depending on the payment provider and the customer's bank. Generally, the refund may take four to six business days to be reflected in the customer's account.

There is typically no fixed limit to the number of refunds you can process daily. However, it's essential to check with your payment provider to confirm if they have any specific limitations or requirements for processing refunds.​

• Stripe: The subscription status and payments received will remain in sync with what is happening in your Stripe dashboard. For example, if you cancel the subscription on Stripe, it will reflect as Canceled in your subscriptions list as well. All the upcoming payments received will also remain in sync with your Stripe dashboard.
  

• Paypal: The subscription status will not remain in sync if the subscription was created on Paypal. Also, in case the subscription was created on Paypal, the subscription details will as of now not capture the upcoming payments as well. The subscription entry will get created though for you to track the subscriptions that got created via Paypal.

If you have your Billing & Subscriptions turned on in your client portal settings, your clients will be able to cancel their subscriptions themselves by logging into their client portal and navigating to the Billing and Subscription page. To turn Billing & Subscription access on or off, please refer to our Client Portal Permissions guide for the detailed steps.