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Refund or Cancel Subscriptions

Written by Grace from Ivorey™
Updated over a month ago

Before You Dive In

If you need to manage payments and billing for your customers inside Ivorey™, this guide will show you how to issue full or partial refunds and cancel active subscriptions directly from your dashboard.

This guide is perfect if you want to:

  • Learn how to refund subscriptions or payments

  • Learn how to cancel subscriptions
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Note: These steps only apply to you if your clients have purchased through Ivorey™ (e.g through a funnel, payment link or invoice for example). If you have given your a client a payment link from Stripe directly, then you will need to process their refund or cancel their subscription inside of your Stripe platform, then manually remove them from your community inside of Ivorey™ .

How to Refund a Payment:

The refund processing feature allows you to issue full or partial refunds for transactions made through various payment providers, such as Stripe, Authorize.net, NMI, and PayPal. It supports refunds for Google Pay, Apple Pay, and card payments, providing a convenient way to manage refunds within Ivorey™.
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Click here for the written steps

  1. From the Ivorey™ main menu, go to Payments > then along the top menu bar, click on [Transactions]
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  2. Click the 3 dots of the clients name you need to refund > then click [Refund]
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  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
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  4. You can add any notes in the [Notes] field if that's relevant, otherwise you can leave this blank
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  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.


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Note: The refund can take up to 4 - 6 business days to process and land in the clients bank account. The refund will be debited back into the clients account they they initially made the payment with.


How to Cancel a Subscription:

The below steps will walk you through how you can cancel customer subscriptions inside Ivorey™.
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Click here for the written steps

  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]
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  3. You will then be prompted to confirm that you want to cancel this subscription, to proceed with the cancellation please click [Yes, Cancel]
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    This will then update the status in the subscription tab to 'Cancelled'.
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Note: Cancelling a subscription is effective immediately and will prevent any future payment attempts from occuring.

Frequently Asked Questions

Where will the refunded transactions be recorded?

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]

Can I process multiple partial refunds for a single transaction?

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

Are Google Pay and Apple Pay transactions supported for processing refunds?

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.

How long does it take for a refund to be reflected in a customer's 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.

Is there a limit to the number of refunds I can process daily?

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.
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Will these subscription statuses remain in sync with Stripe / Paypal?

a. 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.


b. 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.

Can clients cancel their own subscriptions?

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:

  1. From the Ivorey™ main menu, go to Courses > then along the top menu bar, hover over [Client Portal] > and click [Settings]
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  2. Click on the [App Permissions] tab
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  3. Make sure Billing & Subscriptions box is ticked if you would like members to be able to self cancel, or make sure the box is un-ticked if you don't want members to be able to cancel subscriptions from their client portal
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  4. Make sure to click the [Save Settings] button at the bottom right of your screen so these changes are updated

Need Help?

Hit the support chat widget inside Ivorey™ - we can:

  • Walk you through any of the steps

  • Troubleshoot anything that’s not working

We’re here and ready to help via the chat widget in the bottom right of your Ivorey™ account. Or if you are looking for done-for-you support, you can browse our current services here 🤍

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