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How to process a refund for the customer?

If you're wanting to process a refund for customer's payment you can do that from inside your Subbly admin as well.


How to process a refund inside the admin? 

In order to process a refund you will first need to locate the problematic order which resulted as the outcome of a payment in question.

Remember, Subbly will create the order for the customer only once the transaction has gone through! You don't have to worry that some of the orders you're seeing on the admin hasn't been paid for.

So you need to navigate to Customers tab on your admin, search by the customer's name, email or the order ID and open the order slip. 

Next up, you need to click on Refund button in the top right corner of the order slip as in the picture below. 

From the contextual menu, choose whether you'd like to process a refund of the whole amount or only partially. Simply use your keyboard to enter the amount needing to be refunded.

Click OK and refund will be processed.


Processing refund from the invoice slip

An alternative to using orders for refunding would be to navigate to a specific invoice and refund the amount necessary, similar to how it's done with the orders above. For an example, please make sure to check the screenshot below for reference:


How to refund the invoice for digital products (membership products)?

Digital (membership) products can also be refunded and this is done inside the Invoices section. Refund button will be found in the same place on the order slip as you can see in the example below:


Important considerations

  • Refunding an order does not cancel associated order as well. If you'd want to cancel/archive the order at the same time you can do that as explained here
  • You can still process a refund from Stripe admin directly, but it's more convenient to do that directly from Subbly admin (no need to juggle between two apps to do this). 
  • Once refunded from the Subbly admin, it's not possible to refund the same order again (if the order has been refunded already).
Please note that, if you've processed the adhoc charge for the customer, you won't be able to process the refund through the admin for that charge (it will return a server error). What you need to do here instead is to process the refund of the payment directly through the admin of the payment processor you have connected to Subbly (Stripe or Braintree). 


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