Refunds are issued from any list where a payment appears in the web dashboard. Stripe returns the money to the client's original payment method.
Refund a payment
- Find the payment. It appears in Payments → Overview (recent payments), a package's Money in & out list, the subscriber drawer's payment history, or the client profile's payment history.
- Choose Refund payment.
- Pick Full refund — or Refund remaining, if part of it has already been refunded — or Partial refund and enter an amount. The modal shows how much of the payment remains.
- Confirm.
Stripe issues the refund to the original payment method, and the client's bank notifies them when the funds settle. The invoice's status in your payment history becomes Refunded or Partial refund.
Refund rules
| Rule | Behaviour |
|---|---|
| What's refundable | Successful payments only, full or partial |
| Partial cap | Up to the amount not yet refunded |
| Balance check | Blocked if your Stripe balance can't cover the refund |
| Destination | The buyer's original payment method |
| Subscription | Refunding does not cancel the subscription |
Cancel the subscription separately
A refund only returns money for one payment. The subscription keeps billing on its normal schedule. If the client is leaving, cancel their subscription as a separate step from the subscriber drawer, the Subscriptions row menu, or their profile's Payments tab.
Things to watch out for
- The refund button can be blocked. That happens when the payment is already fully refunded, or when your Stripe balance is too low to cover it — a check that stops your account going negative. Once more funds have settled, the refund goes through.
- Refunds don't return a coupon redemption. Redemption counts only go up, so a refunded purchase still counts against a capped coupon.
- Refunds are web-only. Like everything else in Payments, they're not available in the coach mobile app, and team members can't see the Payments menu at all.