Need to cancel a member's subscription or issue a refund? Look no further - here, we'll go through the steps you need to take for canceling or refunding a member.
To learn how to cancel or refund an order, please go to How to cancel and refund orders?
One important distinction to note between canceling or refunding:
- Canceling a subscription will cancel and refund that subscription - you will have the option of canceling immediately or canceling after the end of the subscription period. Similarly, you can select if you want a full refund, a prorated refund, or a custom refund amount.
- Refunding a subscription will not cancel it. You will have the option of a full or partial refund.
Canceling a member's subscription
1. To cancel a subscription, within your Fourthwall dashboard, go to Memberships > Members, search for the member you wish to cancel the subscription for, and click on their name to see more details.
2. Once you are on that member's page, you will see three dots in the top right corner. Click on there to open the option menu, as you see in the image below.
3. Once you click "Cancel subscription", that will pop up the cancelation modal (see image below). Here you have a few options to select from:
- Do you want the cancelation to remove that member's access at the end of their current cycle or immediately?
- As part of that cancelation, do you want to refund the full amount the member paid, a pro-rated based on days left on their current cycle, or a custom amount? During cancelation, you can only refund the latest payment. If you like to refund older payments, you would need to do refunds of those after cancelation.
4. After selecting between the options, click "Confirm cancellation and refund $X" to complete the cancelation. Please note that once this has been issued, there's no way to reverse it. The member would need to re-subscribe.
5. If you selected to remove access immediately, you will see that member's access badge change to "Former member". If you selected to remove access at the end of the cycle, you will see that member's access badge change to "Expiring member".
Refunding a member's subscription
1. To refund a subscription, within your Fourthwall dashboard, go to Memberships > Members, search for the member you wish to cancel the subscription for, and click on their name to see more details.
2. Once you are on that member's page, you will see three dots in the top right corner. Click on there to open the option menu, as you see in the image below.
3. Once you click "Issue a refund", that will pop up the cancelation modal (see image below). Here you have a few options to select from:
- Which transaction do you want to refund? You can select the most recent one or prior subscription payment. You can only select one at a time, but you can redo this process as needed to refund multiple subscription payments.
- Of that transaction you selected to refund, do you want to refund fully, a pro-rated amount or a custom amount?
4. After selecting between the options, click "Refund $X" to complete the refund. Please note that once the refund has been issued, it cannot be undone.