Andrea Barrios's Avatar

Andrea Barrios

19 Nov, 2019 11:35 PM

We offer an annual subscription and our customers can decide to change to a monthly plan whenever they want.
When the user changed from annual to monthly they asked for a refund of the money left, however, this is automatically added as a credit in their subscription. How can I add cancel this credit? They requested a refund instead.

thank you

  1. Support Staff 1 Posted by Meghan Turner on 20 Nov, 2019 04:49 PM

    Meghan Turner's Avatar

    Hi Andrea,

    If the customer's invoice with the credit is still pending, you can remove the credit by visiting the customer's profile in your Cheddar dashboard and selecting the pending invoice from their invoice list. You should see a little green pencil icon next to the credit. Select that and delete the credit. Then visit the Paid invoice for the annual subscription fee to issue a refund.

    You may want to try to do the refund before removing the credit because sometimes credit card companies will not allow a refund if it's been more than a few months since the initial transaction. If that's the case, the refund will result in a transaction decline. If you can't issue a refund, you may want to leave the credit in place.

    Let me know if you have any other questions!


  2. 2 Posted by Andrea Barrios on 25 Nov, 2019 08:03 PM

    Andrea Barrios's Avatar

    thank you!

  3. Meghan Turner closed this discussion on 27 Nov, 2019 04:36 PM.

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