Manage Refunds and Cancellations

Articles

Canceling Your Customer's Subscription
You are able to cancel and deactivate subscriptions manually when a customer contacts you by phone, email, or in person and asks to discontinue a service or upgrade to another service. Automation Warning!  These instructions will help you tur...
Void A Payment
You generally void a transaction when a customer cancels an order right away, makes duplicate purchases in error, or asks to change their method of payment. You can only void pending transactions - the ones that have not yet been settled by your mer...
Issue A Refund
You will refund a customer payment when these 2 circumstances are true: The payment was processed through one of the merchant accounts you have linked to Infusionsoft The payment has settled and is no longer a pending charge in the merchant accou...
Issue A Credit Or Apply A Price Adjustment To An Order
You will generally issue a credit or apply a price adjustment against an unpaid order balance. If the customer has already submitted a full or partial payment, then you will need to issue a void, refund, or manual refund. If the credit or adjustment...
Issue A Credit For A Recurring Payment
You may need to issue a credit against future recurring subscription billing as part of a special incentive to customers or as part of your subscription program retention efforts. Issuing a credit will decrease the amount of a future payment or caus...
Manage Chargebacks
A customer may initiate a chargeback when they think you have charged their credit card in error. The dispute may be the result of a stolen credit card, service issue, fulfillment error, or the customer just forgot. It's also possible that the c...
Change The Next Bill Date For A Subscription
A subscription product involves recurring billing based on the cycle you established when creating the product record. The next bill date is established based on this billing interval. Customers may occasionally ask you to change the next bill date ...
Balance A Customer's Account That Was Refunded Outside Of Infusionsoft
When you manually refund a payment, the refund is recorded in Infusionsoft, but you must handle the financial end of the transaction outside of Infusionsoft. You will need to manually record the refund if: The refund has been issued from the merch...
Refunding Options In Infusionsoft
The three available refund options are: Void , Refund , and Manual Refund . In Summary: Void the payment when the transaction took place on the same day of the refund request. Refund the payment when you want to return funds from your account...