Refunds and failed payments
Where refunds are handled depending on how a member paid, and what to do when a payment fails.
Start by checking how the member paid. Open their profile from Members and look at their payment history.
Refunds
- App Store or Google Play: the App Store and Google Play handle refunds for purchases made through them. If a member asks you for one, let them know the request goes to Apple or Google.
- Your payment processor: refunds are issued from your payment processor account, under your own refund policy. If you're not sure how to reach it, contact your account team.
Failed payments
A payment can fail when a card expires or is declined. Apple and Google collect App Store and Google Play payments, so a member who subscribed that way updates their payment details with them.
For payments through your payment processor, what happens next depends on how your processor is set up. Contact your account team if you're not sure how yours works.
Either way, a short, friendly message asking the member to check their payment details often sorts it out.
Tip
Billing shows your payments, and the Activity feed shows them as they happen.
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