Canceling and Refunding a Clients Subscription

Canceling a subscription and refunding an order are separate processes, providing flexibility when making changes to a customer's account. Follow these steps to successfully handle cancellations and refunds.

Canceling a Subscription and Issuing a Refund to a Student Credit Card:

    • Locate the specific member through a global search and select their name.

    • Scroll down to the Subscriptions section, click the drop-down arrow next to edit, and choose "Cancel Now."
      • Only active pass service types are displayed.

    • Optionally, send a cancellation email to the customer.
    • Navigate to Recent Orders and click "Show."
    • Select "Refund Items"

    • Adjust the dollar amount (if needed), provide a reason, and click "Refund."

    • Verify the destination is the customer's credit card.

Refunding to Union Account Balance:

    • Toggle the option to "Refund to Union Account Balance" if you choose to apply the total to the customer's account credit

    • Confirm that the destination now states "account balance."
    • Clicking the customer's bolded name will take you back to their account, where you can view the newly added credit.

Opting to refund to the Union Account Balance allows the customer to use the credit for a different pass/subscription purchase.

By following these steps, you can ensure a smooth experience for both you and your customers, building trust and loyalty in the process. Should you encounter any challenges along the way, don't hesitate to refer back to our comprehensive guide or reach out to our support team for further assistance at We're here to help you navigate the intricacies of subscription management and refunds with confidence.

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