Cancellation or Refund Requests
The Question
How does a customer, once they have signed up and become a member, cancel their membership (or get for a refund)?
Cancellations
If it’s Paypal, they could go into their Paypal account, and cancel their subscription themselves.
If it’s ClickBank, they can log in to their CB account, and cancel their subscription themselves.
If it’s any other payment processor or cart – like 1SiteAutomation.com, Authorize.net, Paypal Payments Pro, etc – then they have to ask you (the membership site owner) to cancel.
Refunds
Except with CB, in all other cases, they have to ask you for a refund
Action Steps For DAP Admin
Whether it’s a cancellation or a refund, log in to your Payment Processor (1shoppingcart, Authorize.net, etc), and make sure you perform the cancellation or refund there. DAP does not store any of the payment information of your subscriber. So both cancellations and refunds have to be performed at your Payment Processor.
Now that you’ve cancelled the actual charging of the customer at the payment processor level, you have to also take care of the customer within DAP – only for refunds.
Cancellation Of Ongoing Subscription in DAP
If this is the cancellation of an ongoing subscription, then no action required within the DAP Dashboard as far as the User is concerned. DAP already does “Pay As You Go” processing – which means, their account will automatically expire at the end of the current recurring period (eg., end of current month). The “Access End Date” of the user’s access to the Product will automatically expire if no new payments come in. And then they’ll automatically lose all access to the content that is part of that Product.
However, if this is the cancellation of a “trial”, where if the user comes back and signs up again for another trial a few weeks or months later, then you want the user to start all the way AT THE BEGINNING. So if it’s the cancellation of a “trial” then you must manually remove the user’s access to the product. So for that, follow the process below.
Refunds (and Cancellation of Trial) in DAP
If it’s a refund of the entire purchase, then…
- Search for that user by email on the “Orders” page, which will bring up their Order (a.k.a “Transaction”)
- Click on the “Refund” button on that screen. That will create a new negative transaction in the Orders table. Then it also roll-backs any affiliate commissions earned on that sale and make a negative entry in the database for that affiliate. Then it rolls back user access by the number of days entered in one of the “Recurring Cycles” entered on that Product’s page (depending on how far along they were in as a member).
- Now search for that user by email on the “Users > Manage” screen. Make sure that they no longer have access to the Product.
If it’s a refund of just one recurring payment from among a series of subscription payments, or the cancellation of a trial, then you can go into the “Users > Manage” screen, search for the user, and do a “Rollback Access for Selected User(s) to the Product by 1 Recurring Cycle“.
For a big-picture view, also see Cancellations & Refunds
