Refund or suspend an order

Refund a Memberful order, suspend it to remove member access, or complete it to restore access.

Refunding and suspending an order have different effects. A refund returns some or all of the payment, while suspending the most recent order makes the subscription inactive and removes the member’s access.

In this help article, we’ll explain how to refund an order, troubleshoot refund errors, suspend an order, and restore access by marking an order complete. All refunds are also logged in your Stripe account.

Refund an order

1. Open the order

   Open the member’s profile, select the Activity tab, and click the relevant Order #.

   
2. Start the refund

   Click Refund order.

   
3. Configure the refund

   Choose a full or partial refund and whether to cancel the associated subscription. You can also select an optional refund reason, which will be logged in your Stripe dashboard.

   

Memberful does not refund your transaction fee when you process a refund.

Troubleshoot refund errors

When you try to refund an order, you may see the Can’t connect with the payment processor error. This usually means the refund cannot be processed through Memberful.

This can happen for several reasons:

• The refund was already processed directly in Stripe.
• The member disputed the payment or initiated a chargeback.
• Your Stripe account does not have enough available balance to cover the refund.

Check the payment directly in your Stripe dashboard:

• Already refunded or disputed: No further refund action is needed in Memberful.
• Insufficient Stripe balance: Add funds to your Stripe account or wait until your available balance is high enough, then try the refund again.

Suspend an order

Suspending an order temporarily prevents the member from accessing the benefits associated with their membership. You might suspend an order when a member disputes a payment or is acting in bad faith.

Suspending the most recent order automatically marks the subscription as inactive and removes the member’s access.

1. Open the member's profile

   In your Memberful dashboard, locate and open the member’s profile.

2. Select the order

   Select the Activity tab, then click the relevant Order #.

3. Suspend the order

   Click Suspend order.

   

Memberful gives you 30 days to recover the payment before counting the subscription toward churn. If you reactivate the order during that period, Memberful marks it as paid again.

Restore access by completing the order

To reactivate a suspended order, open it and click Complete order.

Completing the most recent order marks the subscription as active again and restores the member’s access.