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Documentation Index

Fetch the complete documentation index at: https://memberful.com/docs/llms.txt

Use this file to discover all available pages before exploring further.

This help article covers how to refund an order, suspend it to temporarily remove access, or mark it as complete to restore access. All refunds will also be logged in your Stripe account for easy reference.

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Refund an order

Click the order # on the Activity tab of the member’s profile.
Order number
Click the Refund order button.
Refund button
You can process a full or partial refund—with or without canceling the associated subscription—and (optionally) select a reason for the refund, which will be logged in your Stripe dashboard.
Refund order
Memberful does not refund your transaction fee when you process a refund.

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Troubleshoot refund errors

When trying to refund an order, you may get an error message that says “can’t connect with the payment processor.” This usually means the refund can’t be processed through Memberful. This can happen for a few reasons:
  • The refund was already processed directly in Stripe.
  • The order has been disputed or charged back by the member.
  • Your Stripe account doesn’t have enough available balance to cover the refund.
To resolve the issue, check the payment directly in your Stripe dashboard. If the refund was already processed or the payment has been disputed, no further refund action is needed in Memberful. If your Stripe balance is too low, add funds to your Stripe account or wait until your balance is high enough, then try the refund again.

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Suspend an order

Suspending an order prevents the member from accessing any benefits associated with their membership. For example, you can suspend an order if a member opens a dispute with their bank over their payment. Once suspended, we allow you 30 days to recover the payment before counting it toward churn. We mark it paid again if the order is reactivated by marking it as complete. Another example could be blocking a member acting in bad faith and preventing them from being able to access your content. Click the order # on the Activity tab of the member’s profile.
Order number
Click the Suspend order button to suspend the order.
Suspend order
If you suspend the most recent order, it will automatically mark the subscription as inactive. The subscription will become active again if you click Complete order.

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Complete order (Unsuspend)

A suspended order can be reactivated by clicking the Complete order button.
Complete order