Since Bold Subscriptions processes your orders through its own built-in checkout, it processes your orders differently than regular one-time Shopify orders. The payment goes through your Payment Gateway that is connected to our app, and will have to be refunded in an alternate method than Shopify orders.
This article will help you by providing the correct way to refund Bold Subscription orders, as well as the information available to your customers when completing these processes.
Note: When refunding orders through Bold Subscriptions, you will be unable to automatically return the product purchased to your inventory. If you would like the inventory to reflect this change, please complete the refund then manually add that product quantity back to your inventory count in Shopify.
Refund a Bold Subscriptions Order
At any time, your customers will be able to review the Manage Subscriptions page if enabled and stop their subscription. If you are looking to only allow your customers to have the ability to cancel their subscriptions after a certain amount of orders are processed, please visit our article on Minimal Order Fulfillment Requirements for more information.
Within the Bold Subscriptions email templates option, you are able to enable this feature to be triggered when your store processes a refund for a subscribers order through the app.
If your customer cancels their subscription and would like their order refunded, please follow these steps:
- From Shopify's admin, select Orders.
- Enter the Order Number in the search bar.
- Select More Actions.
- Select Refund - Recurring Order.
- Enter the $ Amount to refund.
- Select Refund on the top right corner.
If you have incorrectly refunded a subscription order, we would recommend contacting Shopify Support before attempting to refund again correctly through Bold Subscriptions. This is important if you're using Shopify Payments or Stripe with Shopify for one-time payments and Subscriptions.
When using a different payment gateway, the money likely would not have been withdrawn - though the refund will have already adjusted the status of the order.
Transaction fees do apply differently depending on the payment gateway connected to your store. This means that the refunds are refunded differently as well depending on how that gateway processes this request.
Refunding orders via Stripe:
If you currently have Stripe connected to Bold Subscriptions, then you will receive all fees back with your customers refund. This includes our fee, and Stripe's.
For more information regarding how this process works, please see Stripe's guide to Refunding and Cancelling payments.
Refunding orders via BrainTree:
If you are currently using BrainTree to connect to Bold Subscriptions, then you will receive your transactions fees back with your customer's refund. We will deduct the fee from your commission owed when charging the credit card attached to the payment gateway.
Please visit BrainTree's Refunds, Voids, and Detached Credits for more information about how this provider handles fees and refunds. You can also contact BrainTree at 1-877-434-2894 or by emailing their Support Team.
All Other Supported Gateways:
We will always refund our fee by deducting it from the commission owed when your credit card is charged through the Payment gateway. Depending on your current Payment Gateway, the may have different ways of crediting back these charges when refunds are processed.
Please reach out to your payment gateway directly for more information on their official policy of approaching refunds, and transaction fees.
Cancel a Bold Subscription Order
When cancelling Subscription orders on your customer's behalf, we recommend completing the refund first. If you cancel the order through Shopify first, it will automatically attempt to refund the order through Shopify's connected payment gateway.
To cancel a Bold Subscription order, follow these steps:
- From Shopify's admin, select Apps.
- Select Bold Subscriptions.
- Select Subscriptions, then Customers.
- Enter the Email Address or your Customers Name to find the order.
- Select Edit.
- Select the ellipsis beside the order you want to adjust.
- Select Cancel Subscription.
- Select Confirm.
Cancelling your customers subscriptions will keep their information within the app. They can be found within the "Inactive Subscriber" status. Your Inactive Customers can later be Reactivated so they can continue with their subscription.