Log into Showthemes Dashboard: https://www.showthemes.com/wp-admin/


STEP ONE – Cancelling Subscription(s)


  • Select Users and search for the email address. Ensure that there is a dash (✔) under Active Subscriber?
    Additional information: Sometimes the client has already cancelled the subscription.
    That's visible whenever the profile includes "Pending Cancellation" (no checkmark) means that he cancelled his subscription (meaning he won't be charged next year) and/or if he wants a refund, he already cancelled his subscription himself and wants a refund on his most recent purchase.

  • If it shows an active membership, then select Switch To to impersonate the user.
    Under MY ACCOUNT select recent orders and click on each Order i.e. #20190411-20182660
    Scroll down to the Subscription # i.e. #20181005 and click on it and select Cancel.
    The status should change to Pending Cancellation.

  • Scroll down to the bottom of the page and select Switch back to your username. This will bring you back to your Admin account. You will likely get a message at the top ‘Invalid order. My account – just select Showthemes >Dashboard from the top menu to get back into your Admin account.


STEP TWO – Deleting Affiliate Commission


https://www.showthemes.com/wp-admin/admin.php?page=aff_sales
Select WP Affiliate > Sales/Comm Data and control find the username/email. If it’s there select Delete.
This deletes the affiliate commission for that sale. If it is not located, there was no commission. (Note: this step is only required for NEW sales and not recurring sales.)


STEP THREE - Refunding


  • Select WooCommerce > Orders and search for the email address and click on the latest purchase. Select the Refund button.

  • Input the exact amount of the payment and under Reason for refund, input Requested by member (or another reason if there is one) then select Refund via Stripe https://www.screencast.com/t/Jn4cmNPy. If they paid by PayPal, you will need to log into PayPal to refund the purchase (unfortunately, this used to work in Woo Commerce but I think when the URL was moved, this functionality was deprecated. We can put in a You Track number should we receive a lot of requests.

  • Respond to the ticket with this canned response under Refund Request Responses > Refund ISSUED (only used AFTER the refund has been performed).

  • Double check the tags in the ticket to ensure they are classified as Refund Request and Cancellation.

  • Mark the ticket resolved.

  • In the About Section, input the current date issued refund – membership expired i.e. May 01/20 issued refund – membership expired. Save.

  • Note: You can check if the refund was done checking stripe.