When we receive a refund request, send one of the following confirmation responses (which differs dependent on the text in the ticket). The canned responses are saved under the Refund Request Responses folder. It’s best to always check when the product was purchased before responding.


  • Refund Request for New Purchases – this would be used if you check the membership area and see that the registration date/purchase date is within the last 60 days. There is no need to inform them that they will lose access to support/downloads nor ask them to confirm because a refund means that this is implied.


  • Refund Request for Recurring Payments – you will recognize these when a user indicates that they just received an invoice and didn’t realize it was an annual payment, or forgot to cancel their membership, etc. This canned response outlines that they will lose access to downloads/updates/support (so they have a chance to change their mind … 9 times out of 10 they don’t).


  •  If the member says I no longer have a website or I stopped using this service/plugin/are angry, etc. tweak the response by deleting this paragraph: Please Note (if you want to continue to use our plugins): Once your refund is issued, your membership account will expire and you will no longer have access to updates/downloads and the ability to submit support requests. Please ensure you download and save the most current zip file(s) should you run into website issues at any time and need to re-install it. Thank you. This also prevents them from getting further annoyed with us.


  • Refund Requests for Duplicate Payments – this is self-explanatory but be sure to check payments first to ensure there are two. For Stripe, you will see both payments listed on the same date. For PayPal, you can do a search in Freshdesk to see if there are two notifications.


  • Refund Requests for Discount Coupon Code not applied – this can be used for NEW purchases only. Also, if the membership had expired and they renewed and were charged our current price i.e. $99 for NextGEN Pro or Photocrati Pro, this can be used as well. If the member is looking for a discount and already has a discounted price from a previous plan, they are not entitled to a further reduction. For example, if they paid $67 as their regular annual recurring charge, they are not entitled to the SAVE30 coupon as they are already paying less than new customers are paying.  You can also use the canned response in the Billing / Troubleshooting folder if you want to be more specific entitled ‘Member could not apply discount code when renewing in the membership area’.


Tags: Refund Request, Cancellation

(for partial refunds and duplicate payments, use the Partial Refund tag and not Refund Request and do not apply the Cancellation tage)

Type: Billing

Complete Plugin Reference / Theme Reference fields

Assign to: Alice

Status: Pending


Refunds are not processed immediately (unless someone writes in and wants to change what they purchased). 


The reason we do not process refunds right away is three-fold (but please do not share this with the members):

  • We want to keep our PayPal and Stripe account balances in the green, and this is taken into consideration when bank transfers are made.
  • We can only process 3 refunds per day per product.
  • It also gives us lots of time to process refunds and allows us to exceed customer expectations.


Should we have excessive refund requests (and this periodically happens) these parameters can temporarily be modified. It is a judgment call dependent on our financial balances.