Refund or retry a payment

You can refund and retry card (Stripe) payments from the admin app. You need the membership (read and write) role, or admin.

Open the member’s payments

1. Open Finance → Subscriptions.
2. Set Payment provider to Stripe, search for the member, and click Search.
3. Click ⋮ → Payments on their subscription.

You’ll see every payment for that member’s billing account, including other subscriptions and one-off payments.

Retry a failed card payment

1. Find the failed payment. It has a red failed label and the reason it failed.
2. Click Retry.
3. Check the amount, then click Retry payment. The member’s saved card is charged again.
4. You’ll see “Payment retried successfully” with the amount collected.

Tip

If the card is still declined, send the member a link to update their card first: ⋮ → Update Payment Method. Then retry.

Refund a card payment

1. Find the payment and click Refund.
2. Choose Full refund (remaining balance), or Partial refund and enter the amount.
3. Optionally add a Reason (up to 500 characters).
4. Click Confirm refund.
5. You’ll see “Refund succeeded” with the amount.

The money goes back to the card the member paid with.

Caution

A refund can’t be undone. If a refund fails and you click Retry refund, the member is not refunded twice.

Direct Debit (GoCardless) payments

You can see Direct Debit payments in the admin app (⋮ → Payments), but refunds and retries are done in your GoCardless dashboard.