Introduction
At Cademy, we understand that plans can change and sometimes cancellations and refunds are necessary. We've made managing these situations easy for you and your customers. This article provides a detailed guide on handling refunds and managing your cancellation policy.
Managing Your Cancellation Policy
As a Cademy service provider, you have the power to control whether customers can cancel their bookings and orders themselves. To do this, you need to navigate to the Settings → Cancellation Policy page.
Here, you can enable or disable the customer's ability to cancel their order. If you choose to allow customers to cancel their booking, you can also set an advance notice period before the event takes place within which customers are allowed to cancel. If cancellations are enabled, the customer will see the option from their booking page in their profile.
Cancelling & Refunding Orders from the Admin Dashboard
To cancel and refund an order from the admin side, follow these steps:
Click on an order/booking
Click on the price dropdown
Click the 'cancel & refund' option in the menu
Confirm your intention
Done.
Refund Times & Fees
For Stripe Payments
When you cancel an order paid via Stripe, the customer will receive a full refund of the amount they originally paid. However, Stripe does not return the original transaction processing fee to you. Refunds typically take 5 to 10 days to reach the customer’s account, depending on their bank.
For PayPal Payments
When you cancel an order paid via PayPal, the customer will receive a full refund of the amount they originally paid. However, PayPal does not return the original transaction processing fee to you. Refunds typically take 7 to 10 working days to appear in the customer’s account.
Partial Refunds
Currently, there's no straightforward way to issue partial refunds directly through Cademy. However, there are possible workarounds directly through Stripe or PayPal.
Partial Refunds for Stripe
To issue a partial refund on a Stripe payment, follow these steps:
Log into your Stripe dashboard.
Search the customer's email or booking ID in the Stripe search bar at the top of the page.
In the list of results, find the payment you're after.
Click the
...button at the very right of the transaction row.Click the
Refundoption.
In the pop-up dialog, enter the amount you wish to refund and confirm.
Partial Refunds for PayPal
To issue a partial refund on PayPal:
Find the transaction in PayPal's Activity area & click on the name of the payer.
Click the "Refund this payment" option
Enter the amount you wish to refund and click on "Issue Refund"
