Refunds and payments

Issue a refund

Only refund in line with the OHS refund policy.

1. Ask the member to cancel their subscription first (see Cancel a membership).
2. Confirm it shows Cancelled next to their name in Stripe.
3. Log in to Stripe.
4. Click Transactions in the left sidebar.
5. Locate the correct transaction and click it.
6. Double-check it is the right one.
7. Click Refund in the top right.
8. Confirm the refund.
9. Email the member to confirm the refund has been processed back to their original payment method.

What happens when a payment fails on renewal?

Payments can fail for many reasons, including:

• Insufficient funds
• Expired card
• Lost or cancelled card
• Banking error or maintenance
• Suspected fraud

Stripe uses smart retries to try payment again automatically over several days. Stripe handles the communication with the member.

Manage the emails Stripe sends customers

Edit the automatic emails Stripe sends (payment failures, renewal reminders, etc.) at your Stripe billing settings page.