Some customers miss the opportunity to enter a coupon code during the checkout process and will reach out to you to request that the coupon be applied retroactively. To do this, you're likely going to have to provide a refund for the original transaction and before you do that, we'll warn you that refunds with payment providers can be messy.

Having trial periods with your subscriptions gives you a bit more flexibility to add coupons if a customer misses claiming one during the initial checkout.

Bundles and Content

You can't make purchases for bundles and content on behalf of your customers, so if they want to apply a coupon to a bundle or content purchase, you'll need to either:

  • Do a partial refund for the coupon amount (Stripe only).
  • Do a full refund and ask them make the purchase again with the coupon code.

Subscriptions

For subscriptions:

If you're not using Stripe and can't do partial refunds, it's going to be a bit tricky. You'll need to do the full refund, and then add the subscription with the coupon applied. However, the date that their subscription started to the date you made the refund will essentially be free for the customer. So if too long has passed since they made the purchase, it might be best to simply say you can only apply the coupon going forward.

If the subscription has a trial period and the customer has not been charged for the yet, you can always manually apply a coupon before they are charged.

Partial Refunds

You can "apply" the coupon by doing a partial refund for the coupon amount. This doesn't actually use the coupon, it just gives them the value of the coupon back to them. To provide a partial refund, the customer must have paid with a credit card processed by Stripe. Unfortunately, partial refunds cannot be processed through Uscreen Payments. If you're in that situation, you'll need to do a full refund.

Stripe payments will be listed on the transaction invoice and you will be able to see the transaction in Stripe where you can provide a partial refund.

If you make a refund in Stripe, know that this transaction lives completely outside of Uscreen. The invoiced amount, your MMR, your customer's transaction history view will not reflect this refund. Basically anything that references that invoice amount will be a little off in its totals.

Full Refunds

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Navigate to the customer you want to make a full refund for under People > People and click Edit. Under the Invoices tab you can click the Invoice Number and on the next page click Refund.

Some payment providers will mark the 2nd transaction as potential fraud because it is too similar to the original transaction. This may delay payment for several days which could result in the account being on hold. If a the bank declines the charge, the customer can update their payment information to a different credit card so that that transaction can be completed and access restored.

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