Refund a membership payment

There are lots of reasons to refund a member: a duplicate membership, a renewal they didn't mean to keep, or a goodwill gesture after a site closure. You can refund the unused part of a membership yourself when you cancel it, and our team can take care of any other refund for you.

Refund the unused time when you cancel

To cancel a membership and refund the time the member hasn't used yet:

1. Search for the customer using the magnifying glass in the top-right corner
2. Select the membership under Membership Subscriptions
3. Click Manage
4. Select 'Cancel now with refund'

This ends the membership straight away and refunds the unused part of the current billing period, so the amount will be less than the member originally paid.

Other membership refunds

Our team can process any other membership refund for you, including:

• A full refund of a membership payment
• A partial refund, with the membership staying live
• A single monthly or renewal payment on a continuous membership
• A sign-up fee
• Topping up a pro-rata refund to a full refund
• The same refund for a group of members, for example if you have to close a site. We can help you work out the amounts

What to send our team

Email help@eola.co with:

• The member's name and email address
• The membership, and which payment the refund is for
• The amount to refund
• Whether the membership should stay live or end

If the membership should end, cancel it first using 'Cancel now without refund', then email us and we'll process the refund.

Moving a member onto a cheaper membership

If a member is on the wrong membership, transfer them rather than cancelling. Open their subscription, click Edit, choose the new plan from the dropdown and click Change subscription. Then let us know and we'll refund any difference they've overpaid.

Good to know

• Refunds usually take 5 to 10 working days to reach the member, depending on their bank
• Refunds go back to the card the member paid with. If that card has since been replaced, their bank will pass the refund on
• Refunds are deducted from your available balance before your next payout

Helpful tips:

• Check the customer's page for a second membership before refunding, as duplicates are a common reason for unexpected payments
• To stop a membership renewing without a refund, use 'Cancel at end of cycle' so the member keeps access for the time they've paid for
• If a member needs a break rather than a refund, you can pause their membership instead

Related guides

• Cancel a membership
• A customer has been charged twice for their membership
• Pause a membership