Contents

Chapter 4. Understanding PaddleSubs

Refunds and Chargebacks

You refund customers in Paddle, not in PaddleSubs. Paddle tells your site about each refund and chargeback, and PaddleSubs works out how much of the transaction is left:

  • When a refund is approved and nothing of the transaction is left, its Access Subscriptions are ended at once, the groups are removed, and the customer is emailed. A refund still waiting for approval changes nothing.

  • Ending access keeps the dates it was bought with and records when it was withdrawn: the Access Subscription is unpublished, and one that had not started yet (a renewal bought ahead) is no longer pending, so it never starts. The Access Subscriptions page shows Withdrawn: and the date under its dates, and the customer's own page shows it ending that day. Later purchases don't stack behind it, it gets no expiry reminders, and a license's valid_until counts it only up to that day. A window that had already ended is unpublished too, without a withdrawal date.

  • A partial refund, such as a goodwill credit, leaves access alone.

  • A chargeback, or Paddle's warning that one is coming, ends access the same way as a full refund, dated when Paddle recorded the chargeback. If it is later reversed in your favour, the access is published again if its window is running, and the customer is emailed again. A window that starts later is pending again, and published when it starts.

For licensed products, a refunded license keeps its sites bound but inactive, so that software using it stops being licensed while nobody else can take the site.