Issuing refunds, Canceling Subscriptions & Ongoing Payments, and Re-Sending Receipts

Any action pertaining to issuing a refund, canceling a subscription, managing a subscription and re-sending receipts must be completed through a browser, and cannot be done through the iOS app.

A customer's entire transaction history can be viewed by clicking on that subscribers's profile from the Contacts portion of the Hype dashboard. To get there:

1. Click the Contacts icon in the navbar located on the left side of the website or use: https://dashboard.hype.co/contacts

2. Search for the subscriber in the search bar located just above the Contacts table.

3. Select the desired subscriber from the table, their contact page will pop up.

4. Scroll down to the Account section.

Issuing A Refund

To issue a refund for a specific payment:

1. Navigate to the subscriber’s profile under the “Contacts” section. Use the search tool at the top of the “Contacts” page to more easily find a specific user.

2. Click on the subscriber to enter their profile.

3. Enter the Activity feed by clicking the three dots next to the payment in question.

4. Click ”Issue Refund” and choose the amount of the payment to refund in the pop-up window.

• Please Note: If a subscriber has initiated a dispute with their bank, that payment CANNOT be refunded unless their bank denies the dispute*.***

• Please Note: Hype will refund the application fee associated with a payment (pro-rated for partial refunds), but Stripe fees are not returned. The fees to cover Stripe's portion of what is refunded to users will come from the connected business account funds. For more information on application fees: https://hype.co/pricing

Canceling a Subscriber’s Subscription

1. Click into the Membership overview to view the subscriber options.

2. If the subscriber wishes to cancel the subscription, click on the three dots and select Cancel subscription plan:

3. Within the popup window, set the date the subscription will expire.

OR

Choose to end the benefits of the subscription immediately. There is also an option to refund the last payment of the subscription.

Re-Sending Receipts

To resend a subscriber a receipt:

1. Navigate to the Contacts tab, search for and select the subscriber.

2. Click on the subscriber record to see the expanded details.

3. Under the Activity section at the bottom of the subscriber's profile, click on the icon with three dots.

4. Select ”Email Receipt”.