What You Need to Know Before Processing Refunds
As a community owner using LaunchPass, you have full control over refund decisions for your members. LaunchPass provides the tools to process refunds, but you're responsible for setting and enforcing your own refund policies according to your community's terms and conditions.
Important: All payments and refunds are processed through Stripe, your connected payment processor.
Step-by-Step: How to Issue a Full Refund
Step 1: Access Your LaunchPass Dashboard
Log in to your LaunchPass admin dashboard by heading to LaunchPass, and clicking connect Discord, Telegram or Slack, based on whatever community you're using.
Step 2: Navigate to the Activity Menu
Click on the "Activity" section in your dashboard navigation. This displays all member transactions and payment history for your community.
Step 3: Locate the Member
Search for or scroll to find the specific member who needs a refund. You can identify members by:
Name
Email address
Transaction date
Payment amount
Step 4: Find the Charge to Refund
Once you've located the member, find the specific charge you want to reverse. Each transaction shows:
Payment date
Amount charged
Subscription or payment type
Current status
Step 5: Click "Issue Refund"
Next to the charge you want to refund, click the "Issue Refund" button. This initiates the refund process through Stripe.
Step 6: Confirm the Refund
Review the refund details and confirm the transaction. The refund will be processed immediately through Stripe's payment system.
How to Issue a Partial Refund
LaunchPass doesn't currently support partial refunds directly through the dashboard, but you can process them through your Stripe account.
Steps for Partial Refunds:
Log in to Stripe Dashboard
Go to https://dashboard.stripe.com/login and sign in to your connected Stripe account.Search for the Member
Use the email address to locate the member's payment in Stripe.Select the Payment
Hover over the specific payment you want to partially refund.Enter Refund Amount
Input the partial amount you want to refund (for example, $25 of a $50 charge).Process the Refund
Confirm and submit the partial refund.
Learn more: See the full guide on Can I Issue a Partial Refund?
Refund Processing Timeline
Standard Processing Time
Most refunds take 5-10 business days to reflect in your member's account after you process them. This timeline is determined by Stripe and the member's banking institution.
Charge Reversals (Faster Alternative)
Refunds issued shortly after the original charge may appear as a reversal instead of a traditional refund. In this case:
The original charge disappears from the bank statement
No separate credit is issued
Processing is typically faster than standard refunds
Official reference: Stripe Refund Documentation
Communicating with Members About Refunds
What to Tell Your Members
After processing a refund, inform your member:
"Your refund has been processed successfully. Please allow 5-10 business days for the refund to appear in your account. In some cases, if the refund was issued shortly after your original payment, you may see a charge reversal instead, where the original charge is removed from your statement."
Setting Clear Refund Expectations
Consider including refund timeline information in your:
Community welcome messages
Terms and conditions
FAQ or help documentation
Cancellation confirmation emails
Important Considerations
Cryptocurrency Payments
Special note: Refunds for cryptocurrency payments cannot be processed through LaunchPass or Stripe dashboards because cryptocurrency transactions are irreversible. If you accept crypto payments and need to issue a refund, you must:
Send the cryptocurrency amount back to the member's wallet address, or
Arrange an alternative compensation method (such as fiat currency refund)
Access After Refund
When you process a refund for a member:
Their access to your community will be removed according to your settings
Any active subscription will be canceled
They can resubscribe later if they choose
Your Refund Policy
As a community owner, you should:
Establish clear refund policies for your community
Include refund terms in your Terms & Conditions
Communicate policies to members before they subscribe
Apply policies consistently
Note: LaunchPass does not control or mandate refund policies—each community owner sets their own terms.
Troubleshooting Common Refund Issues
Member Hasn't Received Refund After 10 Days
Verify the refund was processed in your Stripe dashboard
Confirm you refunded to the correct payment method
Ask the member to check with their bank for pending credits
Contact Stripe support if the issue persists
Cannot Find the Transaction
Check the date range in your Activity menu
Search by member email address
Verify you're viewing the correct community (if you manage multiple)
Check your Stripe dashboard for the transaction
Refund Button Not Appearing
Ensure the charge has fully processed (not pending)
Verify you haven't already issued a refund for this charge
Check that your Stripe account is properly connected
Confirm you have admin permissions for the community
Related Resources
For Community Owners
For Members
External Resources
Need More Help?
If you're experiencing issues processing refunds or have questions about your specific situation:
Contact LaunchPass Support:
Email: [email protected]
Schedule a Setup Call:
Book a free one-on-one session with the LaunchPass team for personalized assistance.
Check the Help Center:
Visit help.launchpass.com for more articles and guides.
Summary
Processing refunds in LaunchPass is straightforward: access your Activity menu, locate the member and charge, and click "Issue Refund." For partial refunds, use your Stripe dashboard directly. Always inform members that refunds take 5-10 business days to process, and maintain clear refund policies for your community to ensure smooth member experiences.