How to Refund Your Customers

Kayla M.

Updated

Learn to manually refund your Customers on Kajabi.

In this article:

This article guides you through refunding your Customers directly from your Kajabi account. If you wish to refund your Customers in Stripe or PayPal, read How to Cancel and Refund a Payment in Stripe or How to Cancel and Refund a Transaction in PayPal for details. 

Refunding your Customer

To perform a full or partial refund for your Customer(s) from the Transactions page:

  • Open the Sales tab from the Dashboard.
  • Select Payments from the Sales tab.
  • From the Payments page, select Transactions to be taken to the Transactions page.
  • Here you can search or filter to find the customer's transaction that you want to refund. Learn more
  • Once you have found the payment you wish to refund and select the  … button for More Actions.
  • In the More Actions drop-down menu, select Refund.
  • Enter your Refund amount and select a reason (optional) for your records.
  • Press Refund to complete the Refund process:

Perform a full or partial refund for your Customer(s) from the Contacts page:

  • Open the Contacts tab from the Dashboard.
  • Search or Filter your Contacts to locate the Customer you wish to refund.
  • Select the name of the Customer you wish to refund.
  • Click View More next to "Total Offers".
  • Select More Info for the Offer to refund.
  • Open Purchases. 
  • Find the offer you wish to refund, then click View Details.
  • Select Refund.
  • Enter your Refund amount and select a reason (optional) for your records.
  • Click Refund to apply:

Send Refund Receipts

Once activated, refund receipts will be automatically emailed for all full and partial refunds issued.

The refund receipt message can also be customized to better fit your brand. 

To activate refund receipts:

  • From your Kajabi Dashboard click Settings.
  • In Settings, navigate to Customer Payments.
  • Turn ON the Send receipt for refunds option.
  • Customize your Refund Receipt message. (Optional)
  • Hit Save then preview your Refund Receipt:

Note:
If you are seeking a refund for an account payment made to Kajabi, please reach out to Support.

Kajabi Cart Refunds

With Kajabi Cart, you can easily issue refunds for entire orders or specific items within an order. Whether you want to refund the full value of a single item or a partial amount for one or more items, the process is straightforward.

To initiate a refund (full or partial) for a Kajabi Cart order, follow these steps:

  • Open the Sales tab from the Dashboard.
  • Select Payments from the Sales tab.
  • On the Payments page, choose Transactions to access the Transactions page.
  • Use the search or filter options to locate the customer’s transaction that you want to refund. Learn more.
  • Once you have found the transaction you wish to refund, select the … button to open the More Actions menu.
  • In the drop-down menu, select View More Details.
  • On the Transaction Details page, select Refund.
  • Next, you’ll be directed to the Cart Refund page. Here you can select the items that you wish to refund by checking the box to the left of the offer. 
  • Once the box is checked, enter your Refund amount and select a reason (optional) for your records.
  • Decide if you want to send a refund receipt to your customer by selecting the corresponding checkbox.
  • Click Refund to complete the process:

And that’s how to refund your Customers! Please vote below and let us know if you found this article helpful. We value your feedback. Thanks for being the best part of Kajabi!

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