While this doesn’t happen often, we occasionally get an angry customer who threatens to sue us or is plain mad because Stripe has flagged or disabled their account and is holding their money. Most people should complete the Stripe-requested steps instead of getting upset, but Stripe can change their requirements anytime, which often causes confusion […]
Since the user will get an email asking them to update their password, I think it’s important not to start this process unless you can finish it uninterrupted Create user. User > Add New Create order. Downloads > Orders then click Add New button create a new customer and add the same email there that […]
You need elevated privileges in Stipe to do the following. You will likely need Cristian or Ben Rojas to complete the procedure. If anyone has a valid license during a period in which additional fees were collected, we will always refund them. You can find any fees collected for an account at https://dashboard.stripe.com/connect/application_fees and then […]
The procedures below work most of the time, and there are only issues with PayPal for the most part. You may need to ask for increased access to PayPal or ping your product team leader to make the refund in PayPal. Full Refunds *Be sure to check the date of payment to make sure that […]
As of November 25, 2025 we decided to ask users to cancel, buy a new license and issue a refund for the value/trouble. Reasoning: the process below is hard to follow and prone to errors. This may come up if: – A customer requests to move their recurring subscription from PayPal to credit card. […]
When a customer requests to have their personal data removed from WP Simple Pay, we are obliged to honor that request. Copy the customer’s email address from their ticket (must be a license holding account) and visit the Erase Personal Data page in EDD. Paste the customer’s email address into the Username or email address […]
The Help Scout sidebar provides information on a customer’s license details. Sometimes, we might want to look up license information for a different email address to help us decide the next steps. Help Scout has a New Conversation option that can be helpful in such instances. 1. Create a New Conversation The New Conversation option can be […]
When our customers complete an upgrade, from WP Simple Pay Personal ($99) to Plus ($199), for example, they are charged a cost-based proration. This means that regardless of when the upgrade is performed, the customer will be charged the price difference between the current level and the level they are upgrading to. In the example […]