Cancel or refund
Cancelling and refunding are two different things, and only one of them happens in FMS.
Stopping a membership
Press ⋯ at the end of the subscription row and choose Stop. A panel tells you exactly what will happen before you confirm: access ends, the plan's newsletters are removed, a card subscription is cancelled in Stripe too, and the member keeps their free Community membership. If Stripe cannot be reached or refuses, nothing is stopped. The panel shows Stripe's reason. Try again in a moment.
Only the Finance, Membership manager and Owner roles see Stop.
The member is emailed that staff cancelled it when Your membership is cancelled is switched on. For a card membership that is the switch on its payment account's page, under Membership emails. For free access, bank transfer, gifts and team seats it is the one on Settings → Email.
You can stop from the members list
The Stop link on a row does the same thing, with the same panel, without opening the member first. It appears when the person has exactly one paid or granted membership; with several, open their page so you can pick the right one.
Moving them to a cheaper plan instead?
Use Change plan. A downgrade keeps the membership and turns the unused difference into credit on the member's next invoices.
It stops future payments only
Stopping does not return money already taken. That is a refund, and it is a separate job.
Refunding
FMS does not issue refunds. Do it in Stripe.
- On the member's page, read which Stripe account the subscription belongs to. Thailand and Singapore are separate logins.
- Sign in to that Stripe account, find the payment, and refund it there.
- Come back to FMS. Within a minute or so the record catches up on its own.
Check it worked
- The subscription status is canceled on the member's page
- The refund shows in Stripe
- Nothing new appears in Dead letters
If the status did not change
FMS learns about refunds from Stripe's notifications. If nothing changed after a few minutes, check Health for a stale-webhook warning, then Dead letters. Leave a note on the member either way.