If you’re utilizing Chapterly’s monetization features, providing support for your readers is paramount! You can increase your following and your income by maintaining a solid relationship with your readers that is built on integrity and professional courtesy.

While Chapterly’s support team can answer technical questions and offer guidance, we cannot handle anything related to a reader’s billing or subscription concerns. We can’t issue refunds, cancel or update subscriptions, update payment information, etc. The only person with the power to address those matters is YOU!

Your Stripe Connect dashboard will enable you to verify and change a reader’s subscription, view payment history, issue refunds, and provide support on various other billing matters. The information found on Stripe’s Support Center will offer guidance in better detail, but here are the basics!

The image below shows a reader's customer profile in Stripe. You can locate it by searching the email address or by the last 4 digits of the card number, if known.

[email address redacted for customer privacy]

Payments can be refunded by clicking the arrow icon on the right side of the payment listing. A small window will pop up where you can provide additional details if you wish. Click the button at the bottom to refund the payment.

As a courtesy, we recommend clicking the envelope icon to email a receipt once the refund has been initiated.

Don't forget to advise your reader that all refunds may take 5-10 business days to be credited back to their account. This is Stripe's protocol and is entirely out of your control, but in most cases, it doesn't take a full 10 business days. In the event that the refund is not received in a timely fashion, you can email the refund receipt (if you haven't already done so) and advise the reader to contact their card provider.

Pro Tip: In some cases, Stripe will reverse the charge, rather than refund it. As such, the reader may not see a credit for that amount on their statement, but they should no longer be able to see the original charge either. This happens most often when there is a difference in the forms of currency.

These tasks can be handled by the reader in their Chapterly user settings, however, there may occasionally be circumstances preventing them from doing so. As such, they might reach out to you directly to complete the task for them. This can be done by clicking the horizontal ellipsis at the right of the subscription listing, as shown here:

In the screenshot above, you'll see an expanded menu showing, 'Share payment update link.' Clicking it will lead you to the screen shown below. Follow the instructions to complete.

For more information on how to make the most of your Stripe Connect account, be sure to explore the site thoroughly and peruse their Support Center!