Once a recurring contribution is made and set on the CRM, the system sends the info to your payment processor (Authorize.net or Stripe), which creates a “subscription” to this customer and deals with charging the card every period etc. Once the transaction is completed on the processor, it notifies the CRM with the transaction status (completed/declined).
The CRM management capabilities for a recurring transaction, depend on your payment processor type.
For Stripe users:
You have the ability to cancel a recurring transaction, and/or to initiate a refund from the CRM.
- To cancel the recurring, navigate to the contacts’ profile > Contributions, then click on the Recurring Contributions tab, where you’ll see a list of all the contacts recurrings. Click on Cancel that is next to the desired transaction, and make sure that Send cancellation request? is Yes, then hit Cancel Recurring Contribution.
- To initiate a refund, navigate to the desired Contribution, click Edit, then under Payment Details section look for the circle arrow icon on the right end of the transaction line. Click on it, confirm the amount and click Refund.
To make further changes, like: update credit card info, change the charge amount, extend or shorten the recurring installments and more - log in to your Stripe account, search for the contact, look for their Subscription and edit it from there.
After any change you have made through the CRM, it is recommended to make sure that the change is actually reflected on Stripe as well.
For Authorize.net users:
You have the ability to update the number of installments and/or cancel a recurring transaction from the CRM.
To do so, navigate to the contacts’ profile > Contributions, then click on the Recurring Contributions tab, where you’ll see a list of all the contacts recurrings. Then -
-
To edit the total installments number, click on Edit that is next to the desired transaction and fill the relevant fields.
-
To cancel the recurring, click on the 3 dots that are next to the desired transaction > Cancel. Make sure that the Send cancellation request? is Yes, then hit Cancel Recurring Contribution.
To make further changes, like: update credit card info, change the charge amount, and more - log in to your Authorize.net account, search for the Subscription and edit them from there.
Note, that although you may find a button to change the monthly charge amount and update the billing info - those would not change anything on Authorize.net.
After any change you have made through the CRM, it is recommended to make sure that the change is actually reflected on Authorize.net as well.