How to refund, cancel, or reschedule a digital product order

After you start selling digital products, there may be times when you need to adjust or reverse an order. beehiiv provides tools to help you issue refunds, cancel access to a product, or handle changes to scheduled sessions when needed.

In this article, you’ll learn how to issue full or partial refunds, cancel an order, and reschedule coaching or 1:1 sessions. For broader guidance on viewing and managing orders, refer to: Managing digital product orders in beehiiv.

You can issue a full refund for a digital product directly from the Orders page in your account.

1. Access your digital product orders. Go to Monetize > Products.
    
2. From the Product panel, open the Orders page, then click the 3 dots menu next to the order and select Refund.
    
3. Review the order details in the confirmation window.
   
   
   
4. (Optional) Add a refund note. This note will be visible to the buyer in their order history.
    
5. Click Refund order to complete the refund.
    
6. Once processed, the order status will update to Refunded on the Orders page.
   
   
   
   
   Refunds typically take 5–10 business days to appear on the buyer’s statement.

If you need to refund only part of an order, follow the steps below.

Partial refunds must be issued directly inside Stripe.

1. From your Orders page in beehiiv, open the 3 dots menu for the order and select Stripe dashboard.
2. In Stripe, open the transaction and click Refund.
3. Enter the partial refund amount and select Refund. 
4. (Optional) Add a note, then confirm the refund. (For more detailed guidance, refer to Stripe’s partial refund guide.)

Once the refund is processed, beehiiv will automatically update the order record.

Partial refunds take 5–10 business days to appear in the buyer's account.
 

Canceling an order removes the buyer’s access to the digital product. This action is separate from issuing a refund — you can cancel an order, refund it, or do both.

To cancel an order:

1. From your Orders page in beehiiv, open the 3 dots menu for the order and select Cancel.
    
2. Review the cancellation details in the confirmation popup.
   
   
   
3. Click Cancel order to confirm.
    
4. Once completed, the order status will update to Canceled.
   
   
   
   
   If an order has been both refunded and canceled, both statuses will appear on the order record.
   
   
   

If you need to reschedule a coaching or 1:1 session, you’ll need to coordinate directly with the buyer outside of beehiiv.

The buyer can select a new time by logging into their buyer or subscriber account and choosing Manage Booking.