diff --git a/handbook/customer-success/README.md b/handbook/customer-success/README.md index 76667925cd..b86339d54e 100644 --- a/handbook/customer-success/README.md +++ b/handbook/customer-success/README.md @@ -249,6 +249,17 @@ Fleet-managed DNS records are maintained in Cloudflare using Terraform. See [DNS management](https://github.com/fleetdm/confidential/tree/main/infrastructure/dns/dns-management.md) for how changes are reviewed, validated, and applied automatically. +### Process a self-service license dispenser refund + +Refunds for Fleet Premium licenses purchased on the self-service license dispenser on fleetdm.com are processed in [Stripe](https://dashboard.stripe.com/). To refund a subscription: +1. Log in to Stripe using the shared credentials from 1Password. +2. Search for the user's email address, and select the subscription associated with their Stripe customer account. +3. On the page for the user's subscription, select the "Actions" dropdown in the top right and choose "Cancel subscription". +4. In the cancellation options, select the options to *cancel the subscription immediately*, *refund the last payment*, and *send the user a refund receipt*. + +Once you submit the form, Stripe will refund the user's payment and cancel their subscription. + + ## Rituals