Store: subscribers and money
In the “Store” section you will see what you sell and who bought from you, cancel a subscription or refund money.
Before you start
- Buyers appear after the first payment — first connect Stripe and create prices.
- If the project has “On your own” selected, there is no “Store” item in the menu: you keep track of buyers on your side. The section comes back with everything created if you choose “Through us” in the “Payments” tab — Payment settings.
What the “Store” holds
Open “Store” in the left menu — it has three tabs.
| Tab | What you see | What you can do |
|---|---|---|
| “Products” | the project's prices: amount, status “Active” or “Archived”, access period. A tag by the name, such as “2 paywalls”, shows on how many paywalls the price stands (the cabinet calls such screens paywalls) | create a price, import from Stripe, archive — Pricing and payments |
| “Subscriptions” | subscriptions taken out: email, plan, status, start date | cancel a subscription, refund money — steps 2 and 3 |
| “Customers” | buyers: how many subscriptions a person has, how much they paid over all time (this column is labelled “LTV”), first and last payment | open the buyer card — step 1 |
The subscription status “Past due” means the next charge did not go through. How many days the buyer keeps access after that is set by “Subscription rules” — Pricing and payments. “Paused” means payment collection is suspended, access is kept.
Who sees what
| Role | What they see and can do |
|---|---|
| Project owner | everything; only the owner cancels subscriptions and refunds money |
| Project admin | all three tabs; in “Products” creates, imports and archives prices, unless their access to payments is closed — where it is closed, see Project and team |
| Retention manager | all three tabs, no actions |
| Member | the “Store” item is in the menu, but inside — “The section is unavailable” |
Step 1. Find the buyer
The “Customers” tab has a search by email. Test payments are hidden here: to see them, tick “Show test payments” above the table, next to the search.
Click a row — the buyer card opens. It holds their subscriptions with statuses, a list of one-time purchases if there are no subscriptions, and “Event history”: from trial start to refund. You cannot cancel or refund from here; the “Subscriptions” tab is for that.
The mark “The payment is disputed” by the buyer's email means they opened a dispute with their bank. You answer the dispute in the Stripe dashboard (dashboard.stripe.com, payments section) before the deadline shown there; miss it, and the dispute is lost and the money stays with the buyer.
Step 2. Cancel a subscription
Open the “Subscriptions” tab, click the button at the end of the row you need and choose “Cancel the subscription”.
The subscription lives out the paid period and does not renew. The buyer keeps access in the app until the end of the period; the money is not returned. The table at once shows “Cancels on” with a date, and after it — “Canceled” and “Access until”.
The cabinet will not let you change your mind: only the buyer can turn renewal back on, in the subscription management portal (step 4).
Step 3. Refund money
The same button in the row, item “Refund the money”.
Only the last payment is refunded, in full; money for past periods stays with you, and there is no partial refund. Access in the app is revoked at once, the subscription closes, there will be no further charges, and the row gets the status “Refunded”. A second refund on the same subscription will not go through: money does not move twice.
A one-time purchase cannot be refunded from the cabinet — refund it in the Stripe dashboard. After a full refund, access in the app is revoked by itself.
Step 4. Let buyers cancel on their own
An optional step — it spares you the “cancel my subscription” emails. You need the Pro or Business plan: on the free plan the setting will not save.
- Build a separate screen from the blocks of the “Subscription portal” section: the buyer's subscription list, a cancel button, a resume button and, if you want to keep those leaving, a discount offer. What each block does — Subscription management.
- Publish this screen. Open “Funnels” → the “Paywalls” tab, in the screen's row click ⋮ → “Domain” and bind a project domain, then in the same row ⋮ → “Publish”. An unpublished screen cannot be selected, and without a domain the portal link will not be built. Where to get a domain — Publish a funnel.
- Open “Settings” → “App connection” → the “For developers” tab, in the “Subscription management portal” block choose this screen and save.
The buyer gets the link in the app and by email. In the portal they see their subscriptions, turn renewal off and back on while the paid period has not ended. Everything they did is visible to you in the “Subscriptions” tab and in the buyer's history.
Next
- Plan and limits — how Subster plans differ from one another and what counts against limits.
- Funnel analytics — how many people reached payment and where they leave.
- Emails to customers — the “Email sequences” section: emails that go out on their own after a sign-up or purchase.