Mastering Kajabi Settings: A Comprehensive Guide to Customer Payments

If you're running an online business, managing customer payments efficiently is crucial for success. Kajabi, as one of the leading platforms for online businesses, offers a range of tools to help you manage these payments effortlessly. In this guide, I’ll walk you through everything you need to know about Kajabi's Customer Payments settings, so you can optimize your setup and focus more on growing your business.

By the end of this tutorial, you’ll know exactly how to control email receipts, manage subscriptions, and ensure your payment processes run smoothly. And if you're not yet using Kajabi, don't worry! I’ve got a special offer for you to try Kajabi for an extended 30-day period—more on that later.

Customer Payments Overview

In Kajabi, the Customer Payments settings are where you control various aspects of how payments are processed, receipts are sent, and subscriptions are managed. Understanding these settings is essential to ensure that you’re not only complying with legal requirements but also providing a seamless experience for your customers.

Email Receipts for Offer Purchases

One of the key features in the Customer Payments settings is the ability to control when email receipts are sent to your customers. Depending on your business needs, you can choose when and if these receipts are sent.

Options include:

• Send for all successful transactions: This is the most comprehensive option, ensuring your customers receive a receipt every time they make a payment.
• Send only for initial purchases on recurring transactions: Ideal for subscription-based services where customers might not need a receipt for every recurring payment.
• Never send receipts: Use this option if you prefer not to send any receipts automatically.

This flexibility allows you to tailor your communication with customers based on your specific business model.

Enable Multiple Receipts:

• If you're using Kajabi for checkouts, enable Kajabi to send out receipts for successful purchases. Additionally, consider enabling receipt emails from Stripe as well, as these tend to look more polished. PayPal automatically sends receipts, so no additional setup is required there.

Email Receipts for Refunds

Ensuring that your customers receive a refund receipt is an important part of maintaining trust.

Refunds are sometimes necessary, and Kajabi makes it easy to manage this process. If enabled, an email receipt will be sent to customers automatically when a refund is initiated.

Key setting:

• Send receipt for refunds: Enable this option to ensure transparency with your customers, providing them with clear communication when a refund is processed.

• To enable and customize refund receipts:

  • Go to the Settings tab and select Customer Payments.
  • Turn on the Send receipt for refunds option.
  • Customize the message to match your brand, and save your changes.

Business Address and Additional Information

Your business address is required for legal and tax purposes, and Kajabi ensures that this information is included in all receipts sent to your customers. It’s also possible to add additional items to your receipts, such as a refund policy or customer support contact information.

Steps to customize:

• Edit your business address: Ensure that you input the correct address you want to appear on the receipts Kajabi sends out. This is crucial for maintaining a professional image. 
• Add additional items: Include important information that can help your customers, such as your refund policy.

Resending Email Receipts

Sometimes, customers may request a copy of their receipt, or you might need to resend it due to an error. Kajabi makes this process straightforward.

To resend email receipts:

1. From the Transactions Page:

   • Go to the Sales tab and select Payments.
   • Navigate to the Transactions page.
   • Find the payment in question, click on the More Actions button (…), and select Send Receipt.

2. From the Contacts Page:

   • Open the Contacts tab.
   • Select the contact and open their full profile.
   • Click on the Purchases tab, locate the relevant Offer, and use the More Actions menu to resend the receipt.

Managing Refunds

Refunds are sometimes necessary, and Kajabi provides an easy way to manage them.

To issue a refund:

1. From the Transactions Page:

   • Open the Sales tab and go to Payments.
   • On the Transactions page, find the payment you wish to refund.
   • Click on the More Actions button (…), select Refund, enter the refund amount, and complete the process.

2. From the Contacts Page:

   • Locate the customer in the Contacts tab.
   • Open their profile, find the Offer in the Purchases tab, and follow the steps to issue a refund.

Editing Contact Receipt Information

There may be instances where you need to update the contact information on a receipt after a transaction has been completed.

To edit receipt information:

1. Navigate to the Transactions Page:

   • Open the Sales tab and go to Transactions.
   • Find the transaction you wish to edit, click on the amount, or use the More Actions button (…).

2. Edit and Save:

   • Select Edit receipt contact information, make the necessary changes, and save.

Managing Access and Subscription Cancellations in Kajabi

When running a subscription-based business, it’s essential to have control over how access to your content is managed, especially when payments fail or when a customer wishes to cancel their subscription. Kajabi provides you with tools to handle these situations efficiently, ensuring that your customers only have access to your content when they’re up-to-date with their payments.

Let me guide you through how to set up and manage these features in Kajabi.

Automatically Revoke and Grant Access Based on Payment Status

One of the key features in Kajabi is the ability to automatically revoke or restore access to your content based on the payment status of your customers. This is particularly useful for subscription services or offers with multiple payments.

Here’s how you can set it up:

1. Accessing the Settings:

   • Navigate to the Settings tab from your Dashboard.
   • Click on Customer Payments to enter the relevant settings.

2. Auto-Revoke and Grant Access:

   • In the Customer Payments section, locate the option to manage access based on payment status.
   • Enable Auto-revoke product access after the first failed payment. This ensures that if a customer’s payment fails, their access to your content is automatically revoked.
   • Enable Auto-grant access when payment succeeds. Once the payment issue is resolved, this option will automatically restore access to your customer.

By setting up these options, you can be confident that only paying customers have access to your valuable content, protecting your revenue and maintaining fairness across your customer base.

Allowing or Disabling Customer Subscription Cancellations

Another important aspect of managing subscriptions is giving your customers the ability to cancel their subscriptions—or choosing to disable this option entirely, depending on your business model.

How to Enable Subscription Cancellations

Enabling subscription cancellations allows your customers to manage their own subscriptions, reducing the burden on your customer service and giving them the flexibility to cancel when needed.

Steps to enable subscription cancellations:

1. Navigate to Settings:

   • Go to the Settings tab from your Dashboard.
   • Click on Customer Payments under the Site Settings header.

2. Toggle On Subscription Cancellations:

   • Locate the Subscription Cancellations setting and toggle it on to allow customers to self-cancel their subscriptions.
   • Click Save to apply and keep your changes.

How to Disable Subscription Cancellations

If you prefer to handle subscription cancellations yourself, or if you want to prevent customers from canceling without contacting you first, you can disable the self-cancellation option.

Steps to disable subscription cancellations:

1. Access the Settings:

   • Again, navigate to the Settings tab and select Customer Payments.

2. Toggle Off Subscription Cancellations:

   • Find the Subscription Cancellations setting and toggle it off to prevent customers from self-canceling.
   • Click Save to ensure your settings are updated.

When this setting is disabled, customers will see instructions on how to cancel directly beneath the Active Subscriptions section of their Billing Info. 

Tip: For ease of administration, leaving self-cancellations enabled might be the best option. However, if your memberships have a minimum commitment period (e.g., 12 months), you might want to disable self-cancellations and provide instructions on how customers can request a cancellation.

Tip: If you choose to disable self-cancellations, include clear instructions for customers on how they can request to cancel their subscription. Providing an email address or a form for this purpose will help streamline the process.

What Happens When Customers Cancel Their Subscription?

When customers decide to cancel their subscription, they lose access to the content at the end of the current billing cycle. It’s important to provide clear instructions on how they can cancel, whether they’re using Stripe or PayPal.

Steps for Customers to Cancel Their Subscription:

• For Stripe Payments:

  1. Customers log in to their account and navigate to Settings from the dropdown under their Avatar.
  2. They select Billing Info and click the Cancel button next to the subscription they wish to end.
  3. After confirming, the cancellation takes effect at the end of the current billing cycle.

• For PayPal Payments:

  1. Customers log in to their PayPal account, navigate to Payments, and select Manage automatic payments.
  2. They find the merchant they want to cancel, click the Cancel button, and confirm the cancellation.

Once the cancellation is confirmed, customers will no longer be charged, and their subscription will be inactive after the current billing period.

Legal Considerations

While Kajabi provides the tools to manage subscriptions and payments, it’s crucial to ensure you comply with local laws and regulations related to payments, renewals, and subscriptions. Always consult with a licensed attorney to understand the legal requirements in your region.

Final Thoughts on Managing Customer Payments in Kajabi

Effectively managing customer payments, access, and subscriptions is crucial to maintaining a successful online business. By taking full advantage of these settings, you can ensure a seamless experience for your customers while protecting your business.

If you haven’t tried Kajabi yet, now’s the perfect time. I’m offering an extended 30-day trial through my affiliate link at mariataveras.com/Kajabi. By signing up through my link, you’ll also receive my exclusive Kajabi Kickstart course as a gift from me. And when you continue as a paying user, email me your receipt, and I’ll book a 1:1 strategy success session with you. Sign up now at mariataveras.com/Kajabi.

For those looking to dive deeper into course creation, don’t miss out on my 7-day Create & Launch Your Course Challenge at mariataveras.com/challenge.

If you need more personalized help with Kajabi or any other aspect of your online business, feel free to schedule a call with me and my team at https://calendly.com/solusync. Let's work together to bring your business vision to life.