LL - Recharge Subscription Audit SOP
Recharge Subscription Audit tutorial Video
- Pull the list of active subscriptions from recharge.
- Go to recharge, then click exports in the left sidebar.
- Select “view the old exports page”
- Select the “Upcoming Orders” report
- Enter your email address for the report to be delivered directly to you
- Set the date from today’s date to 6 months in the future. We always check 6 months because people can change their refill dates at any time.
- Sort the list:
Sort by name, then email, then shipping address to see patterns.
It’s recommended to sort the list multiple ways so that you don’t miss any important details. We often find fraudulent orders and resellers during this check. We also find legitimate customers who have duplicate subscriptions they weren’t aware of, or are due to receive too much product to quickly which often results in a chargeback or cancelation of the subscription.
- What are we looking for?
- Duplicate subscriptions
- Notify the customer to make sure they know they have 2 subscriptions, send link to their sub so they can adjust.
- Quantity/Frequency Mismatches (like 6 bottles received every month)
- These are potentially resellers - if you suspect fraud we should verify the order like we do with fraud orders.
- If you don’t suspect fraud, notify the customer and send them a link to adjust their sub.
- Pricing issues - for example more than 1 order received with a $0.00 charge / (cancel the subscription and notify Brooke Ain the project ops channel so she can check for tech issues related to the 0.00 order set up).
- Fraudulent or reseller orders
- Search name/email/address for Reseller identifying words
- If physicians or doctors are identified, we want to verify if they have a website and if they are selling our product there first. Get with Lori and maybe we can get them approved for our health practitioner program.
Document - https://docs.google.com/document/d/1y7wZ4TvPMZnK7PVjJTCdSjh4aC48XkFVvxEjP2R6W8c/edit?usp=sharing