LL - I was double charged? (questions about subscription billings)
Questions about subscription billings are probably the most frequent types of emails that come in, and our process for dealing with these is fairly straight forward.
If a customer emails in asking "Why was I double billed?", or "What is this additional charge incurred two weeks after my original purchase?", they are more than likely unclear about the trial subscription that they agreed to at the time of purchase.
It is stated in the sales materials and checkout page whether or not the customer will be placed on a 14-day free trial subscription on the original date of purchase.
There are several macros to help you with different types of subscription inquiry type cases.
If the customer is contacting to ask "What is the charge for?", but doesn't mention wanting a refund, then we would use one of the "Orders - PROGRAM TSM Society or SP Cancel - Charge Inquiry" Saved Replies. This explains why they were billed, a link to learn more about the trial subscription they agreed to at checkout, and a confirmation that the subscription has been cancelled. This ticket is closed.
Perhaps the customer has contacted asking "Why was I double charged? I need a refund", you will go ahead and cancel the subscription, refund the last subscription billing, respond to the customer with either the Superpowers Cancellation + Demand Refund (or) TSM Society Cancellation + Demand Refund SR and close the ticket.
If anyone was billed the day their request comes in, we refund that billing and then use one of the "Orders - PROGRAM TSM Society or SP Cancel - Charge Inquiry" Saved Replies AND a Superpowers Cancellation + Demand Refund (or) TSM Society Cancellation + Demand Refund and close.
A quick guide to working through subscription billing inquiry cases:
"What is this $97 billing?", "You guys have double-charged me!" (No mention of REFUND)
Identify active subscription, cancel subscription, and respond with an explanation of why they had it and what you did to cancel.
"I'm wondering what these charges on my account are and is it possible to get a refund?" (Customer is confused and not angry)
Cancel active subscription, send [Cancellation - Pleasant Refund Request] SR with the polite offer to exchange the latest billing and set to Pending.
"I noticed you guys just billed me and I want a refund" (Customer definitely wants a refund of at least the latest billing and it’s still pending.)
Cancel active subscription, send [Courtesy Void - Sub Cancel] macro, void the latest billing and Close
If the charge is no longer Pending, refund the charge and use the Demand Refund SR.
"Cancel my membership!" (Customer does not mention REFUND)
Cancel active subscription, send Orders - Cancel Superpowers or Orders - Cancel TSM Society SR and Close