siv_unexpected

[robust basin]

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[violet crest]

Hey there, it looks like you have two subscriptions for this customer, which probably explains the extra payment you didnt expect

sub_1SGVH2C29OKMRxYZgD6CwoNV was created with a trial on Oct 10, then invoiced for the paid period on Oct 17

sub_1SGVIDC29OKMRxYZg2EafAlK was also created Oct 10, but without a trial, and charged right away for a paid period

[steel hazel]

Hey! Thank you, so we are using stripe checkout and it seems like the two subscriptions were created a minute apart so I dont think the user would have been able to checkout twice in that time

[violet crest]

Checkout session for first sub with trial: https://dashboard.stripe.com/acct_1HwypGC29OKMRxYZ/logs/req_wTeeBDUEFqUOLU
Checkout session for second sub without trial: https://dashboard.stripe.com/acct_1HwypGC29OKMRxYZ/logs/req_izLqV05eW2jkNY

It looks like they did exactly that, yes, about 1min apart.

[steel hazel]

oh but it looks like the first checkout session was opened 4 minutes before the 2nd

interesting so we only allow a trial if you have never been subscribed before. So I guess they completed the first checkout with a trial and then after somehow got to checkout again and no longer had a trial and then they filled out the screen again?

[violet crest]

Something like that, yea. I can't really say what the customer experience was on your app, but that aligns with the session & subscription logs I can see.

[steel hazel]

yeah that makes sense

okay, thank you for your input this was very helpful

[violet crest]

NP!

If you plan to refund payment & cancel the duplicate sub, it's a good idea to communicate that to the customer as soon as possible so that they don't try to initiate a dispute etc

[steel hazel]

good call, thank you!