Hi,
I’m reaching out to report an issue we encountered with a user (ID: rnfp7UG9yuNmMYwE9lQiQv1JaAy1) involving duplicate subscription charges on the same day and a missing receipt in the user’s Apple account.
Issue Details:
- Date of Issue: August 10th
- Charges Incurred:
- 13:14: TWD 740 for a monthly subscription.
- 13:41: TWD 3,590 for an annual subscription.
- User Actions:
- The user initially subscribed to a monthly plan, but shortly after, they upgraded to an annual plan. Both charges were processed.
Problem:
- The user’s Apple account reflects the charge for the annual subscription but does not show the TWD 740 monthly subscription charge. This prevents the user from requesting a refund for the monthly charge through Apple’s standard refund process.
- In the RevenueCat dashboard, only the annual subscription is active, aligning with what the user sees in their account. However, both charges were processed.
Questions:
- Sync Issues: Could this issue be related to a sync problem between Apple’s subscription service and RevenueCat, where the monthly charge was processed but not correctly logged in RevenueCat or Apple?
- Handling Duplicate Charges: What steps can we take to prevent such issues in the future where a user is charged for both a monthly and an annual subscription within a short time frame?
- Resolving the Current Issue: How can we assist the user in retrieving the missing receipt from Apple or obtaining a refund for the incorrectly charged monthly subscription?
I appreciate any guidance or suggestions you can provide on how to resolve this issue.
Thank you!!
