Weird subscription behaviour

[herodesign]

So I have a subscription client who subscribed in January.

There should be 5 charges so far.

The last renewal somehow applied a $13.3 credit out of no where for his $399/month invoice, but it didn't charge the card at all.

What is going on?? Can someone internal please help me break it down?

I've already sent an email and in livechat, still no reply.

Thank you

 

[Vipin Mishra]

Hello There!

We have escalated your query to our concerned team, will update you ASAP.

Regards,
Vipin Mishra

 

[Vipin Mishra]

Hey,

We would like to inform you that your query has been resolved and the user has been charged according to the new plan.

For further queries, feel free to reach us.

Regards,
Vipin Mishra

 

[herodesign]

Hello Vipin,

So what was wrong with the subscription? Was it something we did wrong on our end?

How come it was $499 last month, but the subscription is back to $399 this month? I don't recall they downgraded though.

 

[PabblyMember2]

As we checked our logs, we found that the subscription was downgraded to the $399 plan on the 26th of May.
The downgrade happened before the next billing and hence all that credit process happened.
However, we resolved the issue and generated the invoice according to the new plan.

Hope this clarifies.

 

[herodesign]

Ok, it's weird because we didn't receive a notification email about the downgrade, and the charge coincidently seemed like a bug in the system.

Thanks for fixing that up.