Because we're getting so many accidental duplicate orders, it would save us a ton of time if we could issue refunds from inside of Subbly. Plenty of other services offer this feature, it would be great and time saving if subbly did!
This is now possible with the introduction of new billing engine. Merchants are now able to process refunds directly within their Subbly admin. See here for more info: https://help.subbly.co/en/articles/90518
PS: If you're still not seeing this on your admin, that's because you haven't yet been transferred to the newer version of the billing engine. Don't worry, you will be soon :)
Agree that it would be great if the refund integrated with stripe- canceling an order and then duplicating the work of refunding them separately is a pain.
I don’t know the what, why, or how, but I do know that daily we have people placing multiple orders accidentally. That’s all I know.
It's the demographic, unfortunately. Right now we're getting about half a dozen duplicate orders per day. Another issue is the customer service side: without a one-click refund from inside of Subbly, we have to give customer service personnel access to Stripe, which is not something I'd prefer to do!
@Michael Maddox: Hey Michael, what do you mean by ''demographic'' please? I'm really still not clear on why would someone checkout on the same product twice by accident to be honest .. :)
We have multiple customers placing duplicate orders/subscriptions each day accidentally. An alert saying “you’re already subscribed, are you sure you want a second subscription?” Would cut our customer service time dramatically! Thanks!
@Mike Maddox: do you have any idea how they’re even making this mistake??
@Stefan Pretty: I have actually done this before (although agree it's quite surprising that it's even possible!). I added a subscription to my cart, which was saved on the same browser, and added it again on another day - so checked out with TWO subscriptions. Did not pay attention to the checkout price (assumed it would be the correct amount) otherwise I would have realised it was double the price!
@Natalie Tan: Hey Natalie, this is possible to do :) This is usual behavior. Every customer is able to have as many subscriptions as he'd like on your store.
Problem that Mike was addressing is that some of them weren't aware that they have multiple subscriptions to their name :)
@Natalie Tan: Can you provide a screenshot of this happening? The checkout shouldn’t m actually be able to create more than 1 subscription type product in a single cart. Only one time products. This is the first time I’ve heard of this. Thanks!
@Natalie Tan: or a screenshot of the incorrect invoice amount in Stripe showing multiple subscriptions, or a screenshot of the 2 subscriptions from the admin. Thanks for your help!
@Stefan Pretty: oooh sorry for being misleading! This was for Glossybox, not Subbly. I thought you were asking “how can customers make the mistake of subscribing twice” so I was just giving an experience of how I made that mistake.
@Natalie Tan: 😂😅 panic averted! Thanks for clarifying and not a problem!
Refunds are now tracked inside Subbly. You can simply click "View in Stripe" and issue a refund from there. This is on our roadmap but not an urgent item due to the possibility above.
However, what do you mean duplicate orders @Douglas A ?