We understand that encountering plan double charges can be frustrating and confusing. We're here to provide clarity on why this might occur.
It is important to recognize that instances of customers being double charged for their plans are not necessarily indicative of any software issue or product flaw. Instead, they often result from individual customer behavior or misunderstandings about how their plan functions.
Common Scenarios That May Lead to Additional Plan Purchases/ Double Charges
Misunderstanding Pause Restrictions: If a plan was paused, clients may have encountered restrictions such as the inability to book classes or services. In such cases, they might mistakenly believe that purchasing a new plan is necessary to access the features they need.
Payment Setup Issues: Certain plans may not be set up to automatically pay for classes or services. In this scenario, when they go to book they will not see their current plan as an option.
Failed Payment Reconciliation: If a payment for a plan fails, instead of addressing the failed payment, some clients may inadvertently purchase a new plan, resulting in a double charge.
Booking a class prior to plan start date when plan starts on first visit: When a client books their first class and a plan starts on the date of their first visit booked with that plan, if a client goes to book a class that occurs before the start of the plan they will not see that plan as a booking option.
Already used all passes associated with the cycle on a limited recurring plan: If a client has a limited recurring plan and they already used or have booked all of their passes issued during the current cycle, they will not be able to use passes from a future cycle to book more classes that take place during a previous cycle.
Understand and Prevent Future Duplicate Plan Purchases
When it comes to understanding why your client decided to purchase an additional plan, the best approach is to connect with them directly. You can address misunderstandings or issues that might need attention so they do not purchase another plan in the future.
Monitor the MRR report regularly. The MRR report can be filtered by clients. Filter the report by a single to view the number of recurring payments your client has for the month. If you notice more than one payment scheduled for the month it is likely they have an additional plan or plans purchased.
Add additional text to your website. Instruct clients to not buy more than one recurring plan or specify which plans should not be active at the same time.