Subscribers may request a refund for multiple reasons.
Double Charges
Sometimes do to either user error (signing up for multiple subscriptions) or bugs a subscriber can get charged for multiple subscriptions in a single pay period (i.e. charged twice for a monthly subscription in the same month). To verify this has happened, do the following
1) Sign into the Supercast Stripe dashboard. Either use the credentials provided in 1password, or ask Jason or Ryan for admin access to our Strip dashboard.
2) Click on connected accounts.
3) Search for the account you are looking for by name or entering the account owners email address in the search bar.
4) When you locate the account owner, click on the "..." on their profile, and click View Dashboard As link.
5) This will take you to a view of the client's Stripe dashboard. From here type the subscriber's email into the search bar at the top and hit enter.
6) This will take you to the Stripe page for that specific subscriber. Under the timeline section you can verify the subscriber's claims to see if they were double charged, and why.
In this case, the subscriber subscribed multiple times to the same plan, and ended up cancelling both subscriptions. You would need to reach out to the podcast owner to process the refunds and let the subscriber know they need to resubscribe in order to receive the feed.
7) After reviewing the profile if you deem the subscriber is owed a refund. If they are, you will need to ask the podcast owner to process the refund as you do not have that ability.