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.
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.
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.