I have a subscriber that has been subscribed for 14 months through stripe and he is claiming that he canceled, and that he wants all of his money back and threatens with legal action. He did not specify when he canceled. On the membership it shows up as if the subscription was expired on Dec 4th this month and it was charged again on the 9th.I looked within history logs but I can not find any information. How should I proceed in such situation? Where can I find the digital footprint of the alleged cancelation?
If he cancelled you should see the cancellation logged in CBSubs > Notifications and/or CBSubs > History Log. It's possible to expire before an auto renewal if a grace period hasn't been configured for plans as it can take up to 3 to 7 days sometimes for a payment to clear. Please also be sure your install is up to date.
I recommend asking how he cancelled and where exactly as it does not sound like he went through normal cancellation process. Recommend also asking when exactly he cancelled. He would not be entitled to a refund for services used, but I recommend refunding any months that he did not intend to be subscribed (e.g. if past 2-3 months were supposed to be cancelled I recommend refunding those).
Kyle (Krileon) Community Builder Team Member Before posting on forums:
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