This guide will help you effectively manage and resolve cases where your subscribers have unintentionally created duplicate subscriptions, leading to double charges.
What is a duplicate subscription?
A duplicate subscription occurs when a subscriber accidentally buys the same content more than once. This often happens across different platforms - when they subscribe on your website and then again, for example through an Apple or Google in-app purchase. The main concern for the subscriber is being charged twice for the same content.
How to identify duplicate subscriptions for your users?
When a subscriber reports a duplicate subscription, you can verify it by checking their history in your Cleeng dashboard (Customer > Customer Accounts > Customer History). Look for the following indicators:
- Multiple active subscriptions for the same content offer under the same user ID or email address.
- Transactions originating from different payment methods or platforms(e.g., one from "Web" and another from "Apple App Store").
- Multiple recurring charges appearing on their billing statement for the same service.
How to handle refund requests for duplicate subscriptions?
Refund eligibility and process for duplicate subscriptions depends on several factors, including your company's refund policy and the platform where the duplicate purchase was made.
| Purchase Platform | Refund Procedure |
| Your Website |
For subscriptions purchased directly via your website (with Cleeng as merchant of record), you have more flexibility to issue refunds directly from the Cleeng platform. Make sure to clarify your specific refund policy to your customers. |
| In-App Purchase (Apple, Google, Roku) |
Refunds for in-app purchases are typically handled by the respective app store (Apple App Store, Google Play Store, Roku Channel Store). Subscribers will need to contact Apple, Google, or Roku directly to request a refund, as these platforms are the merchant of record. You cannot process these refunds yourself. |
Guide subscribers on cancelling duplicate subscriptions
To prevent ongoing double charges, it is crucial to guide subscribers on how to cancel one of the duplicate subscriptions. The cancellation method depends on where the subscription was originally purchased:
| Platform of Purchase | Cancellation Instructions |
| Your Website | Direct subscribers to their account management section on your website to cancel the subscription. |
| Apple (In-App Purchases) | Subscribers must cancel through their Apple ID subscription settings on an iOS device or iTunes. For more details, visit Apple documentation. |
| Google Play (In-App Purchases) | Subscribers must cancel through their Google Play Store subscription settings. For more information, visit Google Play Help Center. |
| Roku (In-App Purchases) | Subscribers must cancel through their Roku account settings on their Roku device or the Roku website. For more information, visit Roku Support site. |