'Subscriber cancelled' when there was no subscription.
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hustlesocial
Some of my digital product customers are getting emails from beacons from me saying that their subscription or membership has been canceled even though they never signed up for a membership or subscription. Only a one-time or a payment plan payment for a product. I get an email that they cancel their subscription and they get an email that I canceled their subscription. This has been causing a lot of confusion and unrest because people think that I have removed them from my community when that is not been the case. Please fix this.
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Jacky Zhu
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Jacob Choi-Durham
Hey hustlesocial, thanks for your feedback! I have a few more questions for you:
- Can you provide examples of the email notifications received by your customers and yourself?
- Have you noticed any patterns or specific conditions under which these incorrect emails are sent?
- Are all affected customers experiencing this issue, or is it limited to a specific group or product?
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Jacky Zhu
hustlesocial: Thank you so much for reaching out and for sharing this with us!
After reviewing your product Threads Confidential, we can see that it is currently set up as a non-guaranteed payment plan rather than a membership product. The important distinction here is that:
- Membership products are the only products that have ongoing subscriptions with no end date. This product is currently a Digital Product instead.
- Non-guaranteed payment plans have a set end date, since they’re split into a fixed number of installments.
Because Threads Confidential is a normal digital product and on a 2-month payment plan, once a customer has successfully completed all their installments, Stripe automatically triggers a cancellation notification. For example, your user tekeoj97@gmail.com
has already paid off the full plan, so the system then sends both you and them an email saying the subscription has been canceled — but in reality, this is only confirming that no further charges will be made, since their payment obligation is already complete.
That said, we absolutely recognize that the wording of these emails is confusing. The way it currently reads, it makes it sound as though you revoked someone’s membership or they canceled access, when really they’ve just finished paying their plan. We apologize for this miscommunication and our team will look into improving this language to make sure the emails more clearly reflect what’s happening, though please note that the notifications are generated from Stripe directly so this may not be possible but we're happy to try!
In the meantime, rest assured that your customers who have finished their plans still have access to the product — they are not being removed from your course/product.