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How to handle need support love tickets

Need support love tickets are coming to our queue whenever User is terminating billing agreement with us and if he has 2 or more subscription, our script cannot define which subscription should be cancelled. That is why it requires our help. These tickets are quite easy to handle. You just need to find a User's TSH and cancel the proper subscription. You would be able to identify this subscription by Braintree transaction or by sum. Ticket can contain next data.

1. Braintree transaction (it's the best way to find User account in TSH by using this information) However, if User payed by PayPal tickets will not contain this information. 2. Billing agreement with PayPal

3. Payer account email.

4. Sum  

If there is a Braintree transaction ID within the email body:

  1. Copy the Braintree transaction ID

  2. Open TSH, click Braintree lookup, and search for the transaction. FIX: BROKEN_ATTACHMENT (original: https://help.powr.io/hc/article_attachments/360082962253/mceclip0.png)

  3. Go to the account open the Subscription tab

  4. Search the page for the transaction ID and identify the upgrade to cancel (e.g. if the user has a $4.99 and a $9.99 upgrade and the amount you see matches one of the upgrades)

  5. Can the upgrade choosing Cancel Immediately and for a reason enter Need suuport love ticket №xxxxxxx

  6. Copy the Billing agreement ID from the email body

  7. Go to PayPal and log in as POWr Support using LastPass

  8. Go Activities > Choose to search with Billing Agreement and enter the ID you copies  FIX: BROKEN_ATTACHMENT (original: https://help.powr.io/hc/article_attachments/360081842954/mceclip1.png)

  9. If there is no information try to do the same with Email FIX: BROKEN_ATTACHMENT (original: https://help.powr.io/hc/article_attachments/360081843014/mceclip2.png)

  10. Click on a transaction and in the details, look for Pro membership for user 11111111 app. The 11111111 is their POWr user ID which you can search for in TSH. FIX: BROKEN_ATTACHMENT (original: https://help.powr.io/hc/article_attachments/360082975413/mceclip0.png)

  11. Check date, amount, and any other details that distinguish the upgrade from any other upgrades in their POWr account.

  12. Cancel the correct upgrade. Do not forget to in cancellation reason paste a support love ticket number

If you were able to find account please cancel the subscription, copy User's TSH link, add an internal note like that. "The subscription has been cancelled. TSH:(paste TSH link here)" In cancellation reason you can answer "Need support love ticket #" And mark ticked as solved.

In case if you weren't able to find User's account by using PayPal please and internal note like that  Sorry, no results found for (billing agreement number) from July 29, 2017 to July 29, 2020.

Sorry, no results found for (email) from July 30, 2017 to July 29, 2020. And solve the ticket as well.