Hi team,
We have encountered a critical discrepancy concerning a merchant shop that has maintained an active monthly recurring app subscription since November 2024, yet no corresponding App Subscription Sale transaction has been recorded.
Upon reviewing the Partner Dashboard, we observed that a “Subscription charge expired” event appears after the most recent “Subscription charge activated” event (Attachment 1).
I would really appreciate your prompt assistance in addressing the following:
- Why is there no transaction associated with this subscription despite it being active? And will the transactions be processed?
- What does “Subscription charge expired” mean?
- What is the best practice for monitoring such events, so we can proactively transition affected shops to a free plan and avoid billing inconsistencies?
For your reference, please find the following additional attachments showing relevant API responses:
- Attachment 2: Response from the
currentAppInstallation.activeSubscriptionsGraphQL Admin API showing the subscription is still active. - Attachment 3: Response from the transaction GraphQL Partner API with the
AppSubscriptionSalefragment, confirming that no transactions have occurred since December 1, 2024.
Attachments:
