Customer Support Scenarios — I Currently Feel Ill-Equipped

Is there a resource page somewhere that explains the “workflow” of different scenarios when it comes to customers creating and paying for listings?

I’m in the beginning stages of testing credit cards in my new GeoDirectory directory, and even though I feel like I’ve been through all of the documentation pages and video tutorials, I still don’t feel like I have a firm grasp on the “customer support” side of dealing with customers, their payment questions, and handling credits and refunds etc.

MY SETUP
Currently I have 1 paid listing product, it’s recurring every month (indefinitely until cancelled), and the only payment processor I have live is Stripe. I also have it set for a new listing to be created as a draft that I have to approve (publish manually)

My initial questions are:

1. Status “Pending/Confirmed” Functionality

I just did my first test transaction with one of my credit cards, by creating a test “paid listing.” It charged my credit card within a day or so, and my listing became a “draft” (that I have to approve manually before it’s live in my directory). In the “Invoices” tab of GD/Prices and payments, I see in my transaction under the status column, and it’s listed as “pending.” Is

When will this go from “pending” to confirmed? I checked my credit card statement a couple weeks later, and the funds were taken. As a test, I never touched this invoice area, or approved the draft listing. So, it’s not saying “pending” because the transaction didn’t go through. Is it pending because the listing hasn’t been published?

As another test, I changed it to “confirmed” in the invoices tab to see if that would trigger the post to be automatically “published” and it didn’t (I didn’t expect it to though). So, I changed it back to “pending” and then “published” the listing to see if that would automatically change the invoice status to “confirmed” and that didn’t change it either.

Do I have to manually click “confirmed” every time a payment goes through?

2. What Triggers Payment Every Month in Recurring Listings?

On recurring billing, what triggers the payment to be taken from the customer’s credit card? In my scenario, is my account on Stripe’s website “programmed” from the first transaction to automatically bill the customer every 30 days and the GD plugin and add ons now have nothing to do with the recurring transaction every month? Or, does the “invoice” in the GD “Prices and Payments” add-on “call out” to my Stripe account on Stripe’s website every month to make another transaction payment from the customer’s credit card on file with Stripe?

3. Number of Unique Invoices

Since this is a recurring paid listing, is a new invoice created in the invoice tab of “Prices and Payments” every month for a customer’s listing? Or will there only be one invoice per listing until that invoice has been cancelled/modified etc?

4. Customers Wants to Use Different Credit Card

If a customer has a paid listing, which in my scenario it’s recurring every 30 days indefinitely, what if 5 months in, they decide halfway through a billing cycle that they no longer want to charge their current card (we’ll call it “credit card A”, but now they want to use “credit card B” for the same listing without any other changes made to their current plan.

I don’t see a way in the GD plugins that I can do this customer service CC# change for them, which makes sense since credit card numbers are handled and stored with Stripe. But is there a way on my Stripe account page to modify a customer’s credit card number?

5. Refunds/Credits

If a customer decides halfway through a billing cycle they wish to cancel, and they want their money back, do I go to the Stripe website to handle all refunds? Or do the GD plugins handle any kind of refund/credit on cancellations.

And if it’s Stripe I have to go to manually to do so, can I add a credit of any amount — say multiple months worth of credit all at one time back to their credit card (should I be feeling generous), or can I only refund one transaction amount total at a time? (which would mean multiple refund/credit transactions).

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If there isn’t a resource with answers to questions like this, I think it would be a wonderful idea to to create one, with all kinds of different “customer support” scenarios, for admins like myself who are just starting out with paid listings and are very nervous about the future of their customer support lives.

I currently feel very ill-equipped, just because I don’t have a grasp yet on how to handle certain “future” situations involving credit card payments and credits etc. that I know will come up. And this all could be very easy to understand, I just don’t see the obvious answers yet in the documentation pages and video tutorials.

Thanks for the help,
Curtis