Hi,

It definitely sounds like an honest double charge caused by unclear sync between platforms. Unfortunately on this forum we do not have access to your account details. Here is how you can proceed to escalate and improve your chances of resolving this:

Make sure you have:

• Google Play Receipt: The email receipt or transaction history from Google Play Store showing the date of purchase (May 2nd), the amount, and the email account used.
• CapCut Website Payment Receipt: The email receipt or credit card statement showing the date of the second payment, the amount, and the email account used (which should be the same as the Google Play one).
• Screenshots from CapCut:
  • A screenshot from your CapCut Android app showing the "Pro" status and the account email.
  • A screenshot from CapCut Web also showing the "Pro" status and the same account email.
  • If possible, any subscription management page on CapCut (app or web) that might show active subscriptions.
• Google Play Refund Rejection: The email or notification from Google Play showing their decision.
• Communication with CapCut: Keep records of all emails and responses from CapCut support.
• Use the email addresses, specifically for billing or pro issues: [email protected] and [email protected]

Follow Up if No Response in 3 Days

• If CapCut doesn't respond within 72 hours, send a follow-up email referencing your previous message

Appealing the Google Play Refund Rejection (Secondary Action)

While CapCut is the more direct route now, you can still try to appeal Google Play's decision, especially by providing the context of the duplicate charge across different platforms for the same account.

• How to Appeal on Google Play:
  • Google Play usually sends an email with the refund decision. There might be a link or instructions in that email on how to appeal or provide more information.
  • If not, go to your Google Play order history (play.google.com > Profile Picture > Payments & subscriptions > Budget & order history).
  • Find the CapCut subscription order. There might be an option to "Report a problem" again or find a "Help" or "Contact Us" link related to that specific transaction or refund request.
  • Select the option "Accidental purchase" or "Duplicate purchase"
    
  • When appealing, clearly explain the situation: you subscribed via Google Play, but because the Pro status didn't update on CapCut Web, you inadvertently subscribed again directly through CapCut for the exact same account.
  • You can write: "I was charged twice for the same subscription on the same account. CapCut confirmed both are active under one account. I only need one Pro subscription."
  • Emphasize that you now have two active subscriptions for one service on one CapCut account.
  • Attach the Google Play receipt and the receipt from the CapCut website purchase as evidence of the duplicate charge for the same account.
  • Explain that you are also contacting CapCut support but are seeking Google's assistance as the initial transaction was through their platform.
  • Here’s the direct link: https://support.google.com/googleplay/workflow/9813244

Managing Your Subscriptions to Prevent Future Charges

Once you have confirmation of a refund or a clear path to it, or even while you are waiting, ensure you don't get charged twice again in the next billing cycle.

• Identify the Subscription to Keep: Decide which subscription you'd prefer to keep active (e.g., the one through Google Play or the one directly with CapCut). This might depend on which platform offers better subscription management for you.
• Cancel the Unwanted Subscription:
  • If keeping the Google Play subscription: You'll need to cancel the subscription made directly on the CapCut website. Log in to the CapCut website, go to your account or subscription settings, and look for an option to cancel the subscription or turn off auto-renewal.
  • If keeping the website subscription (and CapCut refunds the Play Store one): You'll need to cancel the subscription through Google Play.
    • Open the Google Play Store app.
    • Tap your profile icon.
    • Go to "Payments & subscriptions" > "Subscriptions."
    • Find the CapCut subscription and cancel it.
• Important Note: Cancelling a subscription usually prevents future renewals but doesn't automatically refund past charges. You still need to pursue the refund separately. Ensure the cancellation only takes effect after the current paid period for the subscription you intend to cancel, or after you've secured the refund.

Tips for Dealing with Support:

• Be Persistent: Follow up regularly if you don't hear back within a reasonable timeframe (e.g., every 2-3 business days).
• Keep Records: Save all emails, chat transcripts, and any reference numbers.
• Be Clear and Concise: Provide all necessary information upfront to avoid back-and-forth.
• Escalate if Necessary: If initial responses are unhelpful, politely ask if there's a supervisor or a specialized billing department you can speak to.

This situation is unfortunately not uncommon with CapCut subscriptions across different platforms. By providing clear evidence of the duplicate charge for the same account, you significantly increase your chances of getting the refund.