“A customer wants to transfer their account to a different email. Is that possible?”
Yes, go to the admin panel, find the user, and update the email field. Send them a verification email to the new address afterward.
“Stripe webhook for subscription_updated isn't firing. Any ideas?”
“I set the env var but deploy still fails. Do I need to redeploy for env changes to take effect?”
Yes, env var changes require a new deployment. Click 'Redeploy' on the latest deployment — don't just re-push.
“Deploy to staging is failing with 'NEXT_PUBLIC_API_URL not found'. Where do I set env vars in Vercel?”
Project Settings > Environment Variables. Make sure to select 'Preview' environment, not just 'Production'. Also check the branch filter.
“How long does a Stripe refund take to show up on the customer's card?”
5-10 business days depending on their bank. Tell them to check after a week and reach back if not showing.
“Are we standardizing on 4px or 8px spacing grid for the new components?”
“How do I roll back a deployment on Vercel if something breaks in production?”
Go to Deployments tab, find the last working deployment, click the three-dot menu, and select 'Promote to Production'. It's instant.
“How do I change the trial period for existing subscribers without affecting new ones?”
You can't retroactively change trial periods. Create a new price with the new trial length and migrate new subscribers to it. Existing ones keep their original terms.
“Customer says they were charged twice. Should I refund one charge or both?”
First verify in Stripe that there are actually two charges. If confirmed, refund the duplicate. Always screenshot the duplicate charges for our records.
“Should we escalate tickets that are older than 48 hours without a response?”
Yes, anything over 24h without first response should be flagged. Over 48h gets auto-escalated to the team lead.
“Should we squash merge or regular merge for feature PRs?”
Squash merge for feature branches to keep main history clean. Regular merge only for release branches.
“Is there a way to do zero-downtime deployments on Vercel?”
Vercel does this automatically with their immutable deployments. The old version serves traffic until the new one is verified. No config needed.
“Where do I find the customer email templates? I've been writing them from scratch each time.”
They're in the shared Google Drive under 'Support Templates'. There are templates for refunds, password resets, billing questions, and feature requests.
“If a customer bought two items and wants to return one, do I refund 50% or the exact item price?”
Always refund the exact item price. Check the line items in the payment detail view — each item has its own amount.
“What's our policy on grandfathering pricing for existing customers?”
Existing customers keep their current price for 12 months after a price change. After that, they get a 30-day notice before the increase.
“How do I process a partial refund in Stripe? I can only find full refund option.”
Go to Payments tab (not Customers), find the charge, click 'Refund', then you can set a custom amount instead of full.