“Refunds and chargebacks are something that people tend to forget about — like they never happen — and you might be messing up with your system. You really need to understand your whole set of metrics and how they all work together.”

Refunds and chargebacks quietly erase paywall wins — include them in every experiment read-out

Most subscription teams look at conversion, trial rate, and renewal — but skip refunds and chargebacks in their standard dashboards. A new payment method, a promotional offer, or a paywall change can suppress your refund rate or spike it, materially changing whether the experiment was actually positive. Treat refund rate as a mandatory metric in every paywall read-out.