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Monthly Overage error

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Tammy Rutherford

Oct 16, 2013 @ 04:19 PM

We think we are still seeing the same issue reported by you and us with respect to registrations carrying over into the following bill cycle. This case is for customer Ag Spectrum/ Brian Macomber. Your system showing 92 registrations but our system only has 2.

Is this a known error? If so, we need to get an update on how widespread the issue is and when there will be a fix.

Thanks

Customer ID is 19621093-532c-46cc-83e5-f9565685b1d2

1. 1 Posted by Dean on Oct 16, 2013 @ 07:28 PM

   

   HI Tammy -- Thanks for reporting this. My memory is failing me about the previous issue. Could you reference it somehow?

   Your system showing 92 registrations but our system only has 2.

   Do you suspect this has something to do with the plan change that occurred today? We'll also be taking a closer look and getting back to you. Thanks!

   Best,
   Dean

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2. 2 Posted by Tammy Rutherfor... on Oct 16, 2013 @ 08:29 PM

   

   Here is the original issue from July- with an isolated incident in
   September that looks like this recent issue

   http://support.cheddargetter.com/discussions/general/7332-item-quantity-updates

   If this is a bug related to price plan changes, we'll need to get more
   information from you on what the issue is and when the fix will be pushed.

   Thanks
   Tammy

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3. 3 Posted by Tammy Rutherfor... on Oct 21, 2013 @ 02:41 PM

   

   Hey Guys,

   Any updates here? I have a client waiting for an answer on our end and need
   to know if this bug is isolated to this account or showing up in others.
   And if a bug, details of the cause and timeframe for the fix.

   Thanks
   Tammy

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4. 4 Posted by Tammy Rutherfor... on Oct 23, 2013 @ 04:19 AM

   

   We are still waiting on an update and need to get this resolved before our
   next charge to the customer. Any updates?

   Thanks

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5. Support Staff 5 Posted by Marc Guyer on Oct 23, 2013 @ 02:19 PM

   

   Hi Tammy -- Sorry for the delay. This is a result of multiple plan changes within the billing period. The customer changed from Medium to Little and back to Medium on 9/27. That resulted in the effective item quantity period crossing the plan changes.

   I've fixed this account for you to have quantity=2 for the current period. The dev team will take a closer look at this soon. We'll update your here when we know more.

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6. 6 Posted by Tammy Rutherfor... on Dec 17, 2013 @ 06:30 PM

   

   Hi Marc,

   We are still seeing this issue- just had 2 of them this week. The most recent one (customer is Mainfor 68dd3b3a-0b9f-4861-927c-9bdbc9122d6f). They downgraded today, but the regs from their last bill cycle (12/2/2013) are still showing.

   I can fix this one manually but want to know if you can take a closer look. This one is different than some others we have seen.

   Thanks,
   Tammy

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7. Support Staff 7 Posted by Marc Guyer on Dec 18, 2013 @ 05:25 PM

   

   Hi Tammy -- Did you already fix this one?

   https://cheddargetter.com/admin/customers/get/id/d266fc67-13d5-11e3...

   If so, what did you do? Set their item quantities to zero?

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8. 8 Posted by Tammy Rutherfor... on Dec 18, 2013 @ 06:11 PM

   

   Yes- I manually reset their quantity to zero.

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9. 9 Posted by Jess Pendley on Jan 02, 2014 @ 04:04 PM

   

   HI Tammy --

   I'm just checking in to see if you've had any more recent occurrences of this issue that we can reference?

   Thanks.

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10. 10 Posted by Tammy Rutherfor... on Jan 02, 2014 @ 04:38 PM

    

    This issue continues to come up about every other month when a customer
    reports it to us. I understand there is a known bug in Cheddar that is the
    cause. What is the plan on CG's side to fix this?

    Thanks
    Tammy

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11. 11 Posted by Jess Pendley on Jan 15, 2014 @ 05:04 PM

    

    Hi Tammy --

    We believe that we've found a fix for this issue. Since we can't access any of your previous examples of the error we can't say definitively, but we do think that we've found the root issue behind the behavior and solved it.

    I am going to solve this issue out and close the thread, but if for any reason this happens again please let us know.

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12. Jess Pendley closed this discussion on Jan 15, 2014 @ 05:04 PM.

13. Jess Pendley closed this discussion on Oct 21, 2014 @ 07:13 PM.