Bug: Change plan+change card at same time = We lose money
There is a problem we have identified where if a user changes their plan and card at the same time, the existing invoice does not get charged and never will get charged, and so we lose that money and have to figure out how to get it back outside of CG somehow, or add it as a one-time charge and explain it to the customer, which is SUPER messy and confusing.
Steps to repeat:
1. Sign up for plan A with a valid card.
2. Let a month go by, make the card have no balance and CG will
attempt to rebill 5 times (at seemingly random intervals) and
eventually cancel the account. Now this person owed money.
3. Go to CG admin (or make a UI using the API) and change the plan
and update the credit card to one that has money on it.
Expected result: existing invoice is charged and plan is changed to
new plan.
Actual result: Existing invoice is not charged (seems like it
attempts to bill old card, which fails), and plan is changed to new
plan.
Is that clear enough? This is obviously a pretty big impact bug since it means that anyone using CG will hit this problem and potentially cause an invoice to not be billed.
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Support Staff 1 Posted by Marc Guyer on 21 Jan, 2011 05:01 PM
Hey Chris -- Thanks very much for the thorough report! This bug is a bit of an edge case but one of our devs found this to be "icky" so a fix is going into our next maintenance release. It shouldn't be more than a day or two.
Marie brought an example of this to our attention a few days ago and we tried to run the missed transaction for her but it was declined. Too bad, they still owe you $19 or so. In the future, the outstanding invoice will be settled before the plan change occurs. Since you prorate and bill immediately on plan change, if the transaction is declined on plan change, the change will fail and the customer will remain on the old plan in active status.
2 Posted by chris on 24 Feb, 2011 01:40 PM
Did this actually get fixed and deployed?
Support Staff 3 Posted by Marc Guyer on 24 Feb, 2011 06:18 PM
Yes, according to our logs the fixed was deployed on 1/23.
Marc Guyer closed this discussion on 09 Mar, 2011 08:52 PM.