We're not receiving any money, but the user get credited for it
So there's a potentially big issue that's risen out of another issue. So there's the PayPal pending state / decline bug where users can't upgrade on a prorated account of whatever that error is. And from that the user can't do anything, nor can we, with their account until y'all can find a fix for it.
The only fix on our end is to have them change their payment source from PayPal to credit card. Now what we just saw is that once they do that, their past declined/pending payment "goes through", but we're not actually seeing the money in our bank account. We're still double checking past issues like this to make sure, but wanted to report right away.
Here's the scenario in question. The user tried to upgrade to a yearly plan and got the prorate error. So we advised her to change her payment source for it to work. She did and then signed up for a monthly plan because she was afraid of the bugs on the yearly plan (also bad for us). Then upon her payment source switch, the invoice for the yearly plan "went through" but then downgraded her to monthly, leaving her with $100 worth of credit - therefore she essentially wouldn't have to pay for the monthly plan for a year.
A separate issue is that she had a 3 month promo code on her account, and when she tried to upgrade to yearly, it was showing that she had to upgrade for a 3 year period in PayPal.
Love y'all, but to be frank these bugs are causing a lot of headaches internally so we're considering switching providers if we can't find fixes. And we haven't heard back from y'all on back past bug reports which is disheartening.
Def possible that the payment will go through and this is a misreport, or it's something in our architecture that's buggy. My apologies if that's the case as I know how customer service / bug reports are often just the user being a dumbass, but at this point we haven't seen anything and help would be greatly appreciated.
https://cheddargetter.com/admin/customers/invoice-history/id/61d353...
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1 Posted by Jess Pendley on 05 Dec, 2013 04:51 PM
Hi --
I just wanted to reassure you that we are looking into this and someone will be back with you as soon as possible. We apologize for any inconvenience being caused by anything on our end and we'll work to determine a solution to the issue as promptly as possible.
Support Staff 2 Posted by Marc Guyer on 05 Dec, 2013 08:29 PM
Hi --
This edge issue is not a quick fix unfortunately as we've discussed. It will be fixed as part of a refactor of the PayPal handling.
Looking at this customer:
https://cheddargetter.com/admin/customers/invoice-history/id/61d353...
There was a $99 transaction on invoice 2566 on 2013-12-04. I've confirmed that it was approved and batched later that evening. Funding to your bank account takes at least a couple of business days.
This was also asked here:
http://support.cheddargetter.com/discussions/problems/6393-yearly-p...
I see also that that one was double posted:
http://support.cheddargetter.com/discussions/problems/6400-yearly-p...
Maybe you missed our response sent an hour after the first post?
Here's a look at all of your posts from this user account:
http://support.cheddargetter.com/users/2421011
It looks to me like we've promptly answered all of those. Are there others we're missing?
Jess Pendley closed this discussion on 07 Apr, 2014 04:47 PM.