User with payment issue
complete
C
Cat
Hi Max.
I recently had an email from user railise (railise79@gmail.com) in regards to a payment issue they had. It seems a payment failed on the system, but for some reason was still pending despite another payment going through. However the account reverted to a "Free" account so it acted as though the payment had never processed despite the second one going through, and the first one obviously still is pending so the user needs a refund for the time they have been left with a free account despite still paying. I don't know if this makes sense but I've shared the emails the user sent, with screenshots they shared.
The one in red text was the initial email, and the green text is the second email. The most recently dated one of the 6th June is the last email they sent.
Hopefully this is not a difficult issue to fix. For now we've upgraded the user to a VIP account as an apology for the issue they've been having and also to make up for the fact they've been paying for a "Free" account. Once we're able to rectify the issue, we'll refund them, but if you could look into what the problem with the payment might be, in case something needs fixing.
Thanks for looking into this and let me know if you need me to explain better lol!
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Amrayu78
updated the status to
complete
Max Romanchenko
Hi Cat,
Thanks for sending this over. I looked into Rachel's account and found the problem.
The payment on 22 May (order #836, 5 USD) actually went through fine. The bug was that the account stayed on "Free" after it, so it looked like nothing was paid. The other order, #828, was never paid, it's just a duplicate the bug created.
I already cancelled #828, so the "Pay Now" button is gone and there's no risk of paying twice. I also fixed the main bug, so the role now updates correctly after every payment. She also mentioned the Cancel button wasn't working, that was part of the same problem, and it's fixed now too.
About money: there was no double charge. Rachel paid only once (#836). What's fair is to make up for the month she paid for but spent on Free - that's your call. Let's keep her on VIP for now.
Let me know if you need anything else.
Thanks you!
C
Cat
Max Romanchenko Thank you! I will relay this information to Rachel. We'll probably keep her on VIP for just the month because she missed a lot of time having her account stuck on "Free" but will be sure to let her know she can resubscribe once her VIP runs out. I'm sure that there won't be any more issues after but will let you know if there is anything else! Thanks so much!!
C
Cat
Max Romanchenko Leaving this here for you to check - important payment issue!