Double Charging Issue on Renewal Subscriptions

  • Resolved ivrok

    (@ivrok)


    1 year ago

    Dear Support Team,

    I am reaching out to report a critical issue we have encountered with the Braintree for WooCommerce Payment Gateway on our website, gardensavvy.com.

    Over the past few days, we have received multiple complaints from our clients regarding an issue where their subscription renewals were charged twice. These incidents were not reflected in our website’s orders or logs, which initially made it difficult to verify the claims. However, upon reviewing our Braintree account, I confirmed that the double charges indeed occurred, with clear evidence of two transactions being processed for a single renewal subscription.

    This issue has not only caused financial inconvenience to our customers but also led to a loss of trust in our payment processes. Therefore, we urgently need your assistance to:

    1. Investigate the root cause of these double charges.
    2. Guide us on how to refund the duplicate transactions to the affected customers.
    3. Provide steps or measures to prevent this issue from happening in the future.

    I have attached screenshots and relevant documentation from both our Braintree account and our website backend to assist in your investigation.

    Next screenshots from the Braintree log. There is a bunch of log that shows one renewal request of our client. I couldn’t find duplicate requests in the log.

    Your prompt attention to this matter is highly appreciated as we strive to resolve this issue and restore confidence in our payment systems. Please let me know if there is additional information you require or specific steps we should follow while you are looking into this.

    Thank you for your immediate attention to this matter.

    Best regards,

    Ivan

Viewing 5 replies - 1 through 5 (of 5 total)

  • Hey there, @ivrok! Thanks for contacting us.

    I understand how important it is to solve this issue as soon as possible and I’m happy to help.

    • To confirm, the plugin you are using for subscriptions, is it WooSubscriptions or another one?
    • Has this happened to all renewals since a specific date or are there some that are charging correctly?
    • From your screenshot it seems this happens regardless of the payment method (different credit cards, paypal balance, etc), correct?

    Furthermore, I’d like to understand your site properly. Please share with us the necessary information below for us to investigate the issue further:

    System Status Report which you can find via WooCommerce > Status > Get system report > Copy for support.
    Fatal error logs (if any) under WooCommerce > Status > Logs. Then you can use the selector to search for Fatal Errors.
    You could copy and paste your reply here or paste it via https://gist.github.com/ and send the link here.

    I understand you need a way to refund it directly from Braintree since you can’t see the double charge on Woo, correct? You can find more about this in this guide.

    Looking forward to your reply.

    Have a wonderful day!

    Thread Starter ivrok

    (@ivrok)

    Hey @carolm29.

    Thank you for your response.

    To confirm, the plugin you are using for subscriptions, is it WooSubscriptions or another one?
    Yes, it is the WooCommerce Subscriptions 5.0.1. Also the version of the plugin Braintree for WooCommerce Payment Gateway is 3.1.2.

    Has this happened to all renewals since a specific date or are there some that are charging correctly?
    I just checked transactions today and yes, it seems they are all duplicated on the braintree platform.

    From your screenshot it seems this happens regardless of the payment method (different credit cards, paypal balance, etc), correct?
    My website allows only paypal and credit cards.

    The system report is under this document . The access is restricted. You can have it if you’ll share with me your email.

    Yes, refund is one more important point, but firstly I’d like to stop this duplicating.

    • This reply was modified 1 year ago by ivrok.
    Plugin Support omarfpg a11n

    (@omarfpg)

    Hi @ivrok,

    Please note that you can share such a document with us via our secure tool,?https://quickforget.com/. Upload the document to that platform, and then share the link with us here.

    Additionally, since this relates to a premium extension (WooCommerce Subscriptions), please know that you contact us directly via [Woo.com → My Account → Support] for further help with this.

    You may need to log in to the account used to purchase the extension before you are able to access that page. As per the [forum guidelines], no support for premium extensions is done here but we will be happy to assist you further from there.

    All the best,
    Omar

    Thread Starter ivrok

    (@ivrok)

    Hi Omar and @carolm29.

    The issue has been resolved, it appeared that my dev mirror was working in the live environment, system was thinking that it is production and charging same accounts.

    Thank for your responses and sorry for bothering.

    Plugin Support ckadenge (woo-hc)

    (@ckadenge)

    Hello @ivrok,

    I’m glad to hear that your issue has been resolved.

    No need to apologize at all, we’re here to help whenever you need assistance.

    If you have any more questions or encounter any other issues, please don’t hesitate to contact us.

    We’re always here to help.

Viewing 5 replies - 1 through 5 (of 5 total)
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