Double Charging Issue on Renewal Subscriptions
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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:
- Investigate the root cause of these double charges.
- Guide us on how to refund the duplicate transactions to the affected customers.
- 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
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