No answer to support email?

  • Resolved tbo460

    (@thibotus01)


    1 month, 1 week ago

    Hi,

    I sent a support email (regarding order status issue) with login details but I’m not getting any answer and no confirmation email as well. I also sent a second email.

    Is there something wrong with support@payment.. ?

    Thanks

Viewing 11 replies - 1 through 11 (of 11 total)
  • Plugin Author Payment Plugins

    (@mrclayton)

    Hi @thibotus01

    When did you sent the request? There was an issue with our email provider on Saturday so some emails may have been dropped.

    Can you please resubmit your request?

    Kind Regards

    Thread Starter tbo460

    (@thibotus01)

    Sunday & yesterday but no answer. I’m sending again now.

    Plugin Author Payment Plugins

    (@mrclayton)

    Nothing received so far. We do have other support requests coming through.

    Thread Starter tbo460

    (@thibotus01)

    I already resent email and I’m not getting the confirmation email I usually receive. Please check your server / spams.

    Plugin Author Payment Plugins

    (@mrclayton)

    Yes spam etc has been checked and we are receiving other support requests. Please just use this support thread to ask your question.

    Please do not offer to share login details via www.remarpro.com as that is against the forum policy.

    Thread Starter tbo460

    (@thibotus01)

    Since recent updates your Stripe (and paypal) plugin seems to
    block/prevent the default behavior of WC when a product is virtual &
    downloadable. WC doesn’t set the order status to “Completed”.

    The order status in your stripe plugin setting is set to “Default”.

    No issue with other payment gateways.

    I did a minimal setup and provided login details by email. I suggest now you check yourself in your own environement.

    • This reply was modified 1 month, 1 week ago by tbo460.
    Plugin Author Payment Plugins

    (@mrclayton)

    Hi @thibotus01

    No recent updates have made any changes to how the checkout flow logic works.

    I suggest now you check yourself in your own environement.

    Yep tested it and it worked perfectly. The issue isn’t on our end, that plugin code hasn’t changed for years.

    Kind Regards,

    Thread Starter tbo460

    (@thibotus01)

    In this case please investigate in my environement provided by email and please share an alternate support email that is working for everyonne.

    Plugin Author Payment Plugins

    (@mrclayton)

    Hi @thibotus01

    In this case please investigate in my environement

    Given that the issue is likely caused by your specific setup, I would recommend that you perform some testing via process of elimination. Start with just WooCommerce and Stripe. Also, ensure your product is actually virtual and downloadable. Confirm that both checkboxes are selected within the WooCommerce edit product page.

    When the Stripe plugin’s “order status” option is set to “default”, there is no interaction with the order status from the Stripe plugin.

    Kind Regards

    Thread Starter tbo460

    (@thibotus01)

    I did check this. If you don’t want looking at my environement plesase provide your environement you just tested so I can compare.

    Thank you

    Plugin Author Payment Plugins

    (@mrclayton)

    Hi @thibotus01

    You can always submit a request via the Help Widget in the plugin, which goes directly to Zendesk.

    We don’t share testing environment details here.

    Kind Regards

Viewing 11 replies - 1 through 11 (of 11 total)
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