Paid Membership Pro incorrectly takes repeat stripe payment.

  • Resolved hit247

    (@hit247)


    2 years, 12 months ago

    During the pandemic lockdown the theatre had no visitors, so we setup an online/virtual tour. We chose paid membership pro and created a membership to view the online tour. This cost a one time ￡5 payment to help cover the costs of the video and generate some funds for the charity. A year later customers are incorrectly being charged again in stripe. In pmp the settings look orrect, it should not be repeat charging. The charity has refunded manually through stripe but this then cancels the client subscription in pmp.

    We are concerned about the theatres community integrity and need to solve this problem.
    1. Clients should not be charged twice.
    2. Clients should not have their membership cancelled when refunded for an incorrect charge.

    The page I need help with: [log in to see the link]

Viewing 8 replies - 1 through 8 (of 8 total)
  • Thread Starter hit247

    (@hit247)

    Any ideas, what I can try. We keep providing refunds through stripe to keep customers happy but this cancels their membership on our website.

    Plugin Author Andrew Lima

    (@andrewza)

    Hi @hit247

    Looking at your levels, I only see that your online tour is non-recurring and a one-time fee which shouldn’t be charging customer’s annually.

    Your other levels are setup to renew yearly, did these members have a previous membership level before signing up for the online tour? Is it happening to all members or only some?

    I’d recommend looking in Stripe for Subscriptions and cancel these if they should not be subscriptions – I cannot say why this is happening without knowing more but subscriptions are created during checkout and then Stripe will handle the charging of accounts moving forward and send that information to Paid Memberships Pro.

    If you need help figuring out why this is happening, please reach out to a local WordPress developer.

    Paid Membership Pro repeat stripe payment.

    I was using plugin but now what i see is that Plugin is charging user again even if there is issue with plugin or stripe is charging.

    Thread Starter hit247

    (@hit247)

    Hi Andrew,
    The check box for recurring is unticked for the online tour, but it seems to be ignored.
    People who signed up to support the theatre during the lockdown just bought the On line tour for a ￡5 payment.

    It should not repeat.

    I have added an expiry after 10 years but this makes no difference.

    Should I add a new level called virtual tour and hope re-creating it fixes the issue? If i do this how can I bulk edit the existing members, to change them from online tour to Virtual Tour ?

    Many Thanks

    Steve

    Thread Starter hit247

    (@hit247)

    Hi Andrew,
    I have just been researching this further with the theatre team. Originally the recurring tick box was active. On the 3rd May 2021 it was unticked.

    So I am guessing any member who joined before the 3rd of May will be recurring and any after 3rd May will be one off payment.

    Is there a way I can edit the people who signed up before the 3rd May 2021?

    Thanks

    Steve

    Plugin Author Andrew Lima

    (@andrewza)

    User’s are “locked” into their subscriptions in terms of recurring payments and amounts. You would need to cancel these recurring payments/subscriptions and give these user’s an expiration date instead.

    This will then expire the user’s membership level if that date is reached, or they may manually purchase that level again to continue their membership and they won’t be automatically charged.

    Changing level settings will only affect new signups that occur after the change is happened and it won’t affect any pre-existing members for that level.

    I hope this helps clear things up.

    Hi
    I am using pro membership plugin On one website i want to import all data to new website but there i am not seeing nay option for import for this plugin Can you Please help me out so

    Thread Starter hit247

    (@hit247)

    Hi Andrew,
    We have re-created the wordpress website due to years of old files slowing the site down. We inherited a mess 8GB size.
    We have created the site now and it is much smaller 980MB and performs well. We now need to install Paid Membership Pro again and import the users i guess ? Also create the levels and edit each user.

    Is there a specific process of re-installing a current version of Paid Membership Pro ?

    Is there a backup and restore ?

    Kind regards

    Steve

Viewing 8 replies - 1 through 8 (of 8 total)
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