Resubscribes with subscription products

Hi Menno. Thanks for using the plugin.

Can you get back to me with a little more information on the settings and your specific situation. So that I can check the exact logic flow.

Do you have the ‘Track Order Status’ option set?

Was the automation triggered by a product tag or the default tag? I presume it is the product tag but just double checking.

Was the automation triggered by a particular suffix with the tag? That assumes you have the ‘Track Order Status’ option i.e. (pending), (failed), (processing), (on-hold), (cancelled) or (completed)?

In the meantime you could always set the automation to only be triggered once (i.e. change that automation, for the tag is added trigger, so that it runs once rather than multiple times).

Thanks,
Matthew

Hi Matthew,

Thanks for your response.

We have a product with recurring payments and offer extra support with manuals. We use Active Campaign for this. We use the Woocommerce Subscriptions plugin for this. I noticed that the automation starts over after the first renewal.

We have a default list with a automation and after this the subscriber gets in a ‘splitter’ automation, based on the product tag it separates the subscriber in other lists.

I think the first automation is triggered by the default list, because it started the first automation. The automation setting in AC was already at running once.

Any idea how to solve this?

Thanks, Menno

Ok. So from the sound of things you are not using the track order status option. Can you check the following settings for me on WP. Goto WooCommerce > Settings > Integration > WC-AC Hook, and let me know if either of the ‘Add/Update Contact’ or ‘Track Order Status’ options are selected (check boxes ticked)?

Just for the time being it might be worth checking the ‘Debug Log’ option (if you have not already done this). I can probably work out what is happening without this but there is no harm is checking it for now.

Can you check my understanding of your explanation. Do you have two automations, one triggered by the default tag being added and another triggered by the product tag being added (or is one of the automations triggered by a contact being added to a list rather than being triggered by a tag?). It is important for me to understand what is triggering any automation i.e. the addition of a tag or the subscription to the list ID in the WC-AC Hook settings?

Thanks,
Matthew

I’m not tracking the order status yet. Both options are unchecked. The debug option is on, but there are no error logs.

I have 4 lists and 2 automations. The first list is default and subscribers get into it by the ActiveCampaign List ID option. All clients get in this list and get a few e-mails. After the last e-mail there is a second automation who splits the subscribers into the other 3 lists based on the product tag. So the default tag does nothing here.

Thanks, Menno

Thanks Menno.

I’m going to do a couple of tests myself later today. Because I want to double check how things work in practice.

By the way if the debug option is checked, then you will find it at WooCommerce > System Status > Logs > wc-ac-hook.-*.log (select the file and view). I don’t think we will learn anything useful from it at the moment. But do check that it is there. You will probably just see one line for each contact when an order is complete. I would expect to see one for each order (including recurring orders).

In theory the contact should only be subscribed to the list ID once. So I would only expect any automation triggered by subscription to a list to be triggered once. Any subsequent orders would just involve a sync. But I want to test this to be absolutely sure.

Similarly with the product tag I would not have expected a recurring order to trigger an automation. The recurring order should sync the same product tag, and since it already exists it should not be considered a new tag (and not trigger an automation). But again I am going to test this to make sure it still works as expected.

I’ll get back to you later today or tomorrow, once I have done these test. If you can see anything else of interest (i.e. unusual) from the WC-AC Hook logs or on the contacts recent activity on ActiveCampaign then let me know. In theory you should be able to tie the time of events in the log to the entering of automations on the contacts recent activity on ActiveCampaign.

Thanks,
Matthew

Hi Matthew, thanks for your research.

This is one of the logs (all other subscription logs look the same):

02-20-2017 @ 14:59:25 – Order ID = 632 (Status = completed). Contact synced successfully (ActiveCampaign ID = 147)

Thanks, Menno

Ok I’ve done some retesting and so far everything is working as expected. The following describes the tests that I have done.

Firstly I am using the same default WC-AC Hook settings as you i.e. contacts are only added when an order is complete.

I created three automations on ActiveCampaign. One triggered by ‘subscribing to a list’ (i.e. the list associated with the ActiveCampaign List ID specified in the WC-AC Hook settings); another triggered by adding the ‘Default Tag’ (as specified in the WC-AC Hooking settings); and the final one triggered by adding a ‘Product Tag’ (as specified in the advanced product settings for one of the products used in the test). All three automations were set to run multiple times.

I manually created an order in WooCommerce with a status of processing and added the product (with the tag that triggers the test automation). I then updated the status of the order to ‘Completed’. As expected the new contact was added to ActiveCampaign and all three automations were triggered.

I then changed the status of the order back to ‘Processing’ and then back to ‘Completed’. This forces a sync with ActiveCampaign (as checked in the debug log) but the automations were not triggered (as expected).

To check again, I created a second order going through the same process. Again the sync with ActiveCampaign happened but the automations were not triggered (as expected).

I also forced a sync after unsubscribing the contact from the list on ActiveCampaign, but again no problems.

Only if I forced a sync after deleting a tag would the adding tag automation be triggered.

I will sleep on it and have a think about other scenarios, but any ideas or comments would be welcome.

Thanks, Matthew

Hi Menno. Hopefully you will have read the previous post so that you can understand where my thinking is at.

Let’s check my assumptions again. You have a contact with a subscription product. I would expect on each renewal that WC-AC Hook should sync the exact same contact details with ActiveCampaign. If the contact is unchanged on ActiveCampaign (i.e. neither the contact or relevant tags have been deleted) then this sync should not trigger either the subscription to list or adding of tag events.

Now I’ve gone over your description of the situation again to check my understanding, and probably need to ask another question.

You have 2 automations. Now in ActiveCampaign automations can be started by actions (triggers) specified at the start of the automation i.e. ‘Add new start’, or from another automation i.e. ‘Start an automation’ action. Can you list all of the actions that can trigger these two automations. If there is nothing sensitive you can even share your automations (under Edit you have a Share option and can post a URL), so that I can even see the triggers for myself.

Thanks, Matthew.