Members still being billed after cancellation

[uurayan]

We've had a few reports recently that members are still being billed after cancelling their account before the free trial ends. Any idea what could be causing this? What part of the log(s) do i need to post to help diagnose this problem. Thank you for you time.

[Cristián Lávaque]

Hi Uurayan.

What gateway are you using? Could you post the shortcode for your button/pro-form? What versions of WordPress, s2Member and s2Member Pro are you using?

You can post the log entries for the transactions related to the user that had the problem, x'ing out any private info. WP Admin -> s2Member -> PayPal Options -> Account Details -> Enable logging

[uurayan]

heres one of the shortcode we're using,

[s2Member-Pro-PayPal-Form level="2" ccaps="" desc="2 Weeks free / then $15 USD / Monthly ( recurring charge, for ongoing access )" ps="paypal" cc="USD" ns="1" custom="ukuleleunderground.com" ta="0" tp="2" tt="W" ra="15" rp="1" rt="M" rr="1" accept="paypal,visa,mastercard,amex,discover,maestro,solo" accept_via_paypal="paypal" coupon="" accept_coupons="0" default_country_code="" captcha="0" /]

We're using s2member pro and paypal pro as our gateway.

[Cristián Lávaque]

Thank you.

What versions of WordPress, s2Member and s2Member Pro are you using?

Could you post the log entries for the transactions related to the user that had the problem, x'ing out any private info? WP Admin -> s2Member -> PayPal Options -> Account Details -> Enable logging

[uurayan]

Im looking through the logs and no cancellation IPN is being created when they try to cancel through our website. This has happened multiple times now.

Currently using WP 3.2.1 I just upgraded to the latest s2member pro. Do you think this might resolve some issues, it might have been a few weeks since i last did an update to the plugin

[Cristián Lávaque]

How are they cancelling? This video may help: http://www.s2member.com/paypal-modifica ... ons-video/

[uurayan]

We're still running into tons of these problems with people canceling before their trial ends and then being billed. it's making us look very bad and its such a headache having to go through paypal to find them and manually cancel and refund their cc payment. They are using the cancel subscription button. Need a solution quickly.

[Cristián Lávaque]

I understand. It must be a real pain.

Could you please post the log entries related to a subscriber that cancelled during trial and was then billed? x'ing out any private info, please. WP Admin -> s2Member -> PayPal Options -> Account Details -> Enable logging

Does this happen with every user that cancels during the trial or only some?

[Jason Caldwell]

Thanks for the heads up on this thread Cristian.

In this case, we need to see your log file here please:
/wp-content/plugins/s2member-logs/paypal-api.log

When a Customer uses the Cancellation Form produced by s2Member Pro Form Shortcodes, it will leave a log entry inside your /paypal-api.log file. If something out of the ordinary is occuring on your installation, that log file will indicate what it is for us, and shed light on a possible solution to the issue.

* Please be sure to XXX out any private details before posting your log entries. If you prefer, you can email them to us for review, via: websharks-group@googlegroups.com.

[Jason Caldwell]

Log file received. Investigating now.

[Jason Caldwell]

Thanks for your patience.

I've just finished reviewing your log file. I'm only finding one entry in your log where a customer attempted to cancel future billing via an s2Member Pro Form. The log entry indicates that s2Member's attempt to cancel future billing was successful. Please let me know if I'm missing something. Your log file dates back to Dec 26th, so perhaps there is not enough information yet?

Code: Select all

Memory 46.39 MB :: Real Memory 46.75 MB :: Peak Memory 46.54 MB :: Real Peak Memory 46.75 MB
xxxxxxxxxxxxxxxxxxxxx.com/cancel-my-uu-subscription/
User-Agent: Mozilla/5.0 (Macintosh; Intel Mac OS X 10_7_2) AppleWebKit/534.52.7 (KHTML, like Gecko) Version/5.1.2 Safari/534.52.7
-------- Input vars: ( Tue Dec 27, 2011 2:47:03 am UTC ) --------
array (
  'METHOD' => 'ManageRecurringPaymentsProfileStatus',
  'ACTION' => 'Cancel',
  'PROFILEID' => 'I-LCWGJDGM6TER',
  'VERSION' => '71.0',
  'USER' => 'xxxxxxxxxxxxxxxxxxxx',
  'PWD' => 'xxxxxxxxxxxxxxxxxxxxxxxxxx',
  'SIGNATURE' => 'xxxxxxxxxxxxxxxxxxxxxxxxxxxxx',
)
-------- Output string/vars: ( Tue Dec 27, 2011 2:47:03 am UTC ) --------
PROFILEID=I%2dLCWGJDGM6TER&TIMESTAMP=2011%2d12%2d27T02%3a47%3a03Z&CORRELATIONID=6f5ff9f273422&ACK=Success&VERSION=71%2e0&BUILD=2230381
array (
  'PROFILEID' => 'I-LCWGJDGM6TER',
  'TIMESTAMP' => '2011-12-27T02:47:03Z',
  'CORRELATIONID' => '6f5ff9f273422',
  'ACK' => 'Success',
  'VERSION' => '71.0',
  'BUILD' => '2230381',
)

[uurayan]

We still get complaints every week of people trying to cancel but are still being billed. It appears that though s2member thinks it correctly sent the info to paypal, paypal continues to bill them the monthly subscription. Is there a way i can check this to fix it? it's become such a pain to manually go into paypal to cancel accounts and refund money. We are willing to pay support to just go in and fix it. We just need it fixed NOW.

[uurayan]

Im trying to gather all the information from the last failed payment, when they cancelled, and method of cancellation to see if that helps figure this out. thanks for the help with this issue.

[Jason Caldwell]

Thanks for the follow-up.

Exactly. However, s2Member keeps a log of not only it's communication to PayPal, but also the response it received from PayPal. PayPal's response in the log entry that you posted was "Success", indicating that cancellation DID occur in this case. If there are other cases that you'd like me to review, I'll be happy to do that with you. Please post any additional log entries that you have and I'll take a look.

Code: Select all

array (
  'PROFILEID' => 'I-LCWGJDGM6TER',
  'TIMESTAMP' => '2011-12-27T02:47:03Z',
  'CORRELATIONID' => '6f5ff9f273422',
  'ACK' => 'Success',
  'VERSION' => '71.0',
  'BUILD' => '2230381',
)

You may also want to consult with PayPal customer service regarding these incidents. If s2Member is getting a "Success" response, but customers are continuing to be billed, that would indicate to me there is a deeper underlying issue with your PayPal account; which PayPal might be able to assist you with.

[uurayan]

I think we may have figured out the problem. We are currently trying to confirm now but it appears to be that the users are deleting their buddypress profile thinking that that is canceling their subscription. If this is the case s2member is functioning perfectly fine, its just that our site is not making it clear on how to delete your account.

Thank you Jason and Cristian for your patience and feedback. I will keep you updated.

[Jason Caldwell]

Thank you VERY much for the follow-up on this. I'm happy to hear that you resolved this. I was beginning to pull my hair out on this one. I sincerely do appreciate the follow-up.

So it sounds like you resolved this by disabling the "delete account" capability in BuddyPress, and instead directed customers to your Pro cancellation form.

SNAG-0004.png (20.72 KiB) Viewed 364 times

[uurayan]

Yes ive removed the buddypress option to delete account, removed the free account option ( was just getting tons of spammers in), and included explicit instructions in the welcome email about how to cancel your account. Hopefully this solves the problem.

Thanks again for the patience and help.

[Jason Caldwell]

Thanks for the confirming this.
~ MUCH appreciated!