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PayPal Developer Community >
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Technical Discussion >
Basic Website Payments >
Not all subscription payments are coming in!
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Not all subscription payments are coming in!
[ Edited ]
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E-junkie
Ace Developer
Posts: 792
Registered: 08-17-2006
Message 1 of 29
Viewed 8,461 times
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My subscriptions payments have dropped suddenly since 27th. For example I had more than 70 payments due on 28th, I've got 14!
That can't be right!! Is anyone else facing the same issue?
Message Edited by E-junkie on 12-30-2007 07:50 PM
Robin K
Developer, E-junkie Shopping Cart and Digital Delivery
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12-30-2007 06:47 PM
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Re: Not all subscription payments are coming in!
[ Edited ]
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yuzairy
Visitor
Posts: 2
Registered: 12-30-2007
Message 2 of 29
Viewed 8,440 times
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Similar user reported this problem at this thread:
http://www.pdncommunity.com/pdn/board/message?board.id=basicpayments&message.id=17016
I watch my cashflow like a hawk and notice that some subscriptions did not comes in starting on 28 Dec 07.
The strange this is, some went through, some didn't.
I emailed Paypal (from within my account) and got this reply:
Do you mean that you have not received some subscription payment you
should have?
According to your issue, there are a lot of reasons can cause this
problem. May be your buyer has cancelled the subsription or there is
something wrong with the buyer's funding source. Or it is due to the
design of your website .
I suggest you to contact the buyers to identify the exact problem. If
they have not cancelled it or have no problem with the funding source,
please contact us again.
I emailed them back saying this:
The due dates on the subscription IDs sent earlier are obtained
directly from my Paypal account. There is no recent changes to my
website nor the shopping cart for the past 30 days. So I don't think
it's the problem.
When I do a search in my Paypal account, all these subscriptions are
STILL ACTIVE yet their next payment due date had already past.
In addition, these are not new subscribers. They had at least made 2
payments in the past with some of them had already made 4 payments.
Normally if there's a problem in the buyer funding source, Paypal will
notify me regarding a failed subscription payment and will retry 3
times before canceling them. But for these subscriptions, no attempt
has been made.
For the records, here are the problematic subscriptions as of at time
of writing:
<subscription numbers deleted for privacy reasons>
And got another reply from another rep:
Do you wan to know why the recent monthly fees of subscription were not
charged from some of your customer by your checking the status of the 9
order being active?
Due to the special order method of subscription, I am very sorry we can
not locate the reason of your problem only based on the clues you
offered, and we also need the information from your customer sides.
Could you kindly ask these customers to contact us regarding it? I think
it will be helpful for us to clarify this issue.
I sincerely apologize for the inconvenience caused you.
If you need any other further assistance, please do not hesitate to
contact us.
I've already given them the list of subscription IDs and I can't believe they say they can't check it. The subscription ID numbers are unique for a reason, don't you think?
And to ask my customers to contact Paypal is the last thing I want to do. Why bother them (especially during the holidays) if this is the problem caused by Paypal in the first place?
I'm crossing my fingers hoping that the subscriptions will be processed asap.
Message Edited by yuzairy on 12-30-2007 11:12 PM
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12-30-2007 10:53 PM
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Re: Not all subscription payments are coming in!
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InDigital
Contributor
Posts: 18
Registered: 09-02-2007
Message 5 of 29
Viewed 8,383 times
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I'm on the phone with PayPal again this morning, and still the people answering the phone are acting like this is news and they know nothing about it. Have you guys all submitted support tickets?
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12-31-2007 06:28 AM
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Re: Not all subscription payments are coming in!
[ Edited ]
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schedeler
Regular Visitor
Posts: 10
Registered: 12-28-2007
Message 8 of 29
Viewed 8,366 times
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We've been contacting PayPal every way possible for nearly two weeks about this problem, and every time we get a different runaround from them. On two occasions they have admitted that this is a known problem, but they will not provide any time frame of when the problem will be fixed. Can anyone recommend an alternative provider of subscription payment services? Update: From a little Google research, this is not the first time the subscription payment services of PayPal have failed.
Message Edited by schedeler on 12-31-2007 10:03 AM
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12-31-2007 07:47 AM
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Re: Not all subscription payments are coming in!
[ Edited ]
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5buckguy
Newbie
Posts: 1
Registered: 12-31-2007
Message 10 of 29
Viewed 7,357 times
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Same issue here, I normally get about 15 payments a day, I got 2 on Saturday, 2 on Sunday, and 0 today. This has happened before, they seem to do upgrades just before going away for a weekend or holiday or something, that I don't understand. Hopefully this outage won't last as long as the last one. One good thing, the income will be postponed until the 2008 tax year, so that's a positive.
Message Edited by 5buckguy on 12-31-2007 11:27 AM
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12-31-2007 08:26 AM
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