November 1, 2023 in Technical Problems
Hi team, I've a problem with client id=2305. She cancelled the renewal on October 5th and today IPS charge the renewal price and renew the subscription. Can you take a look to the Latest Activity to see the sequence.
It is a bug? How can solve it and refund it?
Thanks a lot.
I can only tell you that the renewal terms were not actually removed there, so you do need to remove those again first of all. I would advise on upgrading to the latest release, and if that happens again please let us know. In the meantime, if you need to refund, you would click the arrow at the right of that invoice, and select the refund button
Thanks @Marc Stridgen, but this user removed the renewal terms, so can be a IC issue. Do you know this issue in the v4.7.13 and it is solved in v4.7.14? Errors do not disappear mysteriously, they will have to be checked to fix them.
For some reason, it hadnt removed the terms there. I can certainly see that is the case. If you would like me to escalate I can do that, however you would need to leave the current situation in place while we investigate. This is what I believed you would likely not want to do. Of course, if this is something that has happened before, then it would need to be looked into further. Dont get me wrong, its certainly an oddity, but its also not one Ive seen before, and I suspect you are unlikely to see again. I'm happy to escalate if you want to leave that in place (do not do anything with that account if so)
Ok @Marc Stridgen I understand, it is my first time too, so it is bether refund this invoice. We can keep open this ticket to tracking this problem.
This topic wont be closed 🙂
I refund and cancel this invoice but IC not reset groups. This user can access to all restringed content and have subscription Active. It is will be renewal on 11/02/2023.
Have you checked what group they were in previously. It can only revert someone to the group they were previously in, so my suspicion would be they were previously in that group themselves. You should see that further own the list
Its worth noting, if its not expired, it wont revert either. According to the screenshot there, its not actually expired (expiry date, plus the grace period).
(Make sure you now remove those terms by the way)
The initial issue I have created a ticket for you on, just so we can double check that for you. The other items however, are working as designed
Ok, thanks @Marc Stridgen I canceled the subscription active and deleted the renewals and IC changed automatically the group assigned to the default. This step work fine and again the cancel/refund invoice process not changed the groups correctly in the first step.
I've another user with the same situation, he removed the renewal terms but IPS did not cancel the subscription. And probably my IPS will charge the renewal price in a few days. User id=2343
Can I cancel manually to avoid stripe fees? There is a heavy problem with stripe or paypal fees for refunds. It is always a cost for us.
Removing renewal terms and cancelling are not the same thing. They have removed renewal terms, so it will not renew. However it does not expire until 16th (they have already paid for that period). Also you have a grace period of 1 day for them to choose to renew, which means its actually 17th
Started 30 minutes ago
Started February 18
Started 2 hours ago