NSPN Posted December 3 Posted December 3 We offer membership as a product. One year term, can renew automatically if payment method permits and member enables. Sometimes a membership expires and the member can't renew: it's possible to view the expired product in the store, but not possible to purchase or renew. Option to allow users to purchase more than one is off. This has happened for years over many releases.
teraßyte Posted December 3 Posted December 3 If a member cancels the renewal, when it expires, the renewal data (cost/period) is not preset and the user can't renew by themselves anymore. Just to double-check, is it a product or a subscription? If it's a subscription, I have a modification for v4: https://invisionbyte.net/files/file/303-tb-always-allow-subscription-renewals/ There's no v5 version yet, but I have plans to upgrade it. Just waiting for IPS to add some hook points in the beta version.
NSPN Posted December 3 Author Posted December 3 4 minutes ago, teraßyte said: If a member cancels the renewal, when it expires, the renewal data (cost/period) is not preset and the user can't renew by themselves anymore. This is what happened, at least in the present case. 4 minutes ago, teraßyte said: Just to double-check, is it a product or a subscription? It is a product (although it behaves like a subscription). We haven't enabled subscriptions.
teraßyte Posted December 3 Posted December 3 15 minutes ago, NSPN said: It is a product (although it behaves like a subscription). We haven't enabled subscriptions. Okay, then my modification won't help. It was made to work only with subscriptions (original client's request). 🤷♂️
NSPN Posted December 3 Author Posted December 3 In our case, the expiration date is shown and an email is sent to notify the member of expiration. It just isn't possible to renew. That's a bug.
Marc Posted December 3 Posted December 3 8 minutes ago, NSPN said: In our case, the expiration date is shown and an email is sent to notify the member of expiration. It just isn't possible to renew. That's a bug. You mentioned there that the user has cancelled. If thats the case, renewal terms are removed, so its no longer possible to renew without you adding new renewal terms
NSPN Posted December 3 Author Posted December 3 It's a product, not a subscription, so there aren't renewal terms. The user cancelled automatic renewals through PayPal, but it should still be possible to renew manually. I just turned off option "Allow users to purchase more than one?" under Store Settings for the product, and it's now possible to purchase/renew. This would allow a user to purchase two simultaneous memberships, which isn't appropriate, but perhaps that's better than prohibiting renewals. It seems that the system isn't clearing a flag when a product expires.
Marc Posted December 3 Posted December 3 Please could you give me an example so I can take a look for you and see whats happened there. It may well be correct, and if so I will let you know. However if not, I can then at least point you to what is causing it
Marc Posted December 3 Posted December 3 Yes, what you are seeing there is indeed correct. When someone cancels, the renew terms are removed. It therefore will no longer allow renewal of that product, and the only way to change it at that point would be for admin to reinstate renews. So what you would do is click edit on the purchase, and add renewal details in there. Once you have done this, the customer can renew again
NSPN Posted December 3 Author Posted December 3 I added renewal terms to the customer's purchase, and signed on as the customer. I can view the (expired) product, but still can't purchase/renew. I can (and did) generate a renewal invoice, which I couldn't before. Generating a renewal invoice has been standard practice for me in the past when customers couldn't renew, but wasn't possible in this instance, presumably because of the canceled auto-renewal.
NSPN Posted December 3 Author Posted December 3 We do lose members/customers because of this. Membership is our only source of income, to pay Invision or anything else. If the system is operating as intended, one might review the intent.
Jim M Posted December 3 Posted December 3 32 minutes ago, NSPN said: I can (and did) generate a renewal invoice, which I couldn't before. Generating a renewal invoice has been standard practice for me in the past when customers couldn't renew, but wasn't possible in this instance, presumably because of the canceled auto-renewal. The user would be able to view the purchase in their Client Area and generate a renewal that way or you as the administrator would do that. There would be no way from the purchase store page to do that. 22 minutes ago, NSPN said: We do lose members/customers because of this. Membership is our only source of income, to pay Invision or anything else. If the system is operating as intended, one might review the intent. Please feel free to submit a suggestion in our Feedback forum 🙂
NSPN Posted December 3 Author Posted December 3 7 minutes ago, Jim M said: The user would be able to view the purchase in their Client Area and generate a renewal that way or you as the administrator would do that. There would be no way from the purchase store page to do that. Please feel free to submit a suggestion in our Feedback forum 🙂 Neither the user nor the admin can generate a renewal invoice after cancellation of auto-renew until renewal terms are edited. This is a defect. If it were possible, to expect a user to know to go to the client area when the store product page won't permit purchase is unreasonable.
Stuart Silvester Posted December 3 Posted December 3 Check that you have the setting enabled so customers can generate their own renewals for a product. AdminCP > Commerce > Products > Edit Product > Client Area Settings tab > Allow customer to renew? Jim M 1
Jim M Posted December 3 Posted December 3 1 minute ago, NSPN said: Neither the user nor the admin can generate a renewal invoice after cancellation of auto-renew until renewal terms are edited. This is a defect. Apologies, my above comment was geared towards not being able to generate a renewal after the terms were added back in.
NSPN Posted December 3 Author Posted December 3 26 minutes ago, Stuart Silvester said: Check that you have the setting enabled so customers can generate their own renewals for a product. AdminCP > Commerce > Products > Edit Product > Client Area Settings tab > Allow customer to renew? Yes, that was and is enabled; also customer can renew any time.
NSPN Posted December 3 Author Posted December 3 3 hours ago, Marc said: Yes, what you are seeing there is indeed correct. When someone cancels, the renew terms are removed. It therefore will no longer allow renewal of that product, and the only way to change it at that point would be for admin to reinstate renews. So what you would do is click edit on the purchase, and add renewal details in there. Once you have done this, the customer can renew again Could this be changed so that an auto-renewal could be cancelled while still allowing manual renewal?
Marc Posted December 3 Posted December 3 Something is out here. Please could you let me know the next time you have one? From what I can see, he should still have been able to renew. The user cancelled their paypal, then explicitly cancelled in their client area, which removed the renewal terms.
Marc Posted December 3 Posted December 3 I’m just re-reading what you said on pm and your wording is making me wonder, where are you going to renew? Are you going to his client area/purchases? Or when you say the below are you looking for renew in the store item? ”Log in as ***. Go to store, to membership product. You can view expired purchase but can't purchase/renew.”
NSPN Posted December 3 Author Posted December 3 28 minutes ago, Marc said: Something is out here. Please could you let me know the next time you have one? From what I can see, he should still have been able to renew. The user cancelled their paypal, then explicitly cancelled in their client area, which removed the renewal terms. I see that activity. The user cancelled PayPal auto renewal. The user remained a member, so I'm not sure if he explicitly cancelled his membership (doubtful) or if the terms were removed by the PayPal cancellation. 11 minutes ago, Marc said: I’m just re-reading what you said on pm and your wording is making me wonder, where are you going to renew? Are you going to his client area/purchases? Or when you say the below are you looking for renew in the store item? ” Log in as ***. Go to store, to membership product. You can view expired purchase but can't purchase/renew.” Go to store, to membership product, there click on View Purchase, which takes you to Home/Billling and Purchases/Manage Purchases. From there there was no option to renew until I restored the renewal terms as admin.
Marc Posted December 3 Posted December 3 17 minutes ago, NSPN said: I see that activity. The user cancelled PayPal auto renewal. The user remained a member, so I'm not sure if he explicitly cancelled his membership (doubtful) or if the terms were removed by the PayPal cancellation. Go to store, to membership product, there click on View Purchase, which takes you to Home/Billling and Purchases/Manage Purchases. From there there was no option to renew until I restored the renewal terms as admin. Ah, you would need to select the purchase and click to reactivate it first. Next time you have one, if you are unsure please let us know so we can take a look first
NSPN Posted December 3 Author Posted December 3 45 minutes ago, Marc said: Ah, you would need to select the purchase and click to reactivate it first. Next time you have one, if you are unsure please let us know so we can take a look first There wasn't a way to click and reactivate...that's the problem. Will look out for the next occurrence and let you know. A few years ago we switched from PayPal to Braintree (at IC advice) because of auto renewals where the money was taken but the product wasn't renewed. Now Braintree is being deprecated with v5. I've deactivated Braintree in anticipation. Should generate more amusements.
teraßyte Posted December 3 Posted December 3 1 hour ago, NSPN said: There wasn't a way to click and reactivate...that's the problem. Will look out for the next occurrence and let you know. The reactivate option is only available to admins in the ACP. You won't find it on the front end. 👀
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