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PMPro purchases not creating invoice or expiration date in user record in Wordpress

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  • PMPro purchases not creating invoice or expiration date in user record in Wordpress

    Dear PMPro team -

    We've had instances recently where a successful transaction on our Wordpress site via PaidMembershipsPro does not create an invoice in the payment history, and does not update the membership level and/or the expiration date. Could you please look into this?

    You can check Order No. 28969-201114090437371 as a sample. (We updated the user's level manually on the site.)

    Let me know if you need further info!

    Our org ID is 00Do0000000I2hr and I've granted access. Let me know if you need the WP credentials again and I can send them privately.

    Thanks!

    Maggie

  • #2
    I'm looking at several recent memberships, and it may be that this issue is related to a recurring payment not creating an invoice; another recent new user did have an invoice created, with an expiration date, since that user did not select recurring payment. See for example 28969-2011061127246997402 which seems to be normal.

    Comment


    • #3
      Good day @[email protected]

      We reviewed and noticed that the above order number you are referring to is a recurring transaction that was initiated one year back with a yearly subscription.

      Please note that you will get the expiration dates only in case if you have enabled "Membership Expiration". It all depends on the settings at the time of the initial setup of the recurring.


      Click image for larger version

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      Regarding the invoice, could you please elaborate a little more so that we can better assist you?
      Regards,
      Click & Pledge Support Department

      On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

      Join us @ the educational webinars: https://clickandpledge.com/webinars/
      Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
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      Comment


      • #4
        Thanks! Yes, one of the questions is whether it's normal behavior (or not) for a new membership invoice to be created when the recurring payment is processed. That appears to not be happening right now.

        I had the impression also that several members who had their membership renewed via a recurring payment did not have their membership level updated, and ended up being cancelled at the membership level. I will keep an eye on that and let you know if that is actually happening still.

        Comment


        • #5
          Hi guys - I just found more information on the PaidMembershipsPro support forum which addresses the issue. The problem is that new invoices are not being created for recurring payment charges. See, for example, several recent orders which updated the member on the Wordpress site, but did not create a member invoice:

          28969-201202094326046
          28969-201128104404773
          28969-201114090437371

          Here's what I found on the forum (at https://www.paidmembershipspro.com/t...ring-payments/). Please note that we do have the Member History Add On referenced below, so I'm able to see the history of the users.

          --------

          Paid Memberships Pro creates an order for every payment received. This includes an order for the initial checkout as well as each recurring payment made through the payment gateway.

          This guide will help you troubleshoot orders not created for recurring payments so that you and your members can better manage their membership accounts.

          Identifying Issues with Member Orders

          You will know your site is not creating orders if PMPro only registers the first time payment of a member.
          • The Orders admin page will not reflect any data for recurring transactions on a member’s subscription.
          • Membership reports on your site related to sales will be completely off from the data your payment gateway is reporting.
          • Members will not receive any invoices by email to confirm a successful payment for membership.
          The first troubleshooting step is install and activate the Member History Add On. We recommend this plugin because it shows you consolidated information about a single member’s transactions.
          1. Navigate to the Memberships > Members admin page.
          2. Locate a member that you know has had recurring payments.
          3. Edit the user’s profile.
          4. Under “Member History”, locate the log of all invoices for the user. This Add On also reflects the total amount they have paid you over the life of their membership.
          5. If you only see a single order but know the member is still paying, you have the “orders not created” issue.
          Fixing the “Orders Not Created” Issue

          To get started, take a look at your active payment gateway’s IPN or Webhook settings. Your payment gateway uses these services so that it can send messages about payments to your membership site. Your site will keep non-paying members active if these services are misconfigured. In addition, you may continue to receive payments from a member that has already canceled on your site.

          PayPal Express, PayPal Standard, and PayPal Website Payments Pro use the IPN service. IPN stands for “Instant Payment Notification”.

          Stripe uses a system called Webhooks. This API communicates with your membership site in real-time and is the method that Stripe uses to deliver data about recurring orders.

          The rest of this guide will help you troubleshoot orders not created issues for your specific gateway.
          Stripe
          • First, ensure that you have your Webhook enabled in your Stripe account. Navigate to Memberships > Settings > Payment Gateway & SSL so that you can confirm this setting.
          • In your Stripe account, navigate to Developers > Webhook and confirm that the Webhook URL listed on the Payment Gateway & SSL settings page matches one of the URLs listed in your Stripe account’s “Webhooks” settings page.
          • Next, confirm that you have enabled the right events for the Webhook URL defined in your Stripe account. Paid Memberships Pro automatically configures these events when you use the “Connect Webhook” button. The correct events are:
            • charge.failed
            • customer.subscription.deleted
            • invoice.payment_action_required
            • invoice.payment_succeeded

          PayPal Express, PayPal Standard, or PayPal Website Payments Pro


          Follow this guide on troubleshooting PayPal IPN issues with PayPal to confirm that your IPN is enabled.
          PayPal Payflow Pro


          Confirm you are using the Payflow Pro Recurring Orders Add On. Payflow Pro does not use IPN.

          You can further debug IPN and Webhook Activity for other Integrated Gateways with Paid Memberships Pro by reading our Webhook and IPN Debugging Guide.

          If you are still experiencing an issue with order creation after working through this guide, it might be that your site is redirecting all traffic to your login page or it’s a unique issue specific to your hosting environment. Plus or Unlimited Members can open a ticket in our private support area for help with recurring order issues.
          Tagged Troubleshooting Orders Not Created for Recurring Payments in Paid Memberships Pro. Bookmark the permalink. Last updated: August 11, 2020.

          Comment


          • #6
            Hi there! I'm hoping one of the support team can take a look at this issue soon - thanks!

            Comment


            • #7
              Good day @[email protected]

              Please note that C&P will not create the invoices for PMPro. Except for SF, we are not creating for any of the 3rd party plugins.
              Regards,
              Click & Pledge Support Department

              On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

              Join us @ the educational webinars: https://clickandpledge.com/webinars/
              Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
              Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

              Comment


              • #8
                Hi - thanks for the response. I don't understand it though :-) Do you mean that, when an invoice is created on our Wordpress site for the initial purchase of a membership which has a recurring payment, C&P is not creating that invoice, but PMPro is? If you can explain a bit more, that will help me go back to PMPro with a request for support from them. Thanks!

                Comment


                • #9
                  Good day @[email protected]

                  That is correct, PMPro is creating an invoice. In case of recurring, for the first installment only we are sending a response based on what we receive from gateway to the WordPress site, and based on the response PMPro is creating an invoice but please note that we are not sending a response for the installments which leads not creating an invoice.

                  Hope that makes sense. Please let us know if we can be of any further assistance.
                  Regards,
                  Click & Pledge Support Department

                  On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

                  Join us @ the educational webinars: https://clickandpledge.com/webinars/
                  Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
                  Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

                  Comment


                  • #10
                    Hi! Just checking in with a related question on this ticket. I have had several more instances where a successful recurring payment did not update the member level in PMPro. (Related recurring payment IDs: 501353, 500823, 498399.) What should our next steps be, to see why this is happening? I put in a support ticket to PMPro and they said this is something that needs to be addressed on the C&P side. Thanks!

                    Comment


                    • #11
                      Good day @[email protected]

                      As stated in my previous post #9 that in case of recurring, we are sending a response back to the PMPro ONLY for the first installment so it updates the member level whereas we are not sending the response back to the PMPro for the subsequent installments hence it leads not updating the member levels. It is nothing that can be done by PMPro.
                      Regards,
                      Click & Pledge Support Department

                      On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

                      Join us @ the educational webinars: https://clickandpledge.com/webinars/
                      Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
                      Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

                      Comment

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