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Customers being charged double by Click & Pledge using Woocommerce product bundles

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  • Customers being charged double by Click & Pledge using Woocommerce product bundles

    Hi,

    I'm running

    WP 4.5.2
    WooCommerce v 2.5.5
    Woocommerce Product Bundles v 4.14.4
    Woocommerce Click & Pledge Gateway v 1.3.11

    All Woocommerce ordering and receipts show the proper amount being charged but the receipt generated and amount charge by click and pledge is double.

    Woocommerce receipt -> http://grab.by/QGQo
    Click & Pledge receipt -> http://grab.by/QGQu

    My bank account -> http://grab.by/QGQw

    Not sure where to start with this issue but need to get it resolved as quickly as possible. Thanks in advance!

  • #2
    Good day!

    Please send your admin information to our support team using our help desk: http://help.clickandpledge.com

    Reference this post by providing the link to this post. Do not post the info to this forum as this is a public forum.

    Once we have the information we will login to your account and review your settings.

    Thanks,
    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


    • #3
      Was a solution found to this issue? After extensive development I just now discovered that the Gateway charges for the Bundle as well as each product in the bundle. We are needing launch very soon and need a solution to this.

      Comment


      • #4
        Good day @Jason.Best

        As of now we are not supporting the Woocommerce Product Bundles and in our receipts we are calculating each product price. We do apologize for any inconvenience.
        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


        • #5
          This is unfortunate. Are there plans to include it in future releases?

          Comment


          • #6
            Jason.Best

            Just to keep you updated on this. We just released the WooCommerce plugin 2.100.000.

            Please see: https://forums.clickandpledge.com/fo...-bundle-plugin

            Hope this helps the client.
            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


            • #7
              I may be posting prematurely, but here goes....

              A client has been using product bundles in Woo with the C&P plugin (2.100.002) since November 2016, and has not reported any double-charging. All has seemed to be well.

              A few weeks ago they upgraded to 2.100.004 and the product bundles started double-charging people in the same way as reported by the original poster. I asked the client to upgrade the plugin to 2.100.006, but unfortunately we're still seeing the behavior.

              Right now we're on:
              WooCommerce 2.6.14
              Product Bundles 5.1.4
              C&P WooCommerce Plugin 2.100.006

              We've got a debugging plan of attack and we're going to back out the upgrades to go back to 2.100.002 and the prior version of Product Bundles to confirm that this bundle was, in fact, working correctly before the upgrade, but I also wanted to post on the off chance that this is a known issue. If there's any information I can provide to help diagnose, or if support for product bundles has been discontinued, please let me know.

              Thanks

              Comment


              • #8
                Our organization is also having a problem with customers being double-charged for any payments made via WooCommerce. This began about a week ago, and I cannot identify any changes to our configuration that may have caused the issue. We are NOT using product bundles.
                Salesforce is running latest version of C&P.
                WooCommerce version: 2.6.14
                WC C&P Gateway version: 2.100.006
                WP version 4.7.

                Here's one example of a WooCommerce order that was double-charged. Note, the customer does receive an error when submitting payment:


                ORDER NOTES:

                Order status changed from Pending Payment to Processing.

                added on March 9, 2017 at 2:50 pm

                Click & Pledge payment completed (Transaction ID: fc94a9a2-fffb-4186-9bd6-97f2d0901a8e)

                added on March 9, 2017 at 2:50 pm

                Click & Pledge payment failed (Transaction ID: ). Payment was rejected due to an error: “Unknown error”.

                added on March 9, 2017 at 2:50 pm


                Please help - we're may need to stop accepting payments until this is resolved! Thanks much!

                Comment


                • #9
                  Good day @jenntaylor AND @rivernetwork

                  Please submit a support ticket at http://help.clickandpledge.com with FTP and admin login details as well as the website URL so we can review your entire configuration. Include the link to this post in the ticket for reference.

                  Please let us know when you have submitted the ticket. Do not post the requested information in this forum as this is a public forum.
                  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
                    Originally posted by CnP.Support.AM View Post
                    Good day @jenntaylor AND @rivernetwork

                    Please submit a support ticket at http://help.clickandpledge.com with FTP and admin login details as well as the website URL so we can review your entire configuration. Include the link to this post in the ticket for reference.

                    Please let us know when you have submitted the ticket. Do not post the requested information in this forum as this is a public forum.
                    A support ticket has been created. Thanks for you help, as this issue is ongoing.

                    Comment


                    • #11
                      @CnP.Support Has there been any progress looking into this issue? We are eager to turn C&P back on and start accepting payments again. Do you need any additional information from me? Let me know if you have any questions, thanks!

                      Comment


                      • #12
                        Good day rivernetwork

                        We have reviewed the form and see no issues. We know of one problem that TSYS had last week and we were notified of it today. We had other inquiries and are trying to identify all transactions.

                        TSYS had a network problem last week where connections were being dropped and we were receiving error, which indicates a decline. They were also reporting an invalid response in these conditions.

                        We apologize for the issue. We are still waiting for a complete report but this is not related to the form. The connections dropping was reporting to the patron that the transaction has not gone through resulting in them posting again. This is why there are multiple transactions with different times.

                        Hope that helps. We will update this once we have an update.
                        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


                        • #13
                          Originally posted by CnP.Support View Post
                          Good day rivernetwork

                          We have reviewed the form and see no issues. We know of one problem that TSYS had last week and we were notified of it today. We had other inquiries and are trying to identify all transactions.

                          TSYS had a network problem last week where connections were being dropped and we were receiving error, which indicates a decline. They were also reporting an invalid response in these conditions.

                          We apologize for the issue. We are still waiting for a complete report but this is not related to the form. The connections dropping was reporting to the patron that the transaction has not gone through resulting in them posting again. This is why there are multiple transactions with different times.

                          Hope that helps. We will update this once we have an update.
                          Thanks for the information.
                          I have re-enabled C&P, and submitted a transaction, and I received the message: Payment error: Unknown error() - but can confirm that the payment was authorized and charged successfully.

                          It seems the issue has not been resolved. It also appears that the issue is only happening in the WooCommerce integration. We are also using C&P for Gravity Forms, and payments via that system do not exhibit this issue.

                          Appreciate any additional info you can provide. Thanks!

                          Comment


                          • #14
                            Good day rivernetwork

                            We have tried accessing your account but are unable to login to the FTP. Is it possible for you to extend our access.
                            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


                            • #15
                              Originally posted by CnP.Support View Post
                              Good day rivernetwork

                              We have tried accessing your account but are unable to login to the FTP. Is it possible for you to extend our access.
                              I've submitted another help desk ticket with updated FTP info (including correct server/port).
                              Thanks!

                              Comment

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