"partial payment" error, but member was charged twice

[[email protected]]

Hi!

We have a member who attempted a payment on our Wordpress site, and received a 5001 error (see below). However, he was also charged twice on his credit card. Could you let us know what was happening and if there is something I should fix on our side? Thanks!

Relevant order nos:
28969-2107230206408517322
28969-2107230206136177322

Our org ID is 00Do0000000I2hr and I've granted access.


Here's the support email that came from the member:

I have just tried to renew my NPSA membership but got an error message (Error 5001, screenshot attached). Then I got two emails with payment receipts. Could you look into this and let me know whether the payment was made correctly and whether the subscription got renewed?

Many thanks in advance.

Best wishes,
Alexander

[CnP.Support.AM]

Good day @[email protected]

We reviewed and noticed that both of the transactions are authorized with a time difference of 27 seconds which forced us to think that the member refreshed the page while processing the transaction which might result in two transactions. We also noticed that you are at the old version of our plugin. However, we are investigating the case further and will update you shortly.

Meanwhile, you can issue a credit to one of the above two transactions.

[[email protected]]

Thanks! I'll update our plugin now. And can you give me information about the significance of the "partial refund" error?

[CnP.Support.AM]

Good day @[email protected]

We cannot do partial refunds. You would issue credit to the entire transaction, then run the partial amount again using the card on file option. You may want to review this thread for more details.

We will update you about the case shortly.

[[email protected]]

Sorry, my question wasn't worded clearly.

I'm curious why the error message is being generated - since we are not offering anything like a partial payment, and the member is not in the process of requesting a refund, it's not clear why the error message says "A partial payment was made that we cannot refund." Can you tell me why that error is displayed, and what the normal circumstances are in which that error message would be relevant? Thanks!

[CnP.Support.AM]

Ah, that error you see is because you might have set a recurring subscription in the form and after the success of the initial payment, we will try to run a subscription with a Zero amount. In case of recurring subscription failed, you will see that error. However, in the latest release, we fixed that issue and if you have already updated to the latest version, you won't see that error moving forward.

[[email protected]]

That makes sense! Thanks very much.