Pro Sites Errors: User Billed Twice, Refunded Wrong Amount

Hello, I'd like someone to please review the following audit trail for one of our Pro Sites that has a number of issues with it's transaction history.

Primarily, the $25 payment for the users previous Pro Site level, went through after (and in addition to) the $49 payment for their new upgraded level was processed.

Second, when sending a partial $25 refund via Pro Sites, PayPal confirms that the entire $49 amount of their new level was refunded. See attached screenshots.

We may need to bring @Aaron in on this since our site is using his new IPN Forwarding script, though I'm not sure if that has anything to do with the issue...

See my notes in ALL CAPS for specific items of concern. I know this is long, but wanted to provide as much detail as possible.

Thanks in advance for any help!

<u>2013-10-07 3:32:39 pm</u>
A partial ($25.00) refund of last payment completed by admin The subscription was not cancelled.
NOTE: A PARTIAL $25 REFUND WAS SENT FROM WITHIN PRO SITES BUT PAYPAL INDICATES/CONFIRMS A FULL $49 REFUND WAS SENT TO THE USER! (SEE SCREENSHOTS.)

<u>2013-10-07 1:35:48 pm</u>
Pro Site level downgraded from "Supporter II" to "Supporter".
NOTE: THIS WAS DONE BY THE USER.

<u>2013-10-07 1:35:47 pm</u>
Pro Site status expiration extended until October 6, 2015.

<u>2013-10-07 1:35:46 pm</u>
Old PayPal IPN "Completed" received: $25.00 subscr_payment payment received, transaction ID 4DP23725V76773540
NOTE: WHY DID THIS GO THROUGH
AFTER NEW SUBSCRIPTION PAYMENT WAS RECEIVED?

<U>2013-10-06 12:20:44 pm<U>
PayPal subscription IPN "recurring_payment_profile_created" received. - I-STXHRACHF2ME
NOTE: THIS IS THE NEW $49 LEVEL SUBSCRIPTION. IT STILL SHOWS AS BEING FOR $49 EVEN THOUGH USER HAS DOWNGRADED TO $25 LEVEL.

<u>2013-10-06 12:20:36 pm</u>
Payment receipt email sent to USER@EMAIL.net

<u>2013-10-06 12:20:35 pm</u>
PayPal IPN "Completed" received: $49.00 express_checkout payment received, transaction ID 54425766TM4297453

<u>2013-10-06 12:20:34 pm</u>
Signup success email sent to USER@EMAIL.net

<u>2013-10-06 12:20:33 pm</u>
Pro Site status expiration extended until October 6, 2014.

<u>2013-10-06 12:20:32 pm</u>
User creating new subscription via PayPal Express: Subscription created (Tripawds Supporter II: $49.00 USD every 12 months) - Profile ID: I-STXHRACHF2ME

<u>2013-10-06 12:20:31 pm</u>
User creating new subscription via PayPal Express: Initial payment successful (Tripawds Supporter II: $49.00 USD every 12 months) - Transaction ID: 54425766TM4297453

<u>2013-10-06 12:18:00 pm</u>
User creating new subscription via PayPal Express: PayPal returned an error: Instruct the customer to retry the transaction using an alternative payment method from the customers PayPal wallet. The transaction did not complete with the customers selected payment method.

<u>2013-10-06 12:17:56 pm</u>
User creating new subscription via PayPal Express: PayPal returned an error: This transaction couldn\'t be completed. Please redirect your customer to PayPal.

<u>2013-10-06 1:46:59 am</u>
User creating new subscription via PayPal Express: PayPal returned an error: User does not have a good funding source with which to pay.

<u>2013-10-06 1:46:55 am</u>
User creating new subscription via PayPal Express: PayPal returned an error: This transaction couldn\'t be completed. Please redirect your customer to PayPal.

<u>2013-10-06 1:46:00 am</u>
User creating new subscription via PayPal Express: PayPal returned an error: User does not have a good funding source with which to pay.

<u>2013-10-06 1:45:55 am</u>
User creating new subscription via PayPal Express: PayPal returned an error: This transaction couldn\'t be completed. Please redirect your customer to PayPal.

<u>2013-10-05 3:59:00 am</u>
Expired email sent to USER@EMAIL.net

<u>2013-10-05 3:58:59 am</u>
Pro Site status has been withdrawn.

<u>2012-10-04 12:07:27 pm</u>
Pro Site status expiration extended until October 5, 2013.

<u>2012-10-04 12:07:26 pm</u>
Old PayPal IPN "Completed" received: $25.00 subscr_payment payment received, transaction ID 23C57540RE6604445

  • jcnjr

    Thanks Patrick...

    Just an update here regarding the refund error:

    Pro Sites got notified of the $49 refunded for the $25 refund. :-\

    2013-10-07 3:36:01 pm
    PayPal IPN "Refunded" received: You refunded the payment with $-49.00.

    2013-10-07 3:32:39 pm
    A partial ($25.00) refund of last payment completed by admin The subscription was not cancelled.

    So, IPNs are forwarding, but something definitely went wrong somewhere with the refund...

    As far as the $25 charge going through after the user upgraded to the $49 level, I don't believe that should have happened either. But the user did inform me that they had an expired card on file (as indicated in the audit trail above). She said she updated that card, which was likely tied to the first subscription. So that may explain why the charge was processed, but why after the upgraded site charge went through?

    Hopefully this info will help @Aaron figure out what happened, or at least investigate the erroneous refund issue.

  • Aaron

    The key here is "Old PayPal IPN". Pro sites is unable to automatically cancel subs created with the old gateway.

    So after the user checks out with the new one, it displays a nice big warning message with a link to paypal that they need to login to their paypal account and cancel the subscription manually of those old payments will continue to be made.

    Obviously they failed to heed that warning. You can also manually cancel if you can find them in your paypal account. This still needs to be done or the $25 payments will continue to come and force downgrades.

    As far as the refund think i'm not sure what happened. But i'd treat it as a fluke.