Duplicate Suscription on Successful Payment
I just had someone pay their overdue monthly subscription and it
successfully applied the amount against the outstanding invoice,
but it also created a second subscription starting with today's
date and created an additional invoice for the new subscription at
today's date.
I have deleted the invoice and made the subscription inactive - but
what can we do to stop this from happening again..?
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Support Staff 2 Posted by Chase on 05 Jul, 2010 09:07 PM
Matthew,
I'm guessing that the reason there is a new invoice created when the customer pays has something to do with the Successful Payment Action.
In CustomerHub, click Application and then the settings tab. Take note of what the id number for Successful Payment Action. Now in Infusionsoft, select Action Sets from the Settings tab to find the Action Set with the same id. See if one of the actions listed is Create Order; if so, you'll want to remove that action.
Let me know if this does not fix the issue.
Chase
Chase resolved this discussion on 05 Jul, 2010 09:07 PM.
Matthew Jones re-opened this discussion on 08 Jul, 2010 06:41 AM
3 Posted by Matthew Jones on 08 Jul, 2010 06:41 AM
I have just had another instance of this happening.
In this case the client payed 3 months outstanding and it generated 3 new subscriptions.
The successful action on payment from CustomerHub is NOT set to create a new subscription.
Support Staff 4 Posted by Nathan on 08 Jul, 2010 10:05 PM
Hi Matthew,
Are the other subscriptions inactive? We now present an option for the customer to re-active the subscription on payments. This will create a duplicate subscription so you can track cancel/renew dates because Infusionsoft subscriptions don't allow for that.
Nate
5 Posted by Matthew Jones on 10 Jul, 2010 01:12 AM
Hi
Just had another case of this just now...
The subscription was active (first time this customer had missed a payment and it was only a few days overdue).
There is no action setup in CustomerHub, so it cant be happening from an action.
Same credit card was used as was originally on file (this client only has 1 credit card and has only ever had 1 card).
I have only sent the reminders to people where there subscription is active - no-on with a cancelled subscription has received a CustomerHub invitation.
At the moment every time someone makes a payment I have to go into Infusion and remove the duplicate subscription.
Support Staff 6 Posted by Chase on 13 Jul, 2010 05:37 PM
Hi Matthew,
We have spotted an issue in the system and are currently working to resolve it.
I have added you to the watch list of the main discussion for this issue: http://support.customerhub.net/discussions/problems/235
You will be notified of any updates through that discussion.
Sorry for the inconvenience.
-Chase
Chase resolved this discussion on 13 Jul, 2010 05:37 PM.