Renewals being pushed to Stripe as “trial”??

  • Resolved bosoxg1rl

    (@bosoxg1rl)


    7 months ago

    On April 15, one of our subscribers – who’s been with us since 2016 and been in our PMPro database since we started with it in 2021 – tried to renew his subscription. Went through the steps, it appeard successful, but he saw no charge.
    We investigated on our end –
    Under “View subscription”, sub_1P5wFBBNstdCjtj08JGhgPhT, it shows the fee of $990, the date of April 15, and then confusingly, the “next payment date” of only a few days later, April 24. (Our subs/memberships are annual – where did that come from?)
    The Order, 1180 however, even though it has his CC information and the proper subscription info, shows it charged $0.00.
    What happened in between there?
    I looked at the webhook activity –
    There are two related to this transaction, and the first is “customer.subscription.deleted.” ??? The response states that “we have already processed this cancellation.” ??
    The second is Invoice.payment_succeeded. The response is “Ignoring an invoice created for $0.00” So that dollar amount came from PMPro. And line 78 of the request has “”description”: “Trial period for 2022 Annual Subscriber – Organization”. I set none of our levels up with trial periods. This is very confusing, for both us on the admin side and our subscriber. Is he about to be charged? Will it work? What happened, and how do we keep this from happening again?

Viewing 3 replies - 1 through 3 (of 3 total)
  • Plugin Support Jarryd Long

    (@jarryd-long)

    Hi there, thank you for reaching out to Paid Memberships Pro.

    These subscriptions are created as trials intentionally due to the way in which PMPro interacts with Stripe.

    More information on how and why we do this can be found at https://www.paidmembershipspro.com/stripe-api-integration/

    Note that this would also depend on your level settings and if the level actually has a trial or subscription delay, that would also result in delayed renewals.

    Kind Regards,
    Jarryd
    Support Manager at Paid Memberships Pro

    Thread Starter bosoxg1rl

    (@bosoxg1rl)

    Hi Jarryd, thanks for getting back to me.

    To note, none of our levels have subscription delays or trials.

    I’m looking at Stripe, and while I’m seeing the products created by PMPro, we just has someone else renew, and they were charged immediately. I’m going to dig into the webhook and the two different products to try to find the difference, but I’m not yet seeing why one would pay immediately and one would delay it on either end.

    As far as this “trialing” issue, are we going to have to explain to our subscribers that there will be a 7-day delay between when they renew and when they actually see the charge?

    Plugin Support Jarryd Long

    (@jarryd-long)

    As far as this “trialing” issue, are we going to have to explain to our subscribers that there will be a 7-day delay between when they renew and when they actually see the charge?

    No this shouldn’t be the case – the subscription shows as a trial until the first renewal because of how we set up the subscription – but if the member signed up today for a monthly level, they should be renewed at the same time next month.

    I’m looking at Stripe, and while I’m seeing the products created by PMPro, we just has someone else renew, and they were charged immediately. I’m going to dig into the webhook and the two different products to try to find the difference

    Please let me know if you find any discrepancies between the two.

    Kind Regards,
    Jarryd
    Support Manager at Paid Memberships Pro

Viewing 3 replies - 1 through 3 (of 3 total)
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