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Subscription Issues - by finleydesign - on WordPress WooCommerce support

This topic has 25 replies, 3 voices, and was last updated 3 years, 3 months ago ago by Rose Tyler

finleydesign

Participant

August 9, 2021 at 10:04

We have a client using the subscription plugin. Everything was working fine, however a customer had paused their weekly subscription for a few weeks.

When they clicked continue on their subscriptions, it started to create a new order and charged the customer every two hours (until the manager paused it)

I have checked the subscription and the product and everything is set to weekly

Logins in private

Please, contact administrator
for this information.

#298253 Copied Theme version: 8.03

24 Answers

Olga Barlow

Support staff

August 10, 2021 at 13:48

Hello,

Could you, please, tell me the order number of that subscription to check the activity log?

Regards

#298403 Copied

finleydesign

Participant

August 10, 2021 at 14:29

If you go into subscriptions or even the logs you can clearly see the orders which are hourly, all subscriptions are weekly, so it’s obvious which ones

#298411 Copied

finleydesign

Participant

August 11, 2021 at 10:50

Any update, we need to start the orders again, but fear this will start charging orders again every two hours

#298507 Copied

Olga Barlow

Support staff

August 12, 2021 at 09:12

Hello,

Subscription is bundled plugin but it’s a third-party pluginhttps://codecanyon.net/item/subscriptio-woocommerce-subscriptions/8754068 . We need to contact the plugin author to ask them to take a closer look at the mentioned issue. Could you, please, provide us with FTP access to your site? Do you allow me to share your details with the plugin author if they ask?

Regards

#298618 Copied

finleydesign

Participant

August 12, 2021 at 09:19

Really, taken 3 days to tell me this?? and yes they can use the details to look, FTP in private

Please contact administrator
for this information.

#298620 Copied

Olga Barlow

Support staff

August 12, 2021 at 16:56

Hello,

Thank you. We have submitted request to the plugin author. I’ll inform you about their reply.

Regards

#298697 Copied

Olga Barlow

Support staff

August 13, 2021 at 10:37

Hello,

We got the answer from the plugin support https://prnt.sc/1nx0e94

Please check in which state customer has the option Account for days subscription was paused
Such thing happens because of this option – any missed payments during the pause is then “catched up” after resuming.

Regards

#298756 Copied

finleydesign

Participant

August 13, 2021 at 11:28

Ok albeit that doesn’t make sense, why would someone want to pause other than to stop the subscription from occurring, so looking at the settings it doesn’t make any sense, what am I ticking etc

https://nimb.ws/us9LM5

If a customer wants to stop their subscription for a few weeks, then pausing won’t seem to work will it? or do i tick the count days section above, the English on these options don’t’ make sense to me

#298764 Copied

Olga Barlow

Support staff

August 13, 2021 at 12:15

Hello,

I’ll clarify this moment and send you the plugin author’s answer.

Regards

#298773 Copied

Olga Barlow

Support staff

August 13, 2021 at 12:24

Hello,

You need to enable that option https://prnt.sc/1nyjuou

“As you can see there is an explanation:
“Choose whether to extend the prepaid subscription term by the amount of days subscription was paused or suspended.”

So if this is checked, then the subscription will be extended on the paused interval, as if no payments were needed.
If not, then all missed payments should still be collected – it works just as pausing from regular payments, but doesn’t remove the need for user to pay the agreed amount later.”

Regards

#298774 Copied

finleydesign

Participant

August 16, 2021 at 17:00

Thank you, one other issue we are having, the Email Customizer is not applying the template to the subscription email, for when new subscription etc is being created, it only sends the default woocommerce version

It also happens on every email relating to subscriptions

#299025 Copied

Olga Barlow

Support staff

August 17, 2021 at 17:04

Hello,

You are welcome.
Create templates for the subscription emails https://prnt.sc/1q6hetv

Regards

#299103 Copied

finleydesign

Participant

August 17, 2021 at 17:10

Odd reply! Please read the ticket, the email templates we have created are not being used on any of the subscription emails, it only uses the woocommerce standard templates

#299106 Copied

Olga Barlow

Support staff

August 18, 2021 at 16:15

Hello,

Sorry for the misunderstanding. We checked the Subscriptio plugin code and found that plugin prevents using of custom templates. We contacted the plugin authors and asked them to improve the plugin code to allow using of the customized templates. Waiting for the plugin author reply.

Regards

#299211 Copied

finleydesign

Participant

August 27, 2021 at 09:46

Is there an update?

#300185 Copied

Rose Tyler

Support staff

August 27, 2021 at 10:27

Hello,

Not, yet, unfortunately.

Regards

#300191 Copied

finleydesign

Participant

August 27, 2021 at 13:36

Its been over a week, if you bundle this in within your themes, then you have to also take a certain level of speedy response to this, we can’t just blame third parties, they didn’t sell it to me, you did

#300219 Copied

Rose Tyler

Support staff

August 28, 2021 at 15:13

Hello,

Here is a reply from the plugin author:

Thank you for getting in touch!
Please check in which state customer has the option Account for days subscription was paused
Such thing happens because of this option – any missed payments during the pause is then “catched up” after resuming.

Regards

#300315 Copied

finleydesign

Participant

August 28, 2021 at 16:47

Your support us getting worse by the day, why have I waited a week to get a response to a prior issue, this has nothing to do with missed payments and to do with why the email templates isn’t being applied, do you actually read tickets?

#300318 Copied

Rose Tyler

Support staff

August 28, 2021 at 19:25

Hello,

Sorry, that was my mistake, but currently, we did not have another answer from the plugin team. Please be a bit more patient. I can’t say for sure how much time the solution will take, but we do our best to help you.

Regards

#300331 Copied

finleydesign

Participant

August 29, 2021 at 12:26

it would be quicker if you dealt with the ticket and the correct information, rather than waste time chasing an issue which is resolved

As I say, you should supply third party plugins where the support isn’t adequate, being a third party plugin isn’t an excuse to a delay, either get them to fix it immediately or fix it yourself, stop just sitting around waiting

#300373 Copied

Rose Tyler

Support staff

September 1, 2021 at 15:50

Hello,

Thanks for your patience.
XStore comes with an email builder that allows users to redesign email templates of WooCommerce and third-party plugins. We found that Subscription call the template HTML using own function instead of using wc_get_template(). It means that the plugin does not allows overwriting templates. Authors of the plugin answered “We’ll be expanding the template functionality in the future – adding this in our to-do-list. We’ll get back to you as soon as this is implemented.” It means once it will be done, we will be able to reply you that the request is solved.”
Meanwhile, you can disable our Email Builder and use default WooCommerce templates/re-write them via WooCommerce > Settings > Emails.
We can’t rewrite the code of bundled plugins, so we offer you one of 2 ways:
– wait for the fix from the plugin
– use default WC templates for Subscription email. They can be re-written via child theme, like – https://prnt.sc/1qyk3gf

Regards

#300917 Copied

finleydesign

Participant

September 1, 2021 at 15:59

This isn’t acceptable

You have supplied something which isn’t compatible with each other.

I understand the reasons to why you may bundles items into your theme, but in turn you than have to accept a level of responsibility to how compatible it is or don’t supply it, falling back on third parties is not acceptable, if you have paid a license to supply this item, then you also have a right to demand it gets sorted or fix it yourself

Turning it off, because it doesn’t work, isn’t really an answer is it, I have around 10 licenses with you, how long will it be until the other clients spot things don’t work

You can re-write the code as you know you can, but it’s easier to pretend it’s not your problem when it very much is

I suggest you get someone a bit more senior to look at this and if you are bundling plugins together, make sure they are compatible with each other, thats what we pay for this theme for

#300919 Copied

Rose Tyler

Support staff

September 2, 2021 at 10:44

Hello,

We can’t rewrite code of the third-party author because we don’t have permission from the plugin author to do this. It’s not allowed by the license policy. So, we could just suggest the fix to author but we can’t edit plugin code by ourselves.
In this case we can just wait for the plugin update.

Regards

#301004 Copied
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