Status Expired

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  • Hikaserial Subscription Hikashop Business
2 weeks 6 days ago #358732

-- HikaShop version -- : 4.7.5
-- HikaSerial version -- : 4.0.2
-- Joomla version -- : 4.2.9
-- PHP version -- : 8

On 2023-12-31 10:48 a customer purchased a recurring payment subscription. The renewal plan is set to 30 days in both HikaShop/Hikaserial and PayPal. In Hikashop the product Plan Relation Type is set to Creation then Renewal 30 Days. Yesterday, 30 days after the first order, the recurring charge on Paypal was successful, but the subscription in Hikaserial went to Expired. No new orders were placed upon renewal and the customer was removed from their usergroups. How to solve this problem please?
Thank you
Francesco

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2 weeks 5 days ago #358733

Hello,

When you mention "Paypal", are you talking about the Paypal recurring plugin ?
Do you see the paypal transaction for the renewal ?
Because, if the customer cancel its subscription and/or the paypal transaction is not processed, the subscription will expire and that's a normal (and good) thing.

Regards,


Jerome - Obsidev.com
HikaMarket & HikaSerial developer / HikaShop core dev team.

Also helping the HikaShop support team when having some time or couldn't sleep.
By the way, do not send me private message, use the "contact us" form instead.

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  • Hikaserial Subscription Hikashop Business
2 weeks 5 days ago #358765

Yes we are talking about "Hikashop Paypal Recurring Payment Plugin"
Yes in paypal panel I can see the first transaction 30 days ago and a new transaction after 30 days (few days ago).
Customer didn't cancel the subscription.
Could it be due to the fact that Hika and Paypal have triggers on the same day, but at different times? For example, Papal makes the recurring payment at 11:00 but Hikashop made the payment check trigger at 10:00.
It's my guess.
Thank you
Francesco

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2 weeks 5 days ago #358770

Hello,

The Paypal recurring payment plugin delay the subscription expiration by 1 day ; so if the paypal notification (IPN) is made few hours late, the subscription can still be renewed.

Thus, the important part is to know if paypal called your website for the IPN, because it looks like the plugin didn't have the possibility to perform the renewal thus the subscription expired later.

Regards,


Jerome - Obsidev.com
HikaMarket & HikaSerial developer / HikaShop core dev team.

Also helping the HikaShop support team when having some time or couldn't sleep.
By the way, do not send me private message, use the "contact us" form instead.

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  • Hikaserial Subscription Hikashop Business
2 weeks 4 days ago #358804

Thanks for the reply, I know you have access to the backend of my site. Have you looked at the configuration? Because while waiting for your response we have meanwhile activated the function: Authorize renew before expiration indicating 5 days before and after. When the problem arose, this feature was set to NO

Jerome wrote: Thus, the important part is to know if paypal called your website for the IPN, because it looks like the plugin didn't have the possibility to perform the renewal thus the subscription expired later.


Can you suggest a way to check this?

By the way, I don't receive email notifications when you reply to my ticket. What can I do to resolve it?

Thank you, regards
Francesco

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2 weeks 1 day ago #358848

Hi,
you can see the two screenshots, one for Hika and the other one for PayPal.
Please note day and time of the two screenshots.
Are they correct?
My question is related to what you kindly wrote: "The Paypal recurring payment plugin delay the subscription expiration by 1 day ; so if the paypal notification (IPN) is made few hours late, the subscription can still be renewed."
Thank you
Francesco

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2 weeks 1 day ago #358852

Sorry, is there any difference in the response methods and times for those who purchased your paid products?
I understand it was over the weekend, but my online store has a serious malfunction and I need to fix it as quickly as possible.
Thank you.
Francesco

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2 weeks 1 day ago #358855

Hello,

We analysed your capture and I'm working on a patch for the paypal recurring plugin.
Regarding your screenshot, we can see that the function which postpone the expiration was not working.

Regards,


Jerome - Obsidev.com
HikaMarket & HikaSerial developer / HikaShop core dev team.

Also helping the HikaShop support team when having some time or couldn't sleep.
By the way, do not send me private message, use the "contact us" form instead.

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  • Hikaserial Subscription Hikashop Business
2 weeks 19 hours ago #358871

Thank you

Jerome wrote: We analysed your capture and I'm working on a patch for the paypal recurring plugin.
Regarding your screenshot, we can see that the function which postpone the expiration was not working.
Regards,


In fact we think that by enabling this function (see screenshot) the problem should be solved even without changes to the plugin. Is it correct?
Thank You
Francesco

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2 weeks 9 hours ago #358904

Hello,

Yes, the paypal log indicates that it tried to renew the subscription hours before its expiration.
The plugin should be able to bypass the setting, but it didn't.
The configuration change you made should help ; we will perform further tests in our side in order to add a fix in the next release.

Regards,


Jerome - Obsidev.com
HikaMarket & HikaSerial developer / HikaShop core dev team.

Also helping the HikaShop support team when having some time or couldn't sleep.
By the way, do not send me private message, use the "contact us" form instead.

Please Log in or Create an account to join the conversation.

  • Posts: 41
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  • Hikaserial Subscription Hikashop Business
1 week 6 days ago #358908

Thank you
Regards
Francesco

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