Credit Cards geting charged every 4 hours

[egormsen]

We had two customers call us today saying that they had been charge multiple times (one had been charged 17 times, the other 4 times) for a subscription that they have with us.

We have started to review the subscription orders and have found about 8 others so far that have this problem.

I can not see any differences between the ones that are charging multiple times and that ones that are doing it correctly.

We are going mark the orders and paid and set the status to complete to hopefully stop the charges.

Need help resolving this ASAP! Obviously not a good situation.

Here is the order summary

Order1.png

Here is the payment status page

Payments1.png

Payments2.png

[NC Software]

I suggest providing a whole lot more information for anyone to promptly assist you here. What version of AC are you using? What is your exact subscription product configuration? Any customizations related? Have you tried placing a test order of the product and are you getting the same result?

The more detail you provide the less back and forth with anyone that may help you. $.02

[egormsen]

Here is some more information:

We are on Gold R10.

We do have some customization on the store, but there are no customization's in the subscription and payment areas.

I am not getting the problem with a test order, and not every order in the production store has the problem.

Not sure if they are related, but another thing we have noticed is the the orders that are processing the payment only once, the payment status is updated correctly to paid but the order status is showing as shipment pending, even though there are no shipments for the order. Here is an example:

customer1.png

Here is a screenshot of the subscription setup.

Sub1.png

Any other information that would be helpful?

[NC Software]

I don't use AC subscriptions, I wrote my own, but I believe they rely on Authorize.net??? If so, I suggest reviewing that end as well.

[Katie]

From past experience, these types of problems almost always stem from a customization. I've spent a lot of time working with and testing the Recurring Orders feature and never seen this problem. I would suggest that you try to figure out when it started happening, then see if any code changes were made during that time.

I recall that I helped you in the past with some issues, but now I can't remember exactly what was done back then. Did I ever provide you a patch file? That would be important to know.

I am not getting the problem with a test order, and not every order in the production store has the problem.

Right now, this is the best and most important clue. How are these orders different?

As a quick work-around, you can open the app_data\ableCommerce.config file and change the maintenance interval for subscriptions. You can also change your gateway mode to Authorize only and start Voiding the duplicates until we can figure out what's going on.

Thanks,
Katie

[NC Software]

Something came to mind - why is your subscription product shippable? I suggest reviewing your main subscription product configuration. Secondly, are you sure the payments are completing and not failing or just authorizing?

[Katie]

It just occurred to me that on November 3rd, Authorize.net released an updated version of their CIM module. We supplied a patch a few weeks back. I think I assumed that you had it installed because the symptom involves error messages, not duplicate transactions (as far as I know).

Please make sure you have this patch applied -
http://help.ablecommerce.com/index.htm# ... h_2015.htm

If you can trace the problem back to early Nov., then this might just be the culprit.

Please update us as soon as you can. I think Neal and I are anxious to know what's going on

Katie

[egormsen]

Over the weekend all of the subscriptions where correctly charged, but then we noticed 4 from today that had started to get charged multiple times.

I checked and we had not applied the patch yet, sorry I somehow missed notification on that on one.

I went ahead and ran the fix - 138 payment profiles where updated. I did quick glance and a did notice some of the names of the ones that had problems where listed. Then I updated the dll, so we will watch it.

Our product is already marked as non-shippable, but I think the ordered status issue was related to the payment issue, since the orders over the weekend that processed correctly had the ordered status

Will be watching the others for the next couple of days and let you know if the patch fixed things.

[Katie]

I checked and we had not applied the patch yet, sorry I somehow missed notification on that on one.

There are two easy ways to make sure you're not missing important updates.

- View the Software News Feed on your Merchant Dashboard.
- Enter your email address on this page. http://help.ablecommerce.com/index.htm# ... s_gold.htm

We don't normally send out email blasts unless we have a critical, or security related, hot patch that affects all versions. The Authorize.net CIM patch was specific to a gateway and one feature.

Keep us updated, and let us know if you have any more problems.

Thanks!
Katie