Recurring Order Payments not processing

[egormsen]

We have a subscription setup with automatic recurring orders. We are now starting to get our first set of orders that are automatically generating after the initial order and payments.

The problem is that the orders are getting created, but the payment is not getting processed.

We have had three orders this week and all are doing the same thing. Is there a setting or something that we are missing? We have the Authorize.net CIM gateway setup and if I check on the users account they have a payment profile that is active. We will be getting many more of these starting in the next week, so hoping to get it figured out before those orders happen.

Here is the initial payment - everything is good and payment was successful

Order1 payment.png

Here is the auto payment for the recurring order - it stays in the unprocessed state, even after the due date has passed.

Order2 payment.png

Here are the settings that we have:

Settings.png

[Katie]

Hi Eldon,

What are the frequency settings for the subscription product?

I would recommend changing the Create Next Order to 0 so the order is created on the same day it is due. In our next version, we are changing these default settings so they make a little more sense.

There is a known issue (fixed in next version) that might be related. If a payment is not completed for some reason (usually during testing), then the next recurring payment does not work. This is not typical in a production environment. In your case, it looks like the first order was working, but the second order is not authorizing. That is strange. I've never seen this behavior except for the case I mentioned above.

Thanks
Katie

[egormsen]

I will go ahead and change create next order date to 0.

The subscription frequency is monthly.

This product is for an online streaming video and audio service we have and therefore it does not have any shipments, is that a problem?

Here are the settings we current have for the subscription: Anything here look incorrect?

SubscriptionSettings.png

[Katie]

Everything looks good. I noticed that the order was created 3 days in advance of the payment coming due which would have been Sunday (Sept. 20th). Is it possible the installation wasn't active on Sunday - assuming this was a development install of course? This is something I hadn't considered...

What I would suggest is that you create a test subscription using a 3 day payment frequency. For the Authorize.net CIM gateway, make sure it is in DEBUG mode, and then place an order and wait for the next payment to come due. Let's see if this next payment works. I've done a lot of testing with the Recurring Orders feature and this should work. If there is a problem with the gateway, we should see something in the error logs.

Keep me updated please.

Thanks
Katie

[egormsen]

The installation was active since this is on our production site.

I will setup a test subscription and let you know what happens.

Also, since there was payment there I went ahead and try to authorize it to see if that was the issue but it just gave this error:

Payment.png

[Katie]

Ok, I just thought of something. For your payment methods that are assigned to Authorize.net CIM's gateway, have you checked the box to "Allow Subscription Payments"? You have to edit each payment method that will be used for these Recurring Order subscriptions.

[egormsen]

I just double checked and yes the payments are set to allow subscriptions.

Here are the current gateway settings (I just turned on debug)

PaymentGateway.png

Here is an example of the payment settings:

PaymentMethod.png

[Katie]

Yes, it looks like everything is setup correctly. Please get that test subscription started and let me know if you have any problems.

[egormsen]

I already set it up and created the initial order.

Will keep you posted.

[egormsen]

I have my 3 Day test subscription setup and it created a new order, and just like our real subscription it is creating a new order but the Payment Status is Processed.

I checked the Authorize.net log file and there is nothing in the log file for that order.

Anywhere else I could look for something?

Eldon

[Katie]

Can you upload a screenshot of the Payments page for the order?

[egormsen]

Sure. Here it is

OrderPayment.png

[Katie]

Sorry Eldon, you had me a little confused because you said "it is creating a new order but the Payment Status is Processed.". It seems that the second order is still unprocessed though.

So can you upload the same payments page for the initial subscription order? I want to see if that one processed and the exact time of day it happened.

Also, what version are you using?

Thanks
Katie

[egormsen]

Sorry about the confusion - typo on my part!

We are using R10.

Here is the payment for the initial order.

Payment.png