Subscription ReOrder Problem

[egormsen]

We have had a several customers over the past couple of months that have purchased a subscription but did not get added to the subscription group. At first thought is was just a fluke, but it continues to happen but we never were able to find out what triggered it since most all the subscription orders are fine. Today we where able to talk with one of the customers and then looked back on some of the previous customers that had the problem and think I have found out how this is happening:

Basically here is the scenario:
1) They previously had a subscription, but it was cancelled due to invalid credit card (most recent one was an expired card)
2) A couple of weeks later they return to the store sign up again
3) They go into their account find the original order and select Reorder
4) During the check they use their new credit card (looks like same number just updated expiration date)
6) The order completes successfully and the credit card is charge, but they do not get added to the subscription group nor do they show having an subscription in their profile
7) Also, I noticed in their payment profile the expired credit card is still there but the updated one is not.

Anything that can be done from preventing this?

We are on Gold R10

Thanks,

[Katie]

It's going to be a little tricky to try and reproduce this, but I've started a new subscription with group.

When you cancel the subscription, is this something the customer is doing on their end, or is it coming from the admin?

Thanks,
Katie

[egormsen]

We are cancelling them since subscriptions since not auto cancelled and they would still have access to our streaming service if we did not.

I did check with one of the gals that handle these situation and what they are doing is the following:
1) Cancel the order that had the payment problem
2) Deactivate the subscription
3) Deleting the subscription

They are not deleting the payment profile, figured that was not necessary but maybe we could try do that also?

Any other suggestions or thoughts?

[Katie]

Hi Eldon,

I was able to confirm the problem with reordering a subscription. It only happens when the subscription has been canceled. We'll be providing a fix asap.

Thanks for letting us know,
Katie

[egormsen]

Thank you!

[nadeem]

Here is the fix to this issue. Open Website/Code/ReorderHandler.cs

Locate the following line of code

Code: Select all

basketItem.IsSubscription = item.IsSubscription;

and replace with

Code: Select all

basketItem.IsSubscription = item.IsSubscription;
if (!item.IsSubscription && item.Product != null)
     basketItem.IsSubscription = item.Product.IsSubscription;

This should fix the issue with reordering of cancelled subscription.

[egormsen]

Thank you, I will apply the fix today.