HUGE BUG – customers billed twice !!!

  • paddletroke

    (@paddletroke)


    1 month, 1 week ago

    I have woocommerce with the woocommerce subscription plugin.

    I create a subscription at 48€/year. 30 days free trial.

    I installed Paypal plugin.

    I checked the ‘Connect product to Paypal subscription plan’.

    I have 100 new customers. And guess what I found? They are being charged at day 0 AND at day 30!!!

    So I go to paypal I check the plan that was created, and what do I see? What?

    Trial 1 : 48€ /month for 1 month

    Subscription : 48€ /year

    WHAT THE HELL? The plugin created a paypal plan where the FREE trial month is charged the price of the year!!!

    Now I have 100 customers who want to know what is happening!

    What do I do now after this huge blunder? Refund each customer one by one? And guess WHAT? Because the surprises never stop! I can refund but paypal DOES NOT REFUND THEIR FEES!!!!!!!!!!!

    So Paypal – YOU BLUNDER and you won’t even refund the fees when I have to clean up the mess????????

Viewing 5 replies - 1 through 5 (of 5 total)
  • Plugin Support Krystian

    (@inpsydekrystian)

    1 month, 1 week ago

    Hello @paddletroke

    I tried to reproduce this issue multiple times, but I simply cannot set a price for the trial period in WooCommerce. There is no such parameter. WooCommerce only allows (outcome here):

    • Subscription price (e.g., €48/year)
    • Sign-up fee (one-time fee when subscribing)
    • Free trial period (e.g., 30 days free)

    However, PayPal has an extra setting that WooCommerce does not control:

    • Price of the free trial period (in your case it is set to 48$)

    So what does this mean? It means that the trial period price can only be adjusted on PayPal’s side, not through WooCommerce. The only logical explanation for what happened is that this parameter was modified in PayPal after the plan was created. WooCommerce does not have an option to set a price for a trial period—this setting does not exist.

    I’ll keep testing different scenarios, but at this point, this is the only explanation that makes sense. If you have any additional details or think something else happened, let me know—I’ll be happy to help.

    Kind Regards,

    Krystian

    Thread Starter paddletroke

    (@paddletroke)

    1 month, 1 week ago

    I can see clearly what happens here. WooCommerce does not have this setting. So when the plan is created, this parameter must not be defined in your API call. So PayPal default to monthly payment. And they default to the plan’s value.

    Plugin Support Krystian

    (@inpsydekrystian)

    1 month, 1 week ago

    Hello @paddletroke

    Have you been able to reproduce this issue on your end?

    We have found a potential way to replicate it and have assigned the issue to our developers for further investigation. However, we’re not certain if this is exactly what happened in your case. This behavior may occur if the plan is disconnected and then reconnected.

    Let us know if you have any additional details.

    Kind Regards,

    Krystian

    Thread Starter paddletroke

    (@paddletroke)

    1 month, 1 week ago

    the issue happened with 2 separated simple subscription. I have only connected it once. No deconnection needed.

    i can try to replicate and make a video if you want.

    meanwhile can you ask PayPal support team to fix my situation by cancelling the 100 undue payments for the trial months? It is extremely annoyingly difficult to find a way to open a technical ticket/réclamation on the PayPal website.

    Plugin Support Krystian

    (@inpsydekrystian)

    1 month, 1 week ago

    Hello @paddletroke

    Please give it a try with a new product and share the video. The only scenario where I was able to reproduce this issue was the one I described in my previous message.

    To contact PayPal’s support team, please use this link: PayPal Merchant Support. This is the recommended way to reach them, and from what I know, it has been successful for other users.

    If you can reproduce the issue, please provide them also with the details from this thread. This will increase the chances of them reviewing the case and potentially refunding the fees. However, we would need confirmation that this is indeed a bug.

    Let us know how you’d like to proceed.

    Kind Regards,

    Krystian

Viewing 5 replies - 1 through 5 (of 5 total)
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