• lancewo

    (@lanceorndorff)


    They can’t fix the bug. They offer “work arounds” that break the next update cycle. All they can say is “sorry”. VeteranToday.org is now back to using square online instead of what was promised. Refund please?

    • This topic was modified 1 week, 2 days ago by lancewo.
    • This topic was modified 1 week, 2 days ago by lancewo.
Viewing 1 replies (of 1 total)
  • Plugin Contributor Ben Meredith

    (@benmeredithgmailcom)

    Hey @lanceorndorff

    I’ve replied to your priority support ticket, and we’ll be happy to issue a refund (even outside of our normal policy) for you, if we don’t get things sorted out.

    I did want to provide a bit more context here as well, for public consumption.

    The first (two) issues that you came across in the last couple of months were legit bugs that slipped through the cracks of our Quality Assurance protocol, which is especially frustrating for me as I’ve been working for months now to shore up and expand the amount of testing we do before releases, to mitigate two things: (1) fatal errors that take down the site and (2) payment gateway errors that take down donations.

    You “won” the “lottery” by catching both of those bugs *after* they made it out. Since then we’ve added specific automated tests to our pre-release steps that will catch those and similar bugs before they see the light of day.

    Note that we patched both bugs in fewer than 24 hours and alerted every impacted customer immediately. Best case would have been to catch them before they went out, but next-best is to act quickly to fix them.

    This most recent issue was one with a premium gateway add-on that needs to validate ZIP codes before submitting the donation, and some of your donors appear to be clicking through too fast before the ZIP code field appears. That field is controlled completely by the payment gateway (for PCI-compliance reasons) and not something that we have any influence over, speed or otherwise.

    I can certainly appreciate how a 1-2 punch of a gateway becoming non-responsive, followed by this issue would tend to reduce your trust in our product, and I’m here to help. Let’s continue the conversation over on our Priority support channel.

    Your success with online donations is our number one priority, and I definitely want to earn back your trust.

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