Unexpected cancellation and change in EOT

[frankaustx]

Hey Jason --

Wow and thank you, thank you, thank you for this plugin. I literally cannot be fulsome enough about it!!

I installed 3.0 a few days ago. I then started offering 7-day free trials for monthly and yearly members.

I have a user who had an interesting thing happen. Here's a chronology:

-- New subscription: May 27, 2010 | 11:24:50 CDT
-- Cancellation: May 28, 2010 (can't see a timestamp at PayPal)
-- EOT changed to June 4, 2010, 4:44 pm CDT

Even though I have a cancellation button for members, the cancellation appears to have originated from PayPal, as no one hit the page where that button is found anywhere close to the time of the cancellation. The user says that she did nothing but I'm not quite sure I believe her... she's a bit of a anti-PayPal-ite(TM).

Regardless, the cancellation process changed the EOT time to 7 days from the cancellation time (moving it ahead one day).

So, I have three questions/issues:

1. Have you heard of "spontaneous cancellations" coming from PayPal? I'm going to call them to ask about this specific account, but wanted to check in with you and the community here first.
2. Should I have received an email from PayPal announcing the cancellation?
3. When a cancellation occurs during the free trial period, should I expect the EOT to be moved up according to the free-trial duration (as happened here) or is this more oddness?

Thanks so much for your help here!

FWIW, here is the button she used:

Code: Select all

<form action="https://www.paypal.com/cgi-bin/webscr" method="post">
<input type="hidden" name="business" value="orders@frankbutterfield.us" />
<input type="hidden" name="cmd" value="_xclick-subscriptions" />
<!-- Instant Payment Notification & Return Page Details -->
<input type="hidden" name="notify_url" value="http://communionoflight.com/?s2member_paypal_notify=1" />
<input type="hidden" name="cancel_return" value="http://communionoflight.com" />
<input type="hidden" name="return" value="http://communionoflight.com/?s2member_paypal_return=1" />
<input type="hidden" name="rm" value="2" />
<!-- Configures All Of The Checkout Fields -->

<input type="hidden" name="no_shipping" value="1" />
<input type="hidden" name="no_note" value="1" />
<input type="hidden" name="custom" value="communionoflight.com" />
<input type="hidden" name="currency_code" value="USD" />
<input type="hidden" name="page_style" value="col" />
<input type="hidden" name="item_name" value="Village Resident" />
<input type="hidden" name="item_number" value="1" />
<!-- Identifies/Updates An Existing Member After Checkout -->
<input type="hidden" name="on0" value="" />

<input type="hidden" name="os0" value="" />
<input type="hidden" name="modify" value="0" />
<!-- Customizes Prices, Payments & Billing Cycle -->
<!--<input type="hidden" name="amount" value="170" />-->
<input type="hidden" name="src" value="1" />
<input type="hidden" name="sra" value="1" />
<input type="hidden" name="a1" value="0.00" />
<input type="hidden" name="p1" value="7" />
<input type="hidden" name="t1" value="D" />

<input type="hidden" name="a3" value="170" />
<input type="hidden" name="p3" value="1" />
<input type="hidden" name="t3" value="Y" />
<!-- Displays The PayPal® Image Button -->
<input type="image" alt="PayPal®" style="border:0;" src="https://www.paypal.com/en_US/i/btn/btn_xpressCheckout.gif" />
</form>


[rossagrant]

Hey frankaustx,
The cancellation looks like it was probably done within your customers Paypal account, not on the site.

Log into your Paypal account and look for the cancelled transaction.

With regards to the EOT, the EOT has been calculated correctly.

Sub Starts 27th May ---> 7 FREE days takes you to June 3rd ---> S2Member automatically adds 1 days grace to a members subscription just incase there is any kind of discrepancy from a member (time differences etc ---> Takes us to June 4th.

Unfortunately paypal doesn't send a merchant an email upon a recurring payment being cancelled, they only send one to the member themselves. I have asked Paypal why this is and they have added it to their requested services but i doubt we'll ever see it.
You can, as I mentioned see cancellations if you log into your account however.

Hope this helps and like I said I've NEVER seen spontaneous cancellations so I expect your member may have cancelled it through her paypal account, perhaps by accident.

One thing you could check is on your cancellation in your PP account, just check for failed payment attempts. There shouldn't be any as payments weren't due but that's the only thing I can think of.

Ross

[Jason Caldwell]

Hi. Yea, I totally agree with Ross.
Sounds like a cancellation by your Customer, through their own PayPal account.
- Or, as Ross mentioned, it could have been a spontaneous cancellation that occurred due to "max failed payments". If a Customer fails payment more than twice in a row, s2Member will be notified by PayPal through IPN, and s2Member will terminate ( EOT ) the account immediately in that case.