Payment System

Payment-related emails

Subscription cancelled for S-1111111111111

See Payment_System#Cancelled_PayPal_Subs

successful pmt for col01111

RESPMSG:Approved;PPREF:0RH20660AL5779445;AUTHCODE:111111;X-VPS-REQUEST-ID:1349524679Scol0
2154;CVV2MATCH:Y;AVSADDR:Y;PROCCVV2:M;PROCAVS:Y;CORRELATIONID:20f200c78b60e;PNREF:ESYP9EC
9E9FF;RESULT:0;AVSZIP:Y;IAVS:N;

This shows that we have a successful payment ('pmt') from this customer. You may search for the payment in PayFlow via the PNREF ID ('ESYP9EC9E9FF'). You can also see some fraud filter results in this email:

CVV2MATCH:Y cvv matches (Y=match, N=no match, X=not supported by bank)

AVSADDR:Y address verification matches (Y=match, N=zip match, X=not supported)

PROCCVV2:M verbose cvv match info (S=not supported, U=unavailable, W=whole zip, X=exact match, Y=yes, Z=zip)

PROCAVS:Y verbose address verification info (M=match, N=no match, P=not processed, S=not supported, U=unavailable, X=no response)

Action to take: Clear arrears for customer. Delete email.

successful S for 68479f46

This means a new customer paid via cc. S means we collected $. A means it's only an auth (in the case of a colo) and we will need to collect funds later.

Action to take: rename the cc info file (see New ccard order 68479f46). Delete email

New ccard order 68479f46

From: Chad Whitacre
gpg --decrypt /usr/local/www/ccard_orders/done/43b7214f

-----BEGIN PGP MESSAGE-----
Version: Crypt::OpenPGP 1.03
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=zKlm
-----END PGP MESSAGE-----

This is the encrypted cc info. It's in the file /usr/local/www/ccard_orders/done/43b7214f on mail. It needs to be renamed to the customer's final CID:

mv /usr/local/www/ccard_orders/done/43b7214f /usr/local/www/ccard_orders/done/col0NNNN.gpg

The PGP message is contained in the file. This file can be decrypted (gpg --decrypt /path/to/file) to get at the info.

Action to take: rename the file. Delete email.

failed pmt for col01111

RESPMSG:Duplicate trans: 10536-The transaction was refused as a result of a duplicate
invoice ID supplied.  Attempt with a new invoice
ID;PNREF:ETHPA078CA93;RESULT:30;X-VPS-REQUEST-ID:1349657543Scol01034;HOSTCODE:10536;

Pretty self explanatory. Their payment failed, and they do know about it. This is sent to us so we know it happened, in case (in the case above) the fault was our own. Most of the time the reason will be a plain old DECLINE.

Action to take: None, unless the fault is our own. The customer should go back to the payment page and try to pay again. Delete email.

Cancelled PayPal Subs

When a customer cancels their sub we will get a notice about it:

From: support@johncompanies.com
To: support@johncompanies.com, dave@johncompanies.com
Subject: Subscription cancelled for S-9X6247331K616642Y

mc_amount1 => 189.00
mc_amount3 => 189.00
payer_email => kpsurplusdotcom@gmail.com
first_name => Ken
item_number => 0003
txn_type => subscr_cancel
mc_currency => USD
payer_status => verified
ipn_track_id => 48ead05d235f3
invoice => 71b20c79
reattempt => 1
subscr_id => S-9X6247331K616642Y
recurring => 1
business => payments@johncompanies.com
charset => windows-1252
custom => type=pp
last_name => Parris
notify_version => 3.7
period1 => 19 D
period3 => 1 M
payer_id => RMV4JADWCFYJW
residence_country => US
amount1 => 189.00
subscr_date => 03:08:14 Oct 09, 2012 PDT
payer_business_name => KP's Surplus
amount3 => 189.00
cmd => _notify-validate
verify_sign => Aoq5NOCTR258UimYDF1inxShI0akA-Ayb5I4ZayCGz8enxz3aUwfLv5c
receiver_email => payments@johncompanies.com
item_name => JohnCompanies.com Colocation - $189.00/1 month(s)

A sub gets canceled for one of a few reasons:

1. the customer took action to cancel it
2. the customer's funding source(s) failed to provide funds to pay the subscription amount
3. paypal sometimes cancels these for their own reasons
4. the sub may have been setup (incorrectly) to make only a certain number of payments, then it auto-cancels

Either way, if we take no action, then the customer will no longer be making payments for their service(s). So we need to take action to get them paying again. To get them paying again via subscription, we send them a payment reminder (invoice).

1. take note of the last payment date for the sub and the nature of the sub payments: how much and how often.
2. click the 're-invoice' link associated with the failed sub, this takes you to the Invoice Generator. It will be pre-filled with some assumptions based on the last payment date and their payment.
3. confirm the payment, start date and interval. The Generator assumes monthly billing in all cases. So if they were paying annually, you will need to correct it. If the sub has been cancelled because paypal was unable to collect funds from their payment sources (most common reason) then the payment due date will have passed. In that case you will see a single amount due now (Single Amount), and the regular (monthly/annual) payment will show up in the 'Recurring Bill' field along with the next regular payment date- it will try to preserve their former monthly payment date. Again, if this is an annual payment it will guess wrong and the values will be incorrect so you must fix them and chose "bill every 12 months" too.
4. in most cases we will allow the Invoice Generator to send out an invoice to the customer, so choose "yes, ..." in the 'Email invoice to customer?' field. The Generator will offer up some stock message formats. In the case of a sub cancelled with a missed payment, it will auto choose "last payment failed" and fill out the body appropriately. In the case of a sub cancelled, but no payment missed, you should make sure the message selected it "sub cxld". Depending on the message, it will prompt you to provide different fields (like "Amt of missed pmt") which it will insert into the message for you. Bottom line- you can write or use whatever message makes sense, just make sure the message includes the link to payment (which is provided just above).
5. select the contacts you want to receive the message- usually just the billing contacts. You may also enter more (comma-delimited)
6. in the 'Notifications' section you notice that support@ is auto-selected to receive notification when the bill is paid. This simply means when the customer pays, the corresponding address will be sent an email indicating the invoice was paid.