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artfulrobot / uk.artfulrobot.civicrm.gocardless

A CiviCRM extension providing GoCardless integration to handle UK Direct Debits.
GNU Affero General Public License v3.0
5 stars 18 forks source link

Recurring Contribution data unset on new contribution #58

Closed PJKerrigan closed 4 years ago

PJKerrigan commented 5 years ago

Hi,

I'm having an issue with one of our client sites using this extension with CiviCRM Contribution Pages.

They're getting contributions that aren't showing as recurring, and when I look at the data the recurring contribution data is missing.

Is there anything that you think could be responsible for this? It doesn't seem to happen every time.

artfulrobot commented 5 years ago

That sounds strange! Do you mean that on the contact's record there's nothing under Recurring Contributions, but there is a Contribution record showing?

And at GoCardless - is a subscription set up properly?

Contributions will never get marked as Completed without a Recurring Contribution.

Note that this extension only works for recurring contributions; you can't do one-off payments with it (#12) so if you are giving users that option that could be the cause. And users being human, that could also account for why it happens some times and not others.

PJKerrigan commented 4 years ago

Hi,

Thanks for your prompt response. I'm sorry for the delay in getting back with more information.

Basically, we're using CiviCRM 5.12.3 with the following extensions:

com.cividesk.email.sparkpost 1.0 nz.co.fuzion.civitoken 1.3 nz.co.fuzion.extendedreport 4.3 org.civicrm.flexmailer 0.2-alpha5 org.civicrm.module.cividiscount 3.2 org.civicrm.shoreditch 0.1-alpha19 uk.artfulrobot.civicrm.gocardless 1.4-beta uk.circleinteractive.payment.sagepay 4.0.0 uk.co.vedaconsulting.mosaico 2.0-beta4.1528762072

We have a number of contribution pages that allow purchase of membership, one-time or recurring. Sagepay is used for one-time payments, GoCardless for recurring payments.

A small number of payments are done via GoCardless, but an ongoing problem is that sometimes the Contribution record has incorrect data.

The Recurring Contribution seems to have been created and is actually stored in the database, but the Contribution often says it was paid by "EFT" and it's not linked to the recurring contribution. It's not happening all of the time, otherwise it would have been easier to debug. Haha!

I'm not very familiar with CiviCRM, as I'm more Drupal focused, so any information about how you'd debug this would be awesome.

You say that it can only be used with recurring payments. That sounds like it probably has something to do with it. I'm going to do more debugging and will keep you updated.

artfulrobot commented 4 years ago

Really you'll need a lot of information than you've provided here to unpick it. This extension logs to a special file inside your ConfigAndLog dir; you could look in that (but don't post it publicly!). And you can look on gocardless.com to find out what's actually been set up there; check webhook config and even check webhook events that have been sent etc.

There are quite a few options for CiviCRM contribution/membership pages - some seem to overlap; there's definitely room for confusion in the admin forms, and the public UI is also a bit confusing (in my opinion). You could consider separating them; have one set up for autorenewing memberships by DD and one for one off/yearly to see if that helps solve/pin down the issue.

artfulrobot commented 4 years ago

I'm closing this as I've not heard back for a while. Feel free to reopen.