Credit cards expire, or sometimes need to be changed for a variety of reasons, and this seems to really mess up Subscriptions in PayPal. That's been a problem for while, but now it seems to have gotten even worse. It used to be that when a payment failed we would get an email telling us which subscription, and when PayPal will try again. If it failed again a few days later, another email, and if it failed a third time then the subscription would be cancelled. For some reason we no longer receive these emails, instead we just get an email saying that the subscription has been cancelled, and often a panicked call from a customer who can no longer access their account. This is a serious problem. It causes problems for the customer, and wastes a lot of our time too. It also costs us money because even though the customers sign up for a new subscription, we've lost 9 or 10 days of revenue in the meantime. It's not the customers fault so we don't charge them. The fault, as far as I can tell, lies with PayPal. Ultimately, I'd like PayPal to fix the bug with the Subscriptions so that a change to credit card details doesn't kill off the subscription. It is clearly a bug, because without fail the customers who've had their subscriptions cancelled can sign up for a new one without making any changes in PayPal. But it may be wishful thinking to think PayPal are going to fix it. At the very least though I would like to have the "Subscription Payment Failed" emails working again, so that I can catch these issues before they drag out for a week or two of lost revenue. Any suggestions gratefully received.
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