Expired Listing Emails on Listings That Aren't Expiring

This topic contains 8 replies, has 2 voices, and was last updated by  Alex Rollin 4 years, 2 months ago.

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  • February 7, 2020 at 11:07 pm #529365

    Will Hill
    Expired Member
    Post count: 73

    We mostly have people that have monthly recurring listings, and they should automatically get charged each month. We have had a couple different issues:
    1. People who are automatically getting charged each month still get a “listing expiring” email, so they think something is wrong, leading us to have a lot of panicked support calls
    2. Listings get charged and then show as “overdue” anyway.
    3. We have manually set a couple listings to “Never expire” but they are still sending out expiration emails.

    These issues have caused quite a bit of confusion for everyone. Is there a straightforward way to get this all cleaned up?

    February 7, 2020 at 11:09 pm #529366

    Will Hill
    Expired Member
    Post count: 73
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    February 7, 2020 at 11:23 pm #529373

    Alex Rollin
    Moderator
    Post count: 27815

    Hello,

    a recurring package can only have the date or period of the subscription changed at the gateway, if it is possible at the gateway. Ergo, if the expire date is changed while the listing owner’s recurring package billing is active, the recurring billing will still control the actual renewal and expiry date. Emails follow – they will continue to be sent based on the expiration date of the package in the gateway.

    February 7, 2020 at 11:27 pm #529377

    Will Hill
    Expired Member
    Post count: 73

    So if we are using the Stripe payment gateway, is there a way for us to make it so it doesn’t send the expiring emails if they have auto-billing turned on? And what about the ones that show as “overdue” or “expired” even when the listings has been paid for and renewed?

    February 8, 2020 at 2:13 am #529422

    Alex Rollin
    Moderator
    Post count: 27815

    I think the best way to do that is probably to cancel their subscription and ask them to resubscribe so their subscription is setup correctly.

    Does that make sense?

    February 8, 2020 at 2:36 am #529429

    Will Hill
    Expired Member
    Post count: 73

    Well for most of these we think that they are setup correctly. It’s possible that they aren’t, but we aren’t sure what is wrong that is causing them to get the expiring emails or show as overdue.

    February 8, 2020 at 3:32 am #529435

    Alex Rollin
    Moderator
    Post count: 27815

    Have you checked the gateway info for one of them, to match the dates up with the listing?

    February 8, 2020 at 3:49 am #529437

    Will Hill
    Expired Member
    Post count: 73

    I’m not entirely sure what that means or how to do that

    February 9, 2020 at 5:56 pm #529555

    Alex Rollin
    Moderator
    Post count: 27815

    You use Stripe. Try opening up your Stripe account and matching up a recurring subscription in Stripe with the subscription on your site.

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