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- This topic has 16 replies, 2 voices, and was last updated 8 years, 1 month ago by
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Hi,
My site has just gone live and I have an issue with one of the first orders. A customer ordered 3 products, one from 1 vendor(vendor A) and 2 from another(vendor B), I got paid my fee amount (visible on my Stripe dashboard) for the 1 product from vendor A and only for one for the products from vendor B. Help! I really can’t think where to start with this one? But I really don’t want it to happen again – I’ve spent a lot of time and used a lot of my vendors goodwill getting them on board and now we’re live…thanks
PhilippaJust to add to this on stripe it shows the full charge amount as £47 which is the price of vendor Bs 2 products but my application fee is only £2.40 and it should be £9.40 … £2.40 amounts to 20% of just of the cheaper of the two products.
Thank you for your help!
Hi Ben,
On wp-admin>woocommerce>commission then the product it shows the commission paid to the vendor as £28 – the correct percentage as if the 20% fee came to me. I haven’t asked the vendor yet what they were paid as its a bit embarrassing and I want to get a better handle on what’s gone on before I do!
I haven’t set the product commission to be different for this product as far as I know – there’s nothing showing up on the product page.
thanks
PipHi,
The exact same thing happened again with a different vendor – an order was made for 3 products by one customer from the same vendor and I only received the 20% from one of the products. I’ve checked and the vendor received the 100% on thee two products. Has this happened to anyone else before? I’m hoping its an easy and quick fix.
thanks
PipHi Pip,
Are you saying that if there are more than 1 products in the cart, admin only receives commission from the first product in the order, and not other products in the order?
1.) I logged in, checked all of your settings. All settings look fine.
2.) I checked the user account of Clod Pebble to ensure no overrides were taking place for commission. All looks good there.
3.) I checked installed plugins. Nothing sticks out as a troublesome/conflicting plugin.
4.) Checked the calculations on the orders you’ve received, and the commission that has been logged for them (or “revenue” as you’ve renamed commissions). The commissions are calculating correctly.
5.) I enabled the WC Vendors Test Gateway. I placed an exact duplicate of order #17248. The new order # from my test is 17250. The commissions calculated correctly. Then, I marked the commissions as reversed and disabled the WC Vendors Test gateway.
It looks like everything on the back end is working correctly. I can’t check Stripe, because that would be on your Stripe.com dashboard, not anything I can see. Perhaps you can get some screenshots for me showing what’s going on?
Hi Ben,
thank you so much for doing this -and on a Sunday as well. Much appreciated – this ones a big headache so thank you!!!
Yes, it is exactly that – all the wordpress/WC vendor stuff shows the amounts correctly (including the emails to the vendors, and their pro dashboard) but the Stripe account has only credited me with the fee for one of the products and the vendor has received 100% for 3 of them.
Here is a link to some screenshots http://imgur.com/a/KUBxr
i have got some products on the site set as variations – not these products and none for these vendors, but thought i’d mentioned it as i read in the forum elsewhere that variations caused stripe payment problems. when this is sorted out – do i need to delete my variations completely if i use stripe?
let me know if you need to look at shots of any other specifics?
thanks
PipYou’re welcome!
The screenshots provided didn’t provide me with much useful information. Full of information, yes, but nothing that could indicate any bug or issue to replicate.
So, what I’ll have to do is tomorrow when I’m not wearing underwear in bed about to sleep, install Stripe on our dev server and run some tests to see if the issue is something I can replicate. If I can replicate it, I can fix it. 🙂
In the meantime, I’d run through your Stripe.com dashboard and ensure that all of your settings are correct, nothing looks “weird” or potential for a problem. It’s pretty straight forward, though, Stripe pays what we tell them to pay.
I’ll know more tomorrow.
Ben
Hi Ben,
Nothing looks strange on my stripe dashboard. the only things i have ‘done’ to the account which may be the root of the problem?? are-
When some of my vendors connected my stripe dashboard was accidentally in ‘test’ mode and my wcvendors was set to ‘live’. this meant that some vendors had to reconnect to stripe once i’d set it to ‘live'(including the 2 where the problem has happened – not that there have been any orders from those that it didn’t happen to to compare however) At the time you gave me directions for removing the users from my phpadmin before they reconnected which i did. i also noticed that i was added in the ‘test’ connected accounts section even though i had never consciously added myself as a vendor. i deleted myself from php admin and then to try and reconnect, i regnerated my API keys on my stripe account and changed them on my wcvendors stripe settings on wp-admin…i am not now listed in the ‘live’ connected accounts list of my stripe dashboard but as all the test purchases i made worked i thought nothing of it…!
could this be the root of the problem? Am happy to give access to my php admin or cpanel file manager if needed…
many thanks for all your help with this.
Pip
Hi Pip,
I’m currently about halfway done setting up a fresh site to test with to see if there’s a problem in the plugin or not. That’ll allow me to better answer you. Are you on Skype? If so, shoot me a username and we can type to each other in real time. That’ll be much more useful than using the forums. 🙂
Hi, Thanks for working on this – i wasn’t on skype but just got an account – username philippacambers
thanks,
PipI’m logged onto skype but can’t see any messages or updates etc…? as im a skype newbie not sure where i’m looking/how to fix it!
All fixed, and extensively tested. Thanks so much for your help and patience through this one!
The problem was an error in the commission calculations for generating the application_fee. Most sites would never see this issue, but yours sure did. 🙂 The calculation error has been fixed, and I’ve updated it on your live site already, so you do not need to do anything. The two plugins I updated are WC Vendors Free to v1.8.8, and Stripe to v1.0.3.
- The forum ‘Stripe Commissions & Gateway Support’ is closed to new topics and replies.