=> You said, “So, on to your actual question at hand — Stripe is correct, that they just charge what they are told to charge. Chances are there’s an issue with your commission rate, product price, overriding a commission rate, or something like that. If the error was with our coding in Stripe, you’d see a thousand angry sites posting that people are getting overcharged.”

My reply: Glad you agreed with Stripe. So that just plays right into Stripe’s comment about your plugin being the problem. Look, I bought your plugin and used it right out of the box (zip file in this case). It was working fine on its own and used as described in your documentation. I don’t have time to do all this tinkering with plugins. I wanted a plugin that worked right out the gate. So now that we have established that Stripe is not to blame because as you agreed, ‘They just charge what they are told to charge.’ That only leaves with what Stripe’s Markin said about your plugin being the problem. Now, if you have a problem with Markin saying that, then you are free to go to their IRC chat channel and talk to him because that’s where I found him, and you two can duke it out about how he accused your plugin ok. But I need the issue fixed. I don’t care how many other people might have run into the same issue or not. I’m talking about ME (nobody else) and what has happened with one of my customers and the fault being put on your product by Stripe themselves. Again, you can duke it out with them later for slandering your product if you truly believe your product is not at fault. But I need you to focus on my situation with one of my customers. I’m going on what Stripe said because at the end Markin said to contact you guys because they didn’t develop the plugin. Markin said about this issue, and I quote, “it is beyond their scope of support.” And he said to come your forum to get help since and I quote, “It’s a paid plugin.” That’s what Markin said and you can go ask him to confirm it later. For now, please focus.

=> You said, “The first thing you need to do is try to reproduce the error. If you can reproduce an error, that gives us exact things we can check to start to debug where the issue is. So, help us help you, provide as much details as humanly possible, and try to break it yourself, too!”

My reply: This occurred in live mode of an order over $100. I don’t need to try to reproduce anything. I don’t work your tech support, nor did I build the plugin. If I built the plugin or had expertise on how to troubleshoot issues with your plugin then a different story. But you hadn’t trained me on nor do you pay me to attempt to reproduce an error. That’s the job of your tech support, whoever you have working tech support. I do tech support for company I work for; specifically and only in products they put out. That’s what I’m trained and paid to do. That’s not the case over here. So why would you suggest I try to break it myself when I didn’t even make the plugin nor did you hire and train me on troubleshooting it? I have a better idea, Ben. Because this is what we do at the company I work when there’s a technical issue, WE troubleshoot the issue and that involves attempting to reproduce the error complained about. And this is what I suggest you or your tech guys do: attempt to reproduce the error. And the only way you can really do that, is to go to the client’s site to do teh exact same thing that was done that triggered the problem. And if you can’t reproduce it on the client’s site, then you check a fresh install on your own servers with its own new database and see if you can reproduce there with the exact same file found in my downloads on WCVendors.com. And go from there on finishing troubleshooting. I shouldn’t have to tell you this. If a customer buys something from us we provide support. So what exactly do you need, telling me, “…provide as much details as humanly possible” is vague. What we do is ask the customer for specific details what we need to effectively troubleshoot the issue. So you need to tell me what exactly you need. After all, it’s your plugin. I didn’t make it. Ya’ll did. So what exactly do you need from me to get this resolved?

I did ask Stripe if they had paid support for things outside their scope. And they don’t have such a service. Otherwise, I would have just had them look into, but again they didn’t create the plugin, you all did. The reason I was told to come here for help. You know your code better than anyone. And the quicker we can get this resolved, the better. Plugins get bugs we know that. It very well could be a bug on Stripe’s end, too. But according to them, the shifted the blame on your plugin. So here I am, looking for help that I thought came with my purchase. Do you have Skype? I don’t want any more of this to be public as I need to give you the site so you can go through the exact LIVE process ordering the exact products as the customer who was overcharged during live mode so you can reproduce the error and attempt to fix thereafter.

I do not mean to sound rude or angry. Like I really don’t. I just want a working plugin that above all does not overcharge our customers. Even I hate it when I get overcharged by anyone. It’s annoying as heck. I prefer the vulgar term but will not put it here. But you get my drift. So it is my wish that you understand my frustration when it comes to our customers. I protect them as if it happened to me directly. I feel their pain completely. But of all the things that could go wrong with the plugin, why that?! I want to continue using your plugin. It’s working for the most part and nothing has changed since adding everything was set. No commission change, no commission overriding, prices, none of that. The only thing that has changed is adding products to the store. No more setting changes with that plugin and anything else on the site because no changes were necessary since all was working great until today. Like literally. Everything was full functional until that first order over $100 came through today where our customer was overcharged just out the blue.

So what do you need from me to figure this one out? Give me specifics. It’s your plugin. And I definitely need your Skype ID so we can talk in real-time and I can give you what you need through there instead of on this site. And then after you can go into a boxing ring with Stripe’s Markin for possibly slandering your plugin for having a bug.

Y’all are pissing me off. First off, I don’t give a fuck about transparency. I want privacy and you should give it to me. Why do you think your customers would want their business all out in the open? Would you like it if your bank offered you support about your account all out in the open forum? I bet you won’t. So I don’t care what you do. I don’t want details of this site all out in the open for privacy and security reason. Are you going to respect that or not?

And secondly, what part of what I said did you not understand? I thought I was very clear. Do I work for WCVendors.com? So why would I need to repeat the steps on something I have no training on how to troubleshoot? Just to tell you the same damn thing that I’ve already told you that you’ll still need to replicate yourself?! What damn sense is that?! I DO NOT WORK FOR YOU. A customer made a purchase and it overcharged her by some random ass number: 23.50 for a site that is set to 50% commission only for ALL products. Why would it ADD to her payment total ANYWAY? Does that make sense to you? The commission is deducted not added to the customer’s payment. We don’t have a service fee or any other fees. What a customer sees on the site for the price of any product we sell, is the price they pay. Period. There are no shippping costs, no taxes, or anything else but the price of the products. So you tell me, where on earth did $23.50 come from that you all’s plugin ADDED to her total AFTER purchase? Hell yes I’m pissed. Because you’re expecting me to do your fucking job, just because I said I work in tech support for another company. I am the one that told y’all what y’all need to do already. Gave you fucking hint because Ben didn’t seem to know. And you finally get your ass on here and talk to me as if I’m lying about being tech support for another company. I don’t have to lie. What good would that do me? Will it fix the plugin? Of course it won’t. I wouldn’t have had to detail what we do at our company for products that we provide support for and YOUR damn product is NOT one of them. So you need to do your damn job and stop expecting ME (the customer of WCVendors.com’s Stripe plugin) to do it for you. Yes, I am in tech support but once again, NOT FOR YOUR COMPANY. We do NOT provide support for WCVendors.com products for our customer; nor are we trained on WCVendors.com products because don’t sell your products to our customers. So tell me again, why I as the customer need to repeat the steps as if that’s going to help ME troubleshoot a product I was never trained on? Does that really make sense to you? I told you what happened and now it’s YOUR TURN to replicate the issue like any tech support of any other company would do for their own products. YOU NEED WISE UP AND DO YOU DAMN JOB for the products you were trained on how to troubleshoot. Because that is NOT MY JOB as a WCVendors.com paying customer of that plugin. I shouldn’t have had to tell Ben or you how to do it. Because the first thing Ben should’ve asked for was the site URL and products purchased so he could replicate the issue that caused the overcharge. But he didn’t do that as you can see. And then after he replicated the issue, he should have requested access to inside WP-Admin to figure out what happened to cause it and to fix it: essentially troubleshooting the issue to resolution.

But I had to ASK you for the specifics. You see, when a OUR customers for product we sell call with a complaint about any products malfunctioning, we don’t respond like Ben. We immediately ask specific questions to get in and fix the issue. Ben as you can see, did not do that. I expect his kind of response if the plugin was a free plugin. Because most developers of free plugins, have the same type of response as Ben. But this is NOT a free plugin; it was paid for and so I expect tech support to respond in a way to get to the problem immediately and fix it. And you can’t do that if you don’t specific questions of what you need from the customer like myself to get it resolved. See this is how I was trained on how to do EFFECTIVE tech support. But I had to paint the picture for you when I don’t even work for you. I am not your tech support nor do we sell your product to offer support on. See the difference, yet, Jamie? The products that were purchased by the customer from our company hasn’t a thing to do with WordPress. So tell me again, why you are expecting ME to do your job for you and reproduce the error on a plugin I bought that you all created that created some off the wall overcharge that cannot be explain by any price of any of our products? Not even one. I am the customer here with a faulty plugin I bought from you all that overcharged our customer in our book and software online e-commerce website.

I repeat and if you still don’t get it, then that’s your problem: I do tech support FOR customers who purchase OUR company’s products; NOT yours. We don’t even sell your products let alone know how to troubleshoot them. So I don’t have to repeat steps regarding an issue caused by your plugin because I can’t troubleshot a product I have never been trained on. That’s like me telling you to troubleshoot phone malware when you have never been trained on malware software for a specific phone nor do you even sell the phone that’s been infected. Do I really need to go into all that with you? I do not do tech support for products I buy from an entirely different company than the one I work for and you all aren’t the ones I work for. There is a massive difference. So yes I truly do ACTIVELY and EFFECTIVELY work in tech support. Just NOT for YOUR company or any products you put out. And therefore, I’m not going to do your job for you especially when I have no training whatsoever on how to troubleshoot your plugins. I never filled out an application to be your tech support. You all are trained or supposed to be trained on troubleshooting all things created by WCVendors.com. That’s what your tech support is supposed to be for to your customers like myself. So again and again and again, you as a WCvendors.com Tech Support need to replicate the issue that I’ve explained so that you can see it firsthand. Now I told you what you need to do: let’s get on Skype and you’ll get everything you need to replicate the issue so you can see it firsthand and then fix it. You can get all your answers by simple access. See how easy that is? That’s what we do at the company I work for, when we troubleshoot an issue on someone’s website for a product we produced that they bought from us. Now I expect nothing less from you all since I am a paying WCVendors.com customer. What is your Skype ID so I can give you access for you to see it all yourself. Nothing has changed on the site. I already explained that. Do you want to fix it or not? If you do, then what is your Skype ID? I will not provide access information on this site for security reasons. Everything you need to know is inside the account. Are you wanting to fix it or what? Because I still don’t have your Skype ID when I specifically asked for it. We can do this by phone if you’d like. What’s your tech support’s phone number and the best time to call (and your time zone so I can make sure I convert it to my time zone). And I’ll call. The site is set for 50% sitewide. No product has a different commission rate. So it’s a mystery how our customer was charged an additional 23.50. Where on earth did that amount even come from if it’s set to 50% sitewide? And why on earth was it ADDED to her when the price of the product did not total to 23.50 more than the original price? You can only answer that if YOU replicate the issue by accessing the website. Or run a test on your own platform and see if you can replicate it with products that total over 100 dollars. At the company I do tech support for, we typically just get right to the website upon requesting the domain so we can replicate the issue. You all are attempting to do it blind and you’re wasting my fucking time in the process.

For the last time, what is your Skype ID? Or what is your tech support’s phone number. Most sites have a secured area for troubleshooting issues that involve access for privacy and security reasons. I don’t see that on your site. So that’s why I ask for your Skype or tech support’s phone number. You see this conversation shouldn’t even be public. But the private message I sent got deleted. Seems like you all have a bug on here to that deleted the message just like the mystery behind our customer getting overcharged by your plugin. Coincidence? Who knows and who cares. I just need the plugin fixed so it does not overcharge another customer ever again. I’m very close to just requesting a refund for the plugin I bought from you all, if you all don’t get on it and fix the bug in it. I will not do your job for you, especially when I never filled out an application to be a part of your tech support to troubleshoot your products. That’s YOUR job. Send me a private message or an email with your Skype or tech support’s phone number or just give me a refund if you don’t want to fix your plugin. I am running out of patience. Your tech support standards are too low. You all need to step up your game and get ‘er done already. If I end up fixing it myself or hiring someone else to do it after I paid you for it or if it’s not fixed before I run completely out of patience with your tech support, I will request a refund and I will not ever recommend anyone buy from your all.