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Recurring PayPal donations not reaching Civi if subscription is older than a few years
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Description

The donor in Zendesk 176622 responded to a bulk email by pointing out that they're already a recurring donor. Their PayPal ID is
S-3LC739864H115245E. PayPal confirms that this is an active recurring donation, but the last donation we received in Civi was February 2013. The donor does have two email addresses in the Zendesk ticket, but neither of them shows the missing recent donations at the PayPal portal. We're following up with PayPal about this. One question, the screenshot sent by the donor references Tony Le's email address rather than their own; maybe that's related to the error?

PPRECURimage1.PNG (1×2 px, 196 KB)

Event Timeline

MBeat33 raised the priority of this task from to Needs Triage.
MBeat33 updated the task description. (Show Details)
MBeat33 added a project: Fundraising-Backlog.
MBeat33 added subscribers: MBeat33, Ppena, awight.

Paypal double checked this information and they show that all payments, specifically for the time period of February 2013 to current, have all completed successfully to Wikimedia. I have attached a log of payments made that includes dates, times and amounts provided by Paypal here.

smb://filesrv1/Fundraising/Tech/Paypal/T120692 Wikimedia Subscription Payments

These were all made (February 2013 to current) to the email address of tle@wikimedia.org.

I've confirmed that payments from this subscription are handled correctly by PayPal. They are picked up by our nightly audit process, and sent to the recurring queue. However, this is falling into our legacy subscription hole--we don't have a record of the original subscription, so we delay putting it into the database for a few hours, waiting for the subscription message to arrive, and when it doesn't, we reject the message and put it onto the recurring-damaged queue.

This is actually a surprise to me, I thought we were sending failmails for all missing subscriptions. Happily, we still have a record of these, in archived -damaged queue dumps.

awight renamed this task from recurring PayPal donation not reaching Civi to Recurring PayPal donations not reaching Civi if subscription is older than a few years.Dec 8 2015, 8:08 AM
awight set Security to None.

Have been backfilling these as they come in, synthesizing subscr_start messages from failed subscr_payment messages. I think they're all set now!