PayPal seems to be affected too:
"Hello,I tried to contribute$50 via paypal & was under impression it didn't go thru. So then I found another way to give same amount. Now I see where I donated twice."
DS refunded 18663389UF957245S
Evidence this may be a may be a donor facing bug:
Wed, Jan 22
I am nudging the priority up, as this would be a nice time-saver for Donor Services given the persistent slowness of the PayPal console.
Thanks for the comprehensive and speedy followup, @Ejegg and all.
Kris found a third example:
cid=8506413 Zendesk 725434
Tue, Jan 21
I still like this idea. T243356: Civi: January 2020 Ingenico recurrings processing in duplicate? had 427 affected donors, from which we received 2 complaints so far, for duplicate donations on the 9th of January. We may catch more complaints end of month, when people look at their statements.
Wed, Jan 15
Tue, Jan 14
Excellent, thank you!
Mon, Jan 13
If this logic (inserting the tax language for US & NL donors) could apply to the Action: Send Annual Thank You Letter as well, that would be excellent.
One more underscore-related Civi quirk:
Thu, Jan 9
@Pcoombe in Q2 we had only one ticket, where the donor reported "...the page has no button to record my clicks....I am on a Windows 10 machine with an updated Firefox browser which I ask to always 'Override the colors specified by the page with those chosen above'."
Thank you, @Pcoombe this comports with what we're seeing in Donor Services, where we're still seeing new persistent banner complaints.
We should probably add this to the footer as well, if we can designate it for US & NL donors:
Wed, Jan 8
Mon, Jan 6
Dec 28 2019
Dec 19 2019
Exactly. PayPal's words: "However, this will also cause some donations to go unfinished when the customer abandons the process or there was a technical issue that prevented it from completing" could mean a lot of different things.
Thank you, Evelyn, I really appreciate your diligence with PayPal. Even if this change causes a small number of donors to reach out to us to ask why their donation didn't process, it's a big win in that PayPal will not be regularly confusing donors into donating twice, which we then have to rectify. Grazie!
Dec 18 2019
Dec 13 2019
Dec 12 2019
@Cstone thank you for the fix and the metrics
Dec 11 2019
they don't seem clumped by date and they have a variety of utm_campaigns and utm_sources, so no real commonality there.
Dec 9 2019
Dec 8 2019
I have seen one ticket, we can check if other agents have encountered more tomorrow. Thanks, @Pcoombe
Dec 6 2019
Dec 5 2019
Thanks, all, this is greatly appreciated!
Zendesk 674304 reported this today:
Dec 4 2019
Thanks, @mepps and @Ejegg for clarifying this yesterday. I'll tell my team that all donations, even one-time's, in the Ingenico console will now have Order Type : VARIABLE RECURRING. We'll look to see if the console gives us some other way to differentiate them.
Dec 3 2019
New case today #669121:
"donated today through Paypal, and got a notice that I needed to "confirm my donation" through your site. In doing so, I've now been double-charged. Paypal advises me to contact you first to resolve this."
Got it, thanks, @Eileenmcnaughton
Dec 2 2019
Nov 26 2019
@krobinson suggests this is related to something from last October - if there's already a task let me know
cid=8038820 also has Cancel Reason (auto) backfilled automated cancel, but the date is October 24th, 2018, and they have received 13 donations since then.
Nov 24 2019
Nov 20 2019
Thank you @CCogdill_WMF
@mepps If donors have made neither one time nor recurrings, could Civi just show a 'no contribs in date range' message?
Thanks! I will ask agents to be mindful of that when using the feature.
Nov 19 2019
Thanks, if the two flows can show in the same console that's peachy.
Nov 18 2019
Thanks @Ejegg If PayPal would be unable to combine the two merchant IDs in the same console/account, that would definitely complicate donor services workflows.
Nov 15 2019
Many thanks for the speedy help!
Cool! Thank you.
Thanks, @XenoRyet as long as setting MAXFAILEDATTEMPTS to 0 won't affect anything adversely (in terms of how or whether the recurring donations process), I'm for it. I'm not sure whether fr-tech or Evelyn would be better to reach out to PayPal if we go forward on this, maybe it could be driven by the level of tech talk involved?
Nov 13 2019
One nice-to-have on a preferences page:
Nov 8 2019
report all the dates in Hawaii time.
Nov 6 2019
What would be helpful in terms of donor-facing messaging is anything we can do to prevent Paypal from sending messaging saying that we canceled the recurring donation. I am unsure about what modifying the number of retries really means, and whether there are adverse consequences to that. Is it possible that T230064: Investigate how to generate generic email for failed recurring donations will make this task unnecessary?
Nov 5 2019
Sandra and I can use the report again, so I'm marking this Resolved as a one-off.
Some donors are reporting successful retries using Safari, so maybe this was a transient bug? Will continue to monitor for coming weeks.
Nov 4 2019
Donor cid=36730826 got this login error today. They donated successfully INGENICO ID 000000657040025678570000100001, Ref 71463648.2 but also ended up as a result of some confusion making a duplicate donation as cid=36730790. We'll refund one of them and apologize for the error.
Nov 1 2019
Thanks, I'll cc you on the email to spoof@
Thank you for following up with them @EMartin, it's disappointing that they're pushing this back onto the donors, but not entirely surprising.
Thank you, @TSkaff this looks great. I like the text, and the chronological list of contributions.
Oct 31 2019
Sounds good to me.
Thanks for pushing PayPal, @EMartin That these extra donations are reaching Civi would seem to undercut PayPal's claims that this is fraud, right?
3 do nothing - the impact of this is probably fairly low & may become lower as the script runs
Oct 30 2019
Ticket 636706 from 10/24
Oct 29 2019
Nope, thank you @Eileenmcnaughton - Resolving
Sure thing, and many thanks, this will improve a lot of different workflows!
Thanks for improving the error message, @Pcoombe I will check open tickets to see if we have any useful new feedback, but I don't think we have any console logs yet.
Solved in T231332: Unusable emails addresses
I am reopening this, as we've received new reports from donors about what sounds like the same issue. @EMartin would you let PayPal know that their report of the bug's demise was, as Twain would say, greatly exaggerated?
Oct 28 2019
Thank you @Ejegg for confirming the accelerated time is not a problem. Good point on the Engage delay! I would bet that the majority of recurring card/paypal donors are not also sending checks, though there are always exceptions. Handling those exceptions manually is probably worth it, if we keep the larger group of recurring donors from having to ask us directly for their receipts.
Oct 24 2019
Talking January scheduling at creative offsite (January TY email campaign, and such), it's emerging that the sooner we can send these annual summary emails the better. Could we get these all sent the first three days of January? @DStrine @Ejegg
Oct 23 2019
Thanks, @Pcoombe we'll ask these donors for the usual extra technical details.