Hey all- I am new here and I was hoping someone would be able to help me out.
We have been having a payments problem with Wix. We sell 7x 'packages/plans' on our website which run for 1 month. Once the 1 month subscription is up it debits the subscribers bank again for the next month to come. If a payment fails because of insufficent funds etc from the person then it will keep the subscription running and try and take another payment again in 3 days time. It wont cancel the package and subscriber straight away from 1 failed payment which is what we as a company want.
All is well and good for 6 of the 7 packages/plans however-
1 of the plans (which has been set up exactly the same as the other 6) will automatically cancel/end the subscription after 1 failed payment. It will not try again in 3 days and keep the subscription open. Just automatically cancel and cut that person off. All 7 packages are set up the same way however there is only 1 which will auto cancel the sub and not try take a payment again in 3 days.
We have had numerous emails and phone calls with WIX but the answers from them have ranged from "all packages automatically cancel" (which they clearly don't because the other 6 don't) to "Its a banking problem with the subscriber.