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.
Any ideas from anyone? It would be greatly appreciated as it is extremely frustrating to not get an answer from WIX and it is costing our company time and money.
Thanks for your help!