We're experiencing several critical issues with our system that require immediate attention:
Payment Discrepancies:
A customer purchased a package on the website. The account shows the package, but the backend payment only shows the full arm package, missing the underarm package.
Some Stripe payments are not automatically changing to "paid" status.
Date Issues: A package purchased on one date is showing a payment date nearly a month later, causing it not to appear in the expected date ranges.
Please investigate these issues as soon as possible. They're affecting our ability to serve customers and process payments correctly.
Let me know if you need any additional information.
1. It is not possible to not show the package so this can be either due to time range
or via conflict of roles. In any case please search for appointment in services then in packages in manage package adjust the time format and see if this package shows
2. Stripe does not necessarily means that it is approved once they pay. You have set that default status is pending so now you need to manually approve it. Also we do not see an issue your price for this package is set to 0 so stripe shows 0. We had hundreds of thousand tickets over the year to be honest I do not recall any case where Stripe charged a specific amount and that Amelia shows 0.
3. Please provide me a temporary WP-admin (administrator) user for your site where this happens, so we could log in and take a look ‘from the inside’ as that’s the most efficient way to see and resolve the issue.
We do not interfere with any data or anything else except for the plugin (in case that’s a production version of the site), and of course, we do not provide login data to third parties.
You can write credentials here just check PRIVATE Reply so nobody can see them except us.
We wish you all the best and hope you have a wonderful day ahead.
Thank you for your response. I appreciate your effort to help, but I think there might be some misunderstanding about the issues we're facing. Let me clarify:
1. Package Visibility in Finance Dashboard: The problem is not about packages not showing up in the client portal. The issue is specifically in the finance dashboard, where only the full arm package is reflected, while the underarm package is missing. This is happening for the same client who purchased both packages on the same day. It's not a matter of conflicting roles, as the client has only one role (amelia customer). The time range isn't the issue either, as both packages were purchased simultaneously.
Question: Why is the finance dashboard not showing all purchased packages for a client, even when they were bought on the same day?
Is there a way to troubleshoot why certain packages aren't appearing in the finance dashboard despite being purchased?
2. Paid Status and Stripe: We're not having issues with packages set to 0 price. Our concern is about the paid status of packages that have been paid for through Stripe. We understand that Stripe payments don't automatically approve bookings if we've set the default status to pending. However, our question is specifically about the paid status, not the approval status.
Clarification needed: When a client pays through Stripe, shouldn't the status change to 'paid' in Amelia, even if the booking remains 'pending' for approval? We're not seeing any cases where Stripe shows one amount and Amelia shows 0. Our issue is about the status not reflecting the payment.
Can you explain the expected behavior for paid status updates when using Stripe, particularly for non-zero priced packages?
3. Admin Access: I understand the value of you being able to look at our site directly. I will arrange for a temporary admin account and will let you know as soon as it's ready. This should help you investigate the issues more effectively.
I apologize if there was any confusion in my previous messages. I hope this clarification helps in addressing our specific concerns. I'll follow up shortly with the temporary admin credentials once they're set up.
When you have several questions or issues please open a new ticket, and we will help you there. In that way, issues and questions that are related to different subjects will be in separate tickets so other customers or our support agents can find them easily.
Our policy is to have one issue or question per ticket because of the reasons that are described already.
Thank you for understanding.
1. Package Visibility in Finance Dashboard:
The problem is not about packages not showing up in the client portal. The issue is specifically in the finance dashboard, where only the full arm package is reflected, while the underarm package is missing. This is happening for the same client who purchased both packages on the same day. It's not a matter of conflicting roles, as the client has only one role (amelia customer). The time range isn't the issue either, as both packages were purchased simultaneously.
Question: Why is the finance dashboard not showing all purchased packages for a client, even when they were bought on the same day?
Is there a way to troubleshoot why certain packages aren't appearing in the finance dashboard despite being purchased? - There is no known reason for this so we would need to invetigate this live
2. Paid Status and Stripe:
We're not having issues with packages set to 0 price. Our concern is about the paid status of packages that have been paid for through Stripe. We understand that Stripe payments don't automatically approve bookings if we've set the default status to pending. However, our question is specifically about the paid status, not the approval status.
Clarification needed: When a client pays through Stripe, shouldn't the status change to 'paid' in Amelia, even if the booking remains 'pending' for approval? We're not seeing any cases where Stripe shows one amount and Amelia shows 0. Our issue is about the status not reflecting the payment.
Can you explain the expected behavior for paid status updates when using Stripe, particularly for non-zero priced packages? - Not sure what you are asking exactly but we will explain how Amelia works
If the price is 0 then payment step is skipped and then the status is paid since the price is 0
If they pay the full amount via Stripe then the status is paid also
When they pay on site this is in-person then this is set to pending in finance section since payment is pending and they still need to pay for this package
So pending or paid in finance section is not related to approved or pending statuses for appointments this is to show you who paid for appointment
So
1. 0 price they do not owe money
2. On site they do owe money and it is pending since they still need to pay
3. Paid via Stripe whole amount they get status paid since they paid it online upfront
3. Admin Access:
I understand the value of you being able to look at our site directly. I will arrange for a temporary admin account and will let you know as soon as it's ready. This should help you investigate the issues more effectively.
I apologize if there was any confusion in my previous messages. I hope this clarification helps in addressing our specific concerns. I'll follow up shortly with the temporary admin credentials once they're set up. - Please keep things and issues separate since this ticket is quite large and confusing already.
So if you need to respond to any of the first 2 question please copy paste question and response to a new ticket.
For third question when you send us credentials please send us exact issue and couple of screenshots or a short one minute video of the issue and we will gladly check this out.
We wish you all the best and hope you have a wonderful day ahead.
We could not test or check anything on your site due to this error
Your site and pages are unresponsive we tried more then a few times and on few devices we could not do anything on your site. So you must resolve these issues on your site first.
We also tried to replicate this issue in local and in dev environment and we could not.
The issue you encountered seems to be caused by a bug in your plugin when using Chrome. This affects access to pages involving Amelia plugins. I suggest trying Firefox or Safari, where the pages load correctly.
However, this Chrome-specific issue should be looked into and resolved on your end, as it may impact other users as well.
We will check this but we do not have issues with other users and we all are using Chrome and Amelia on our devices and there is not issue so we still think that this is and issue with your site not with Amelia.
We will take a look at original issue now and we will reach out to you again on this ticket as soon as we have more information.
Dear Amelia,
We're experiencing several critical issues with our system that require immediate attention:
Payment Discrepancies:
Please investigate these issues as soon as possible. They're affecting our ability to serve customers and process payments correctly.
Let me know if you need any additional information.
Thank you
Hello again,
We can not replicate this issue on our end.
Can you explain in a little more detail and send us some screenshots or a short one-minute video?
Looking forward to your reply.
Kind Regards,
Marko Davidovic [email protected]
Rate my support
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Hello there,
Thank you for reaching out to us.
We do not quite get the see the issue.
1. It is not possible to not show the package so this can be either due to time range
or via conflict of roles. In any case please search for appointment in services then in packages in manage package adjust the time format and see if this package shows
2. Stripe does not necessarily means that it is approved once they pay. You have set that default status is pending so now you need to manually approve it. Also we do not see an issue your price for this package is set to 0 so stripe shows 0. We had hundreds of thousand tickets over the year to be honest I do not recall any case where Stripe charged a specific amount and that Amelia shows 0.
3. Please provide me a temporary WP-admin (administrator) user for your site where this happens, so we could log in and take a look ‘from the inside’ as that’s the most efficient way to see and resolve the issue.
We do not interfere with any data or anything else except for the plugin (in case that’s a production version of the site), and of course, we do not provide login data to third parties.
You can write credentials here just check PRIVATE Reply so nobody can see them except us.
We wish you all the best and hope you have a wonderful day ahead.
Kind Regards,
Marko Davidovic [email protected]
Rate my support
Try our FREE mapping plugin! MapSVG - easy Google maps, interactive SVG maps, floor plans, choropleth maps, and much more - https://wordpress.org/plugins/mapsvg-lite-interactive-vector-maps/
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Powerful Filters | Gravity Forms Integration for wpDataTables | Formidable Forms Integration for wpDataTables | Master-Detail Tables
Thank you for your response. I appreciate your effort to help, but I think there might be some misunderstanding about the issues we're facing. Let me clarify:
1. Package Visibility in Finance Dashboard:
The problem is not about packages not showing up in the client portal. The issue is specifically in the finance dashboard, where only the full arm package is reflected, while the underarm package is missing. This is happening for the same client who purchased both packages on the same day. It's not a matter of conflicting roles, as the client has only one role (amelia customer). The time range isn't the issue either, as both packages were purchased simultaneously.
Question: Why is the finance dashboard not showing all purchased packages for a client, even when they were bought on the same day?
Is there a way to troubleshoot why certain packages aren't appearing in the finance dashboard despite being purchased?
2. Paid Status and Stripe:
We're not having issues with packages set to 0 price. Our concern is about the paid status of packages that have been paid for through Stripe. We understand that Stripe payments don't automatically approve bookings if we've set the default status to pending. However, our question is specifically about the paid status, not the approval status.
Clarification needed: When a client pays through Stripe, shouldn't the status change to 'paid' in Amelia, even if the booking remains 'pending' for approval? We're not seeing any cases where Stripe shows one amount and Amelia shows 0. Our issue is about the status not reflecting the payment.
Can you explain the expected behavior for paid status updates when using Stripe, particularly for non-zero priced packages?
3. Admin Access:
I understand the value of you being able to look at our site directly. I will arrange for a temporary admin account and will let you know as soon as it's ready. This should help you investigate the issues more effectively.
I apologize if there was any confusion in my previous messages. I hope this clarification helps in addressing our specific concerns. I'll follow up shortly with the temporary admin credentials once they're set up.
Thank you for your continued support.
Hello again,
When you have several questions or issues please open a new ticket, and we will help you there. In that way, issues and questions that are related to different subjects will be in separate tickets so other customers or our support agents can find them easily.
Our policy is to have one issue or question per ticket because of the reasons that are described already.
Thank you for understanding.
1. Package Visibility in Finance Dashboard: The problem is not about packages not showing up in the client portal. The issue is specifically in the finance dashboard, where only the full arm package is reflected, while the underarm package is missing. This is happening for the same client who purchased both packages on the same day. It's not a matter of conflicting roles, as the client has only one role (amelia customer). The time range isn't the issue either, as both packages were purchased simultaneously.
Question: Why is the finance dashboard not showing all purchased packages for a client, even when they were bought on the same day?
Is there a way to troubleshoot why certain packages aren't appearing in the finance dashboard despite being purchased? - There is no known reason for this so we would need to invetigate this live
2. Paid Status and Stripe: We're not having issues with packages set to 0 price. Our concern is about the paid status of packages that have been paid for through Stripe. We understand that Stripe payments don't automatically approve bookings if we've set the default status to pending. However, our question is specifically about the paid status, not the approval status.
Clarification needed: When a client pays through Stripe, shouldn't the status change to 'paid' in Amelia, even if the booking remains 'pending' for approval? We're not seeing any cases where Stripe shows one amount and Amelia shows 0. Our issue is about the status not reflecting the payment.
Can you explain the expected behavior for paid status updates when using Stripe, particularly for non-zero priced packages? - Not sure what you are asking exactly but we will explain how Amelia works
If the price is 0 then payment step is skipped and then the status is paid since the price is 0
If they pay the full amount via Stripe then the status is paid also
When they pay on site this is in-person then this is set to pending in finance section since payment is pending and they still need to pay for this package
So pending or paid in finance section is not related to approved or pending statuses for appointments this is to show you who paid for appointment
So
1. 0 price they do not owe money
2. On site they do owe money and it is pending since they still need to pay
3. Paid via Stripe whole amount they get status paid since they paid it online upfront
3. Admin Access: I understand the value of you being able to look at our site directly. I will arrange for a temporary admin account and will let you know as soon as it's ready. This should help you investigate the issues more effectively.
I apologize if there was any confusion in my previous messages. I hope this clarification helps in addressing our specific concerns. I'll follow up shortly with the temporary admin credentials once they're set up. - Please keep things and issues separate since this ticket is quite large and confusing already.
So if you need to respond to any of the first 2 question please copy paste question and response to a new ticket.
For third question when you send us credentials please send us exact issue and couple of screenshots or a short one minute video of the issue and we will gladly check this out.
We wish you all the best and hope you have a wonderful day ahead.
Kind Regards,
Marko Davidovic [email protected]
Rate my support
Try our FREE mapping plugin! MapSVG - easy Google maps, interactive SVG maps, floor plans, choropleth maps, and much more - https://wordpress.org/plugins/mapsvg-lite-interactive-vector-maps/
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Hello again,
We will take a look at this now and we will reach out to you again on this ticket as soon as we have more information.
Kind Regards,
Marko Davidovic [email protected]
Rate my support
Try our FREE mapping plugin! MapSVG - easy Google maps, interactive SVG maps, floor plans, choropleth maps, and much more - https://wordpress.org/plugins/mapsvg-lite-interactive-vector-maps/
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Hello again,
We could not test or check anything on your site due to this error
Your site and pages are unresponsive we tried more then a few times and on few devices we could not do anything on your site. So you must resolve these issues on your site first.
We also tried to replicate this issue in local and in dev environment and we could not.
Looking forward to your reply.
Kind Regards,
Marko Davidovic [email protected]
Rate my support
Try our FREE mapping plugin! MapSVG - easy Google maps, interactive SVG maps, floor plans, choropleth maps, and much more - https://wordpress.org/plugins/mapsvg-lite-interactive-vector-maps/
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Hello,
Thank you for your response.
The issue you encountered seems to be caused by a bug in your plugin when using Chrome. This affects access to pages involving Amelia plugins. I suggest trying Firefox or Safari, where the pages load correctly.
However, this Chrome-specific issue should be looked into and resolved on your end, as it may impact other users as well.
Looking forward to your feedback.
Hello again,
We will check this but we do not have issues with other users and we all are using Chrome and Amelia on our devices and there is not issue so we still think that this is and issue with your site not with Amelia.
We will take a look at original issue now and we will reach out to you again on this ticket as soon as we have more information.
Kind Regards,
Marko Davidovic [email protected]
Rate my support
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Hello,
Thank you for your patience.
I just wanted to let you know that we are looking into this and will let you know as soon as possible.
Kind Regards,
Uros Jovanovic
[email protected]
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Hello,
Thank you for your patience.
Please update the plugin to the 7.8 version, and then keep an eye on this and let me know if the same issue reoccurs.
Looking forward to your reply.
Kind Regards,
Uros Jovanovic
[email protected]
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Hello Uros,
Thank you for the update.
I will update the plugin to version 7.8. I will keep you informed if it reoccurs.
Thanks again for your support.
Hello,
Glad to be able to assist you.
Please let me know if you have any other questions.
Kind Regards,
Uros Jovanovic
[email protected]
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