On April 15, 2015 a new server was created for Monk Donate and Monk Checkout in order to meet new PCI compliance standards. While the new server was being configured, it erroneously began running subscription payments alongside the current server.
This situation continued for 13 days while final preparations for the server migration were made. Unfortunately no information was found on our end to indicate a problem, and no support cases were received, although some donors noted that their payments had failed. As a result, some users saw some subscription payments charged twice, or saw an error stating, "A duplicate transaction has been submitted" inside the "Subscription Payment History" screen in Monk Checkout.
After receiving support cases noting the issue on April 28, we quickly disabled both the Monk Donate and Monk Checkout systems while the subscriptions database was reconfigured. After several days of rigorous testing, we were confident that payments could run smoothly, and both systems were up again on Tuesday, May 5. As a result, all subscription payments that were halted during April 28 - May 4 were all run on Tuesday May 5.
In short, there are two takeaways we wish to highlight:
1) ISSUING REFUNDS
During the week of April 27 - May 1, the administrators of all Monk Donate accounts that contained a user that was double-charged were sent an email including instructions for refunding the end user for the duplicate transaction. If you are a Monk Donate administrator and have any questions about these transactions, please contact us at support@monkdevelopment.com or by calling (877) 452-0015 x2.
2) CATCH-UP TRANSACTIONS
Though many recurring subscription payments were run on May 5 to make up for the resulting downtime, donors will continue to have their future transactions run on the day that they originally chose.
Again, if you have any questions or concerns please contact us at support@monkdevelopment.com or by calling (877) 452-0015 x2.
Thanks very much!