Also, if there is any step that I have missed out on apart from those outlined in my message above, please let me know so that I can try it out as well. Thanks.

Hi Mike – This is clearly not acceptable. Your team has not responded to my ticket since Friday (even accounting for the weekend in between), and now you have closed the ticket without resolving the issue. I did email you on this ticket yesterday night and you said, you didn’t provide email support, which is fine and I understood that perfectly. Even if your team was not able to figure out the answer yet, your team could have got in touch with me about any steps that I might have missed out on, or some setting changes which might have helped, but just not reverting to your customer within prescribed turnaround time is not the right way to go (especially when I have paid for 1 year of tech support and you mention a turnaround time within same day, or max. 24-48 hours with the product). I posted on the support forum because even today morning, I had no clue about whether your team was looking into the issue, and whether there was any progress or not. I thought posting in Support forums may help, if your team or any other customer of UMSwitcher who has faced this issue earlier might suggest a solution. Support Forums is where we try & help out each other.

In my presales query on your product page on envato, I had enquired about a few basic points, and after receiving your favorable response, I had decided to go ahead with the product and 1 year support purchase based on good faith & trust.

If you look at my query again, you will find that I am a very reasonable person in the way I deal with any issues (being a software engineer myself though in a different platform). I have highlighted every single step that I followed in setting up and configuring UMSwitcher plugin as highlighted in your manual (I also mentioned that I haven’t set up a separate cron job yet), tried enabling and disabling all plugins one by one including UM, UMSwitcher, WC, PayUMoney. I contacted my payment gateway tech support team as well as WooCommerce team separately first, and explained my issue to them. They guided me through the entire troubleshooting part on their end, and were able to show me how WooCommerce and PayUMoney were working perfectly together, for redirecting to the payment gateway. After a lot of time spent testing things on my end first, I was able to figure out that all plugins were working well with UMSwitcher deactivated, but just activating UMSwitcher created one issue of not redirecting to the payment gateway upon checkout. Its not to say that your plugin is bad or not functional, its just that may be you could help and guide me in what and where things might be getting stuck, or at least, work with me a litte bit to figure out the configuration issue (as it may be something minor).

And on top of that, the email from your team member is asking me to give a positive rating and review on your product on the code canyon website. I have a lot of patience usually and I don’t ever write negative reviews about any product (because every good plugin takes effort to create and maintain). You can check that on my wordpress.org account – I have only given positive reviews every single time, but your delayed and mismanaged response is just testing my limits of patience a little too far. I am in the software field too, and trust me, every customer is important, it just requires a little more sensitivity.

I would still like to believe that it is just a misunderstanding (may be, I am a bit stressed due to the critical deadline on my project which resulted in me being a little restless, and may be, you have too many support requests/work to handle within the last few days, which led to the delayed/mismanaged response).

I am still hopeful that your product will work for my requirements/needs, and am open to trying any and all suggestions your team might come up with for debugging/ error correction, as long as they are within reasonable limits.

I would hereby request that your team could reopen my ticket, and keep the lines of communication open, and just make a sincere effort to identify the problem, and then resolve it on their end or point me in the right direction.

Hoping for a better response this time (communciation is very important).

Best,
Ambuj

Helen – It seems we have gotten off on the wrong foot here. Let us take a step back here. I have nothing personal against your team and plugin. Can we just take a step back here and deal with it in a better non-confrontational way? My reason for posting on support forum was simply to ask help from fellow clients on the forum just like we do in wordpress forums (if you read the first para of the query carefully, you will know) the intention was to seek help, not put blame, but still if my posting on multiple forums has inadverdently caused inconvenience to your team, my sincere apologies. Now, you have mentioned it, I would like to keep this communication limited to one area, ticket or support forum, whatever you think best. Let me know which one and I will stick to it going forward. My aim is to use and benefit from your plugin, not malign it.

As for another client of yours facing issue with Hubtel payment gateway, I am talking to my payment gateway to see if there is something wrong at their end, and will update you accordingly. I am also doing further testing at my end to see/check where the issue exactly lies (I really still think its just a minor configuration setting somewhere which is causing this glitch). Also, request you to keep this ticket open, until we find a satisfactory resolution. Thanks.

Hi – As a follow up, I have been talking to my payment gateway provider, PayUMoney, but they have not been able to figure out the issue yet. You mentioned that one of your clients faced this issue with Hubtel Payment gateway, and it was resolved once the Payment gateway developer made some updates in their plugin.

Is it mentioned somewhere in your client’s response what kind of updates were made to their payment gateway (I couldn’t locate his support thread, may be, it was a ticket), or if not, is it possible for you to check with that client whether he has any clue about the updates made. In that case, I can share the same with my payment gateway developers to point them in the correct direction. Of course, it depends upon your confidentiality policy, and also client’s discretion to respond. But if the client is willing to share something, it might help my cause. Thanks.

Hi – I have been trying different alternatives to make things work here. To figure out the underlying issue, I deactivated PayUMoney and tried another popular Indian Payment Gateway plugin, named “RazorPay for WooCommerce” to try and work along with UMSwitcher.

However, when the ‘Place Order’ button is clicked on the Checkout page, again the same message comes up on my website, ‘This order’s status is “Pending payment”—it cannot be paid for. Please contact us if you need assistance.’

But if UMSwitcher is deactivated, the WooCommerce checkout page is able to redirect to the Razorpay Payment Gateway correctly.

Would it be possible for someone from your development/support team to look at this issue either by installing RazorPay payment gateway plugin at your test website, or looking at my website through teamviewer or temp admin credentials.

I am really running out of options here, and could do with some help. Thanks.

Best,
Ambuj

Hi Mike – The official RazorPay plugin is the “Razorpay for WordPress” by “Team RazorPay” with over 1000+ active subscriptions, which is also linked on the official razorpay.com website (the first one on the top left of your screenshot). Yes, it is tested up to WP 4.8.3, but I have checked with their tech support team and they say it is working fine for all their existing customers in WP 4.9 also. Even on my website, it is working fine with WooCommerce standalone for redirection and payment. As suggested by you, I will share the admin credentials with your support team via a ticket, and may be, if your developer has a look at it on Monday with and without UMSwitcher activated, he may be able to figure out the issue here, or guide me in the right direction.That would be very helpful. Sometimes, the most irritating issues have a very simple solution, and I really believe that just might be the case here, but only the plugin developer team can identify that. Thanks.

Best regards,
Ambuj Garg

Ok Mike. I will continue looking for alternative solutions, and I will also continue working with my payment gateway developer teams (PayUMoney and RazorPay) to identify the reason for conflict, and also consult external developer/tech guys as needed to figure out the cause of this glitch. Please don’t get irritated due to this. I will try not to trouble you with this specific setup issue any more, if it helps.

I do understand that your developer time is valuable and I respect that being a software engineer myself. I do not have very high degree of technical knowledge of this platform, and there are 4 plugins here (1- UM, 2- UMSwitcher, 3- WC, 4- Payment Gateway) which I am trying to make work with each other. I understand your point that Plugins 1,2, and 3 are working fine together and with other payment gateways. Plugin 4 developers also have a similar valid point that Plugin 3 and 4 are working fine together. Plugin 1 and 3 are of course standalone plugins and working fine independently, and I have checked with their developers also, and they guided me back to Plugin 2 and 4 support team (your and the payment gateway team) as they seem to have some configuration issue/setting conflict with each other. I have been trying various permutations and combinations possible, and testing each plugin separately at my end with all possible steps prescribed in each manual and FAQs for UM, UMSwitcher, WC, and Payment Gateways. I have also tried to contact Hubtel Plugin Developer through WordPress forums to figure out the update needed, but without success. You can also see my communication on the WordPress.org with Woocommerce team:

https://wordpress.org/support/topic/this-orders-status-is-pending-payment-it-cannot-be-paid-for/#post-9693244

I am constantly trying to get a sense of the underlying cause through every means possible, and hoping that somehow I can figure out the right direction with some support from different teams. I understand your constraints, but if you will put yourself in my shoes for a second, you will probably get to appreciate my point of view also.

Lastly, if and when your team happens to figure out any possible cause of this conflict (even if it is likely an issue with my payment gateway and not at your plugin’s end as you said), please update on this support thread. Similarly, as and when I figure out the issue and resolution, I will update it here. It might help potential users of UM-Switcher, who might face this configuration issue in future,and will save their & your time and efforts next time around. Thanks.

Have a nice weekend, and keep up the good work on the plugin. Cheers.

Best regards,
Ambuj Garg