Canadaka-subscription- | Stripe Developers | Page 1

lethal hazel Aug 3, 2022, 6:34 PM

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Do you have an example Subscription ID?

red nebula Aug 3, 2022, 6:35 PM

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sub_1LSXcBKnvFpYRdXZUHcB8yYH

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The product is prod_M5ti8mXZDrmsW2

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I also enabled the 'Cancellation Reason' on our customer portal settings. But in the last 12 hours all the cancellation_reason in the event data has been null

brave kelp Aug 3, 2022, 6:49 PM

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Hey, just as a heads up two-shoes had to step out but I am catching up and looking in to this.

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Do you also have the ID of a subscription that hasn't been cancelled for comparison? I feel like I should be able to find this from the one that was cancelled but that still may help

red nebula Aug 3, 2022, 6:51 PM

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sub_1LSlvAKnvFpYRdXZWJHMUESK

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that one hasn't cancelled on the same problem product

brave kelp Aug 3, 2022, 6:53 PM

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Thank you. For the cancelled sub I actually do see an API request in your account logs. https://dashboard.stripe.com/logs/req_X0SA9K2W34Lgif

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It uses the same php version and comes from the same IP as other calls of yours, so I am wondering if it is possible that some code on your server is mistakenly marking these to be cancelled maybe based on a webhook event or something

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Have you checked for places in your code that might call $stripe->subscriptions->cancel?

red nebula Aug 3, 2022, 6:58 PM

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Weird. I'm pretty sure we don't cance; subs anywhere in the code, we link to the Customer Portal for that.

This new product uses the exact same code as the product that is working fine too.

But that is why its cancalled? there is a DELETE request coming in?

I will look through the code now

brave kelp Aug 3, 2022, 7:00 PM

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Yes, the delete request is why it is being cancelled. I will look through your logs to see if I can glean any more useful info

red nebula Aug 3, 2022, 7:03 PM

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I think I found where this is might be happening! Adding some logging to confirm. Thanks so much for pointing my in the right direction.

brave kelp Aug 3, 2022, 7:04 PM

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Nice! Hope that is it

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I just cancelled my own test subscription via the portal and that looks different in our logs. It is sounding more and more like you found the right thing but let me know if you need any more help

red nebula Aug 3, 2022, 7:06 PM

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One small question, the "Cancellation Reason" when enabled in the customer portal. Is there a dashboard to view responses? Or we are responsible to collect that data from the event data ourselves?

brave kelp Aug 3, 2022, 7:17 PM

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Good question, I am not as familiar with the dashboard but am checking in to if there is a page for that

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Unfortunately I am not seeing a way to get an overview of this in our dashboard. If you reach out to our support team, they may know if there is a Dashboard page. Otherwise, yes, you will probably have to count/tabulate this yourself for the time being

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