#juls1083

1 messages · Page 1 of 1 (latest)

still joltBOT
glacial quest
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👋 looking

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What I believe happened here was

1/ Subscription was created with collection_method: charge_automatically
2/ Customer that was passed in had a default payment method
3/ Once the invoice finalized, we attempted to charge the payment method
4/ Issuer asked for 3DS, hence the first payment attempt failed and PaymentIntent moved to requires_action
5/ Since the first invoice payment attempt failed, the subscription moved to canceled state

round trail
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Looking at the logs, it doesn't seem like 4/ happened. Usually, a new log entry appears saying "requires you to take action in order to complete the payment". It happened 3 days later

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And, in case it happened as you say, shouldn't 5/ happen AFTER the 3DS challenge?

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Does it have something to do with Indian RBI? The fact that the 3DS challenge didn't happen after some days

glacial quest
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hmm could be, not sure

let me ask a colleague

tribal edge
round trail
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yes

tribal edge
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Not immediately sure what the initial payment failure was but am figuring that out.

tribal edge
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Hey, just letting you know we are still looking in to this. We are making progress on identifying the initial error but it will take some deeper digging

round trail
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Thank you very much. I'll stay tuned

tribal edge
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@round trail Do you know if you have seen this issue for other customers or just this one?

round trail
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First time we detect it. But we always had problems with Indian RBI in the past, so it's really the first time trying to investigate it and fix it

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We recently moved to Payment Method API and deprecated sources

tribal edge
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Gotcha. Yeah RBI can be tricky unfortunately. Can you write in to our support team about this? It is looking like this is a bug that we will need to dive deeper to fix. As far as we can tell it may be tied to this specific customer or mandate though we'll need to look further to fully tell

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https://support.stripe.com/?contact=true

Stripe: Help & Support

Find help and support for Stripe. Our support site provides answers on all types of situations, including account information, charges and refunds, and subscriptions information. Get your questions answered and find international support for Stripe.

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And if you can send me your email address after submitting your question, I can add context from what we found and make sure it gets routed properly

round trail
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ok, I'll add contact emails on the support ticket. I'll mention you and this thread as well

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Is there any workaround we could do in order to prevent the invoices to be charged in this situation?

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I contacted the support team via email, but got no ticket number 🤔

tribal edge
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If you email me your address I should be able to pick it up

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And apologies, have not immediatley been able to find info on a workaround. Basically you are looking for a way for the subscription itself to not be automatically cancelled on this first payment failure so that they user can manually retry later?

round trail
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yes, we have a setting that cancels the subscription after all failed payment retries have finished, but in case of indian customers, no retries are allowed, due to banking regulations

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so it gets cancelled after the first attempt

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We're thinking of intercepting cancels for IN cards, check if it's due a failed payment, and then reactivating them again

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Another option would be for the invoice not to be charged in this case

tribal edge
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Unfortunatley I am not finding info on this at the moment. I think I will need to look deeper in to that as well and get back to you through the emial

round trail
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do I give you the email here?

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Thank you very much for your time. I'll be looking forward for an answer 🙇‍♂️

tribal edge
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That works, thanks for the emails. Will find your message and get back to you with what I can fidn