sharina_40619 | Stripe Developers | Page 1

dusky sirenBOT Jan 9, 2024, 10:39 PM

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woven crown Jan 9, 2024, 10:39 PM

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@tawny hare let's chat here

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Are you a developer yourself?

tawny hare Jan 9, 2024, 10:39 PM

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Hi Thank you for helping me

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No I am not. I am one of the Support person at Electrum Charging Solutions

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Would you be able to help us figure out the issue why customers are getting charged multiple times in their bank account?

woven crown Jan 9, 2024, 10:45 PM

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This channel is exclusively for developers looking for help while building/troubleshooting their Stripe integrations. Since it's a public channel, I can't discuss account-specific charges or personal details.

tawny hare Jan 9, 2024, 10:45 PM

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I understand that

woven crown Jan 9, 2024, 10:45 PM

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I can try to point you in the right direction but, ultimately, our support team will be able to assist. You can contact them at: https://support.stripe.com/contact/

tawny hare Jan 9, 2024, 10:45 PM

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does it have to do with the payment intents?

woven crown Jan 9, 2024, 10:49 PM

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Not sure I follow the question. PaymentIntents are used to track the state of a particular payment. If you see multiple PaymentIntents for a given customer, each of those represents a separate intent to charge them. Stripe doesn't create PaymentIntents automatically; these would be created by some other action (some custom code, a third party integration, for example)

tawny hare Jan 9, 2024, 10:50 PM

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I see

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I dont know if you can provide me more information but apparently whenever customer taps their fob into the charger it is not working, but they are getting multiple charges in their bank account and getting negative balance in their electrum cloud account

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i dont know if its our software glitch or stripe issue

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is it an API issue what do you think?

woven crown Jan 9, 2024, 10:55 PM

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I recommend checking in with your team internally to discuss with the team who built Electrum's integration with Stripe. They should be able to diagnose why multiple PaymentIntents are being created

tawny hare Jan 9, 2024, 10:55 PM

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that is the problem. They already left the company 😦

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I can't reach out to them anymore

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so im trying to diagnose everything by myself

woven crown Jan 9, 2024, 10:56 PM

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Do you have a PaymentIntent ID or customer ID you could share?

tawny hare Jan 9, 2024, 10:57 PM

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that is the one i used to log in

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the company name is Electrum Chaging

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charging*

woven crown Jan 9, 2024, 10:59 PM

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Please don't share private contact details here. If you have access to a Stripe Dashboard, could you log in, find a customer who has had duplicate charges, and share their ID with me? The ID should be in the format "cus_..."; please don't share their email address or name.

tawny hare Jan 9, 2024, 11:00 PM

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Ohh thank you! I will do that

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i dont see the customer id

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but I can when they were created

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I can see*

woven crown Jan 9, 2024, 11:05 PM

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If you click into the customer, you should see the cus_ ID in the URL

tawny hare Jan 9, 2024, 11:06 PM

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Sorry im in a test mode the whole time

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thats why i cant see them

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cus_NpPoBIP77OcmUE

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we have gave him a $1325 refund in total

woven crown Jan 9, 2024, 11:09 PM

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Thanks. Looking at the charge history, it seems like you're referring to the duplicate charges on 12/30? All I can tell is these were created using some Node code. Only the team or individual who wrote this code will know how it's being triggered

tawny hare Jan 9, 2024, 11:10 PM

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are you saying they did it on purpose?

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this is not a glitch?

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Is there anything I can do to fix it?

woven crown Jan 9, 2024, 11:13 PM

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From what I can see, some Node code created multiple PaymentIntents. I don't know why but we received multiple requests to create these

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Are you aware of any code changes made on/around when you started to see duplicate charge reports from customers?

tawny hare Jan 9, 2024, 11:14 PM

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is there any way you Stripe can prevent this from happening again?

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we are not aware at all until we get tons of phone calls from the customers saying they were charged hundred bucks to a thousand

woven crown Jan 9, 2024, 11:14 PM

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No, this isn't something we control. Code owned/written on the Electrum side is responsible for creating these PaymentIntents

tawny hare Jan 9, 2024, 11:16 PM

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are they doing the node codes in Stripe or in our system?

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do you have an idea?

woven crown Jan 9, 2024, 11:18 PM

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Something in your system is making requests out to the Stripe API using Node.

tawny hare Jan 9, 2024, 11:23 PM

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Thank you for giving me a lot of information

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you helped me a lot

woven crown Jan 9, 2024, 11:24 PM

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Sure thing!

tawny hare Jan 9, 2024, 11:24 PM

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when you say Node, is it a programming language like JAVA?

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external program?

woven crown Jan 9, 2024, 11:25 PM

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Yep, programming language. So there's some custom code written in Node that is creating these PaymentIntents

tawny hare Jan 9, 2024, 11:25 PM

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perfect. Thank you for that information

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I think I am good for now

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you already answered a lot of question

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how can I reach out to you again in the future?

woven crown Jan 9, 2024, 11:28 PM

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If you need help in the future with any refunds or other account-specific issues, the best place to go is our support page: https://support.stripe.com/contact/

If you are able to identify the new owner of the Node code/of your team's Stripe integration and they have questions, you can direct them to this Discord channel

dusky sirenBOT Jan 9, 2024, 11:30 PM

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tawny hare Jan 9, 2024, 11:33 PM

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So what will happen if we change our IT team? Is it better to replace the system we are using?

stoic horizon Jan 9, 2024, 11:46 PM

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Hello! I'm taking over and catching up...

#sharina_40619