#shybes-checkout-abandonment
green dust
icy glen
Hi 👋
Can you provide more details of how your integration creates Checkout Sessions?
unborn sun
We use the API to create our sessions.
But all the sessions were created fine, it seems that we had a wild change in incomplete/canceled/timed out sessions
Would you happen to have access to any advanced analytics that could show a bit about our checkout sessions?
icy glen
What triggers session creation? How many steps does a user have to go through?
Would you happen to have access to any advanced analytics that could show a bit about our checkout sessions?
Not really, I would just be looking at the same logs you see in your account
icy glen
Starting from a user visiting whatever interface you provide, what happens?
unborn sun
Within our product, the user journey is as follows :
A logged in user is engaging with our product's free features.
Said user then tries to access a premium feature, recieves a popup indicating that they need to pay in order to use this feature.
If user clicks "Continue to Checkout", a stripe checkout session is created.
I've checked your downdetector channels and it seems like there was no issue with uptime as well.
I'm not particularly saying stripe caused this issue, but, I would like to make sure I can rule it out.
Otherwise, I need to find out what department needs the hammer thrown at them to figure this out
Its the first time in over 2 months we didnt receive a single subscription
icy glen
Do you have a couple Checkout Session IDs I can review? They would start with cs_
unborn sun
cs_live_a1V5KSIdk5QEbBroCR8hFt6WcQVZSsOScXsWW3WXosIr9X7iMpida4GTM5
cs_live_a1tz9pOHu6AYWauBu3662PeddldDqzacjOsXnL3PlpVHt96vDjw8wgBpnJ
cs_live_a1qwl71RcwSdECzQjQJ1CEnjiNag63oBU7TYuvADCnsMy4WKpy1dOoLls0
cs_live_a1YZepkO0ysIE6KpKcgYnURK9bpwY8BB7ST33UMuir8TH7hOZILdpSdFNm
There's 4
icy glen
Thanks, taking a look.
Okay I'm seeing a mix of Checkout sessions that were just abandoned (no interaction) and a few where the charges were declined.
unborn sun
interesting....
On our dashboard, we have no checkout session declined
like our dashboard says NOTHING about any declined cards yesterday
icy glen
This is the event for the decline. It occurred 2 days ago: https://dashboard.stripe.com/events/evt_1OmLvDGPm0Cf1OFAmKheddcb
unborn sun
Yeah, that's what I'm saying, we have nothing in our dashboard about payment_failed
Are you saying there were some yesterday?
The only one I see was on Feb 21
then prior to that, it would be Feb 16th
icy glen
No that isn't what I was saying. THe other three were all abandoned
unborn sun
Which id was declined?
or sorry, payment_failed
Of the 4 checkout session IDs I sent to you, they all show up in my dashboard as checkout.session.expired
icy glen
That is because that is the only terminal state for the Checkout Session. Checkout Sessions are never declined in themselves. But the charge that was attempted through the Checkout Session was declined.
unborn sun
Can you tell me which one that was?
Oh sorry hold on im blind
its the one you linked
Particularly, i'm looking to triage what happened yesterday (2/22)
If its not on stripes end, thats fine. I'd just like to make sure
icy glen
I don't see anything on my end either. Just three sessions that were created but never completed
unborn sun
Three?
icy glen
You shared 4
unborn sun
ah yes
icy glen
None of them had any sort of payment attempted
unborn sun
So you can say with confidence that you believe we can rule stripe out as the issue
?
icy glen
I see no evidence to point to any systemic problem
unborn sun
Okay. Thanks so much for your help. I guess I'll have to poke my nose around somewhere else. I appreciate the help!
icy glen
Sure thing! Happy to do it. SInce these are Checkout Sessions and you know who your customers are, you could always send out a feedback request to ask why they didn't complete the checkout. I know I get emails like that from time to time.
unborn sun
How do we go about doing that?
oh
i see
nevermind
derp
Yeah let me talk to my team about that
icy glen
No problem!