leakskii

[warm salmon]

Hello do you have example IDs of these duplicate charges? Stripe doesn't initiate second charges like that, so typically it is an issue with integration code asking Stripe to make multiple payment intents or charges

[dire shore]

This is what's happening to some subscribers

So this one for example is a weekly subscriber. Got charged for his weekly subscription at 2 am, and again later in the day at 6 pm

[warm salmon]

Can you send me the IDs of those payments? I can check in to IDs, but that screenshot does not tell me much about why the payments happened

[dire shore]

pm_1OdN4xIxwYRis3qJ97SYwkCI

pm_1Oe4cFIxwYRis3qJaOyjEeI7 - here's another example. customer got charged 3 times in the same week

[warm salmon]

Those are payment method IDs, as in the card that got charged. A payment intent ID would start with pi_123, do you have those IDs on hand?

[dire shore]

Would payment intend ID's be listed on the dashboard somewhere?

[warm salmon]

Also quick question, where in our UI does that PM Id show up where it looks like a payment ID? This confusion happens a lot and I suspect our UI is the issue

If they aren't showing, you can click on the payment and its page's URL will have the pi_ ID

[dire shore]

pi_3OlhaJIxwYRis3qJ0hxiCoN0

[dire shore]

Shows up under payment details.

pi_3Ol02LIxwYRis3qJ1JfQ1Ck4 another example of the issue

[dire shore]

pi_3OnXMyIxwYRis3qJ1eSLgkss these 2 are connected with the double charge

[warm salmon]

Thank you, will check in to these in a minute and get back to you with what I can find

I am going to consult my colleagues on this, I am seeing the separate creation requests from these intents but am not fully sure where they came from

[dire shore]

Thanks, need it fixed asap if possible

[pearl jetty]

This is a pretty common occurance, no?

[warm salmon]

Apologies for the delay. It actually looks like pi_3OlhaJIxwYRis3qJ0hxiCoN0 and pi_3OnXMyIxwYRis3qJ1eSLgkss came from two separate cycles of the subscription. One of them was created for an invoice on the 18th, the initial payment failed but our automatic retry succeeded on the 25th. The other payment was from an invoice that got created and succeeded on the 25th as well

[dire shore]

So this was the users fault at hand? Because there's a bunch of people that keep saying they got double charged

The connection I'm seeing between these double charge complaints is a failed payment is getting recharged twice, correct me if I'm wrong though

[warm salmon]

From looking at these charges, that looks like what the issue may be. I see that your settings are set to retry payments for up to a month, so this may be unfortunate coincidences that the retry happens around when the next cycle happens

Since it is a weekly subscription, your retries could feasible happen multiple cycles after the failed payment, but that context isn't really on a bank statement. So I can see how that would be confusing and look like a double charge

[dire shore]

Hmm. So only way to really stop this would to turn off the retry settings?

[warm salmon]

You can also shorten the retry period. Our shortest period for that setting is a week, so that could definitely work with your weekly subscriptions

[dire shore]

previously the setting was on a smart retry policy. which of these do you recommend setting for the week setting?

Oh nevermind I see it now.

[warm salmon]

Ah, yeah I was basing that off of smar retries. I don't have any particular reccommendations for setting your own schedule, you can set whatever custom retry policy makes sense to you here.