#alexb_api
cobalt mortarBOT
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gusty oracle
Hello, can you tell me more about what you are trying to figure out? That payment intent was confirmed just fine by your integration, the decline came from the issuing bank
chilly cloud
I asked Stripe about this, and they said thats not what happened
Upon investigating, what needs to be done is to add Payment Intent to make sure that the payments will go through.
To give more context, payments involving asynchronous processes can be complex to manage. For example, a user might be required to confirm a payment using 3D Secure.
Asynchronous payment flows are hard to manage because they depend on customer interactions that happen outside of your application. PaymentIntents and SetupIntents simplify management by tracking the status of the flow in a state machine.
Here is a detailed document on how you can add Payment Intents to your Stripe account:
https://docs.stripe.com/api/payment_intents
Once you have successfully added payment Intents, you may ask your customer to retry the payment/charge.
By correctly managing the payment intents, your customers will be able to successfully process payments. Please let us know if you need further assistance - I am just an email away.
So given its an integration problem, I wanted to get assistance.
I thought that Stripe Elements would handle this, but apparently not?
gusty oracle
Sorry for the confusion. That support person's response is incorrect and does not make sense. Your integration is already using payment intent and Elements will handle declines and 3DS properly.
chilly cloud
I guess I don't understand.
gusty oracle
Well, for declines it will return an error message for you to display to your customer. As long as you display that error and let them retry, that should be sufficient
chilly cloud
I asked specifically what the cause of this decline was, and this was the response.
gusty oracle
Can you DM me your email? I will see if we can clarify this confusion for the person who gave that response
The decline did not come from your integration being incorrect. It was declined after the details were submitted correctly
chilly cloud
The reason I reached out was that the customer said they tried repeatedly and that their bank had no record of the declines, and the customer was skeptical we supported Amex
so I was worried we had a problem in our integration
ok thanks for clarifying. How do I know this information from you is accurate?
if I ask someone else will they say somethign different?
(I dm'd you my email)
gusty oracle
I actually was about to apologize for being iniitally mistaken on that. I do see that it wasn't a bank decline but don't think I can specify more on this server. If you talk to our support team again they should be able to say more as that is a private channel.
I do apologize for the confusion, it sounds like that initial support person did not understand what they were talking about. If you talk to support again you should likely get another agent who better understands this kind of decline.
and thank you for the DM,
chilly cloud
That payment intent was confirmed just fine by your integration, the decline came from the issuing bank
so this is also incorrect?
what is going on here? 🙂
what is it I need to do to get some actual help on this issue? emailing stripe support doesn't work
gusty oracle
That was me speaking too quickly. I saw a generic decline, which usually is that, but when looking again I saw that it wasn't. Again unfortunately I can't really speak more to that on this public server but talking to our suppor team should clarify
Talking to support again should help clarify. That one agent getting this wrong does not mean they will all get this wrong
chilly cloud
it seems like we've established the stripe support can't provide helpful information
their answer was 100% incorrect wasn't it?
I have responded to them, but I am skeptical I will get a truthful answer
I think the likely scenario is they send back more misinformation, but we will see
I did dm you if you want to chat privately
That one agent getting this wrong does not mean they will all get this wrong you're more optimistic than me
ok so if stripe support doesn't actually help (again), what do I do?
gusty oracle
Talking to support is the next step here. I cannot help you further unless you have a specific API question. Complaints about innaccurate responses from support agents is also best raised through support
chilly cloud
lol
ok I will try support again. see what they say this time.
if they say again its an integration issue ,can I then get help here?
gusty oracle
Yes, we are happy to help with coding questions.