#ashtray-wasp_unexpected

1 messages · Page 1 of 1 (latest)

plush streamBOT
#

👋 Welcome to your new thread!

⏲️ We'll be here soon! We typically respond in a few minutes, but in some cases we might need a bit more time (e.g., server's busy, you've got a complex question, etc.).

⏱️ We close idle threads, which makes them read-only. Once a thread is closed it won't be reopened, but you can start a new thread if you have another question.

🔗 This thread will always be available, even after it's closed. You can find it again using Discord's search, or you can save this link: https://discord.com/channels/841573134531821608/1247220993055916033

📝 Have more to share? Add details, code, screenshots, videos, etc. below.

brittle panther
#

HI 👋

Do you have any example Invoices I can look at?

stark scaffold
#

Yes, this one, for example: in_1PMGDo2GOJZ85wYsEGeOe1Bs

brittle panther
stark scaffold
#

What's the reason of the failure?

brittle panther
#

Unfortunately the update to pay the Invoice via the Dashboard made it a bit more difficult to find the failing charge since we now display the successful charge that came after it.

#

Digging a little more

#

Ah, okay. I am seeing an error that is stating that no mandate was provided with this payment method

stark scaffold
#

How do we fix it? We have a lot of customers like that

brittle panther
#

How are you collecting the ACH payment method?

stark scaffold
#

I'm using the stripe.js payment element that creates a setup intent. We also have customers migrated from other Stripe accounts along with their payment methods. Not sure if this affects the ones that were not migrated, it definetely affects those migrated. Could it be related with the migration somehow?

brittle panther
#

For the customer for this specific Invoice, I am seeing only a Bank token, not a Payment Method.

#

This could be due to a migration. Essentially the mandate is our digital representation of the agreement you got from your customer to be charged by you without their direct interaction. We don't have that for the related bank account token so when we attempt to pay the ivnoice with this bank token, the bank rejects it because we cannot say you got that agreement.

stark scaffold
#

So there's no way to fix it without customers' action, am I correct? Is the only option to ask clients to enter new payment method and make sure mandate is set?

#

Also, a question about the migration (Stripe-to-Stripe copy): why does Stripe copy bank account payment methods if they can't be used on the receiving end?

brittle panther
#

I cannot speak to how the payment methods were migrated unfortunately. The creation request is outside our retention window (occurred 160 weeks ago).

#

But we regularly do migrate payment methods that can still be used off-session, if they were specifically configured for that usage

stark scaffold
#

Okay, thanks for your help, appreciate it! Is there any way we can proceed further to figure it out with Stripe to help us?

brittle panther
#

Yes I do recommend you write in to Support here: https://support.stripe.com/contact

It can be difficult to get to the right team initially so I strongly recommend you be very crisp and clear in your initial message. State that you are seeing payment failures for invoices due to missing mandates for bank account that Stripe migrated. Request assistance on how to get those mandates in place.

stark scaffold
#

Will do. Thank you for your help

stark scaffold
#

Also one last thing, sorry: even though I manually did a "Retry charge" on these customers, and they now say "pending", are they still going to fail because they don't have the mandate?

brittle panther
#

Unfortunately I cannot say that with specificity. For the creation date, I suspect that is the orignal date the bank details were collected.