#xxxxxxxxxxxx_webhooks

1 messages · Page 1 of 1 (latest)

fringe flintBOT
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sharp tendon
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Here is the screenshot. The payment succeeded later (SEPA) but when he launched the payment, it first made a "failed payment"

image.png
opaque axle
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Could you please share the PaymentIntent ID pi_xxx?

sharp tendon
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Okay I will try to find it

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(I didn't take the screen it was one of my collegue)

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pi_3QQOAGHBSdnTEMdF0JoR1knN

opaque axle
sharp tendon
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And why the sub is canceled then

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We have an issue because when the payment with sepa is said as "failed" in first case, the payment is "pending" and sub is canceled at this time

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So when the payment succeeded later, sub is still canceled

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User is paying for a sub that doesn't exist anymore

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And our support needs to manually recreate his sub

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Another example pi_3QQPU1HBSdnTEMdF134dI2ay

opaque axle
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I am trying to understand why the Subscription was cancelled.

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I think if the PaymentMethod was updated earlier the Subscription wouldn't be have been cancelled.

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Seems like it's cancelled because of the failed payment and the PaymentMethod wasn't updated in time.

sharp tendon
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Okay so what you are saying is that the first payment was made with a SEPA and this one failed. After that, we, somehow, tried to pay again with another payment method but since the first one failed, subscription was already deleted so user paid a non existing subscription ?

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i am not the developer that added it but it seems like churnkey is trying to make the user pay because of the first fail, do you think churnkey may be involved in this use case ? Have you ever heard of something similar ?

opaque axle
opaque axle
sharp tendon
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churnkey is a tool we are using

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to automate retention but as we can see, it is this app that made the second payment

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a few days later

opaque axle
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I don't know how it works but it sounds like it might be involved. I would suggest reaching out to them and making sure they don't act on cancelled Subscriptions.

sharp tendon
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can you check the second example ?

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To be sure it is the same case

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pi_3QQPU1HBSdnTEMdF134dI2ay

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It seems weird because the customer has two payment method but they seems to be the same SEPA number

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Maybe the same scenario happened but the second time we used the SEPA it worked (even if it was the same SEPA) ?

opaque axle
sharp tendon
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okay so to be clear about what happened :

  • Customer tried to pay with SEPA
  • Payment failed
  • Subscription deleted because of the payment failed
  • A bunch of days later, Churnkey tried to pay with another payment method
  • Payment succeeded but subscription isn't existing anymore
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Did I understand correctly?

opaque axle
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bunch of days later
The payment attempt happened more like a few hours later. However, since SEPA takes a few days to succeed, the payment was completed later.

sharp tendon
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I get it

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thanks for your time 🙂

opaque axle
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Happy to help.