#pavlina_unexpected

1 messages · Page 1 of 1 (latest)

dense merlinBOT
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paper hatch
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👋 happy to help

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unfortunately we can't do much about insufficient funds errors. the customer needs to contact their banking and follow-up with them

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you can ask them to try with a different card

novel jay
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But what about the question? Am I understanding how Smart Retries work?

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Was the customer supposed and go the payment though the billing portal or it should have been paid if he has enough funds by the Smart Retries?

dense merlinBOT
lusty kite
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👋 Hi there! I'm taking over for my colleague. Let me take a look

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Can you share the Payment Intent that's failing here? i.e. the pi_… value

novel jay
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pi_3Sje0nAZplvGSnJj0uP4V9JN

lusty kite
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Thanks. You are understanding correctly how Smart Retries work, and you can see there were automated retries at different times for the same card.

But looking at the details of this particular transaction, there's nothing more we can do: each time we contacted the card network, they responded with the same "insufficient funds" message. The customer would need to reach out to their bank for more information on why they declined the charge.

novel jay
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I see, so for other insufficient funds issue Smart Retries should get it picked up?

lusty kite
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If the bank approves the charge when we retry, then the Payment Intent will be successful. If it doesn't succeed, then we will keep retrying until your configured limit.

novel jay
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I see, I was more hesitant because of those hard decline codes and I see that insufficient funds is not part of them, so it's not an issue on our end or Stripe's but more on the customer's bank.

lusty kite
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That's correct 🙂

novel jay
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It's still weird how the customer added money and is saying they have funds but yet in Stripe they still don't.

lusty kite
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Yeah, I understand the frustration. Unfortunately, Stripe can't know what the underlying problem is. Only the bank would know whether there's a problem with the customer's card, or they didn't actually add enough funds, or another payment was made in the meantime which reduced their funds, etc…

novel jay
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I see, thank you so much arran. Devs are always the first point of contact when there are issues and I really appreciate this server and you guys.