#overture8-bacs-mandate
golden elk
Hi. Thanks. Yeah, here it is: pi_3Ky3yJBOCVzUVeTs1Diq9Lwy
round socket
Taking a look
golden elk
Here is the error I got when retrying the payment from the dashboard, btw.
round socket
Got it, thanks.
Checking in on how the Payment Method associated with this subscription (pm_1KxpWGBOCVzUVeTsKFz6MSqV) was created as there doesn't appear to be an active mandate associated
Here's the API request that created it: https://dashboard.stripe.com/logs/req_ozrws3IN2cF7x0
Looks like it was done directly via Stripe.js? https://stripe.com/docs/js/payment_methods/create_payment_method
golden elk
It would have been done via Stripe Checkout, I believe. That's the only way we allow customers to create bacs direct debits (worth noting this is a Stripe Connect setup).
round socket
Hmm, let's see
golden elk
Here's the checkout request https://dashboard.stripe.com/acct_1KGNI4BOCVzUVeTs/logs/req_IyWKLN4PIbsiOh
round socket
Yeah the mandate Checkout created as part of that is now inactive (hence the error)
Seeing if I can figure out why
golden elk
ah ok 👍
golden elk
I suppose it's a possibility. However, in this particular account, there are three direct debit customers set up and they're all failing. Made me think there was something wrong with direct debit in this account.
round socket
By 'this account', you mean Stripe account?
golden elk
Yeah - so it's a Stripe Connect set up. We have several Stripe accounts connected to us. A few of the other Stripe accounts use DD and it's working fine. Just issues with this one.
round socket
Got it, wasn't sure if you meant a specific bank account
golden elk
These other customers in the same account are failing cus_LD9tLB1ZjTbFTM, cus_LXNVT9f00WrStB
round socket
Are there successful BACS debit mandates on that account? Or are they all failing?
golden elk
They all seem to be failing on this account. There are only three on this account. The one I initially mentioned and the two customers directly above.
Worth noting one of them (pi_3KYKENBOCVzUVeTs1HnQsnNL) seems to have been canceled by the customer (cus_LD9tLB1ZjTbFTM). Message in dashboard: "The customer has notified their bank that this payment was unauthorized". But the other two don't show this error.
I could get our client to double check with their customer to be 100% sure they haven't canceled at their bank?
round socket
Ok, interesting. Found a mandate.updated event for pm_1KxpWGBOCVzUVeTsKFz6MSqV: https://dashboard.stripe.com/events/evt_1Kxz2mBOCVzUVeTsuewaE5P4
You can see it was refused
(that's for this failing PI: pi_3Ky3yJBOCVzUVeTs1Diq9Lwy)
That's 2 seemingly accounted for, right?
golden elk
Yeah, good fine. So does network_status "refused" mean the customers bank refused it?
round socket
Yep, perhaps some details were incorrect on the mandate (name, address, etc) and didn't match bank records
That's the only context we have
Useful for you to subscribe to those mandate.updated events if you're not already
golden elk
Yeah, we haven't implemented that event yet - but we really need to!
golden elk
That last event just says network_status "pending" for me.
round socket
Yeah, because it's over 30 days old we don't retain the full log
golden elk
Oh sorry thats the prev attributes
round socket
But it matches up with the network refusal timestamp I can see internally
golden elk
ok, yeah. That makes sense. Thanks a lot for you help on this - I would never have got to the bottom of that. I'll get back to our client and let them know. Thanks again.
golden elk
yep 👍
round socket
golden elk
Perfect - we're enhancing our DD integration at the minute - so we'll definitely look into this. thank you.