rlleo-payment | Stripe Developers | Page 1

tame loom May 31, 2022, 9:23 AM

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Hi! What is your question?

left fractal May 31, 2022, 9:23 AM

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hi Soma! good morning

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i am the product manager of our marketplace and we do use hotjar to check user behaviour

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however

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becasue it is regarding privacy

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the payment module is just not able to be seen via hotjat

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hotjar*

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in the dashboard of Stripe. I do see some cancelled payment and some incomplete payments

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I am just wondering in what situation is it identified as 'cancelled' and 'incompleted?'

tame loom May 31, 2022, 9:27 AM

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Can you share an example of PaymentIntent ID (pi_xxx) for each case?

left fractal May 31, 2022, 9:31 AM

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sure thing!

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pi_3L5QfVDzlfKeVQCm1130BMaC
pi_3L5QDZDzlfKeVQCm2KC8fJKE
pi_3L5QDKDzlfKeVQCm0lcgRupE
pi_3L5QDCDzlfKeVQCm2FprR5QK
pi_3L5QD5DzlfKeVQCm1atYkAmL

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i shared 5 incomplete ones with you

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but actually the last 3 happened within one minute and they are probably from the same buyer

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i am just so keen to know what makes a 'incomplete' payment as well as 'cancelled' payment so i know what to do to drive the conversion

tame loom May 31, 2022, 9:37 AM

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So here you created the PaymentIntent, and it had status status: "requires_payment_method" as expected. But it looks like the customer never entered their payment details, so the PaymentIntent is incomplete. This is expected to happen, not 100% of customers will go though the full payment flow.

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Can you share an example of a cancelled PaymentIntent ID?

left fractal May 31, 2022, 9:48 AM

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i got it

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and based on your experience

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what is the range of the percentage for 'incomplete' ones?

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let me search a few cancelled ones as well

tame loom May 31, 2022, 9:51 AM

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what is the range of the percentage for 'incomplete' ones?
That would completely depend on your integration and your business, so I don't know. But it's perfectly normal for some (or many) customers to not complete the payment flow because they changed their mind or are distracted or anything really.

left fractal May 31, 2022, 9:52 AM

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i get it, very appreciate it. and i totally get the 'business' part but you mentioned 'depend on the intergration'. what do you mean by that? Could it be that the intergration is so bad that people do not even enter payment infos?

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for the cancelled ones. there are already 6 ones and only 2 succesful ones. the 6 cancelled ones are

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pi_3L5IB7DzlfKeVQCm1v6x0E3O

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pi_3L5HnEDzlfKeVQCm05blkB4G

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pi_3L5IHQDzlfKeVQCm1JVNUwPR

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pi_3L5OcgDzlfKeVQCm1nLrM43G

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pi_3L5Pd1DzlfKeVQCm0NrtX4x7

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pi_3L5PxjDzlfKeVQCm20Ds22K3

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if we can look into them individually, that would be very very appreciated!

tame loom May 31, 2022, 10:00 AM

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you mentioned 'depend on the intergration'. what do you mean by that?
I'm guessing your payment page UI and website can have an impact on your conversion rate.

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I looked at the PaymentIntent you shared, and they were cancelled by your own code. For example, for pi_3L5IB7DzlfKeVQCm1v6x0E3O, here's the cancel request you made: https://dashboard.stripe.com/logs/req_F5SQQ21rgDasxk

left fractal May 31, 2022, 10:02 AM

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all of them?

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can you maybe help me to see why we requested to cancel it?

tame loom May 31, 2022, 10:05 AM

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Yes the 6 PaymentIntents you shared were cancelled with the API using your secret key. It's by a Node.js script.

left fractal May 31, 2022, 10:06 AM

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pi_3L4kh5DzlfKeVQCm1SDGSElL and what about this one? I see this one there is already a payment solution in it

thin flicker May 31, 2022, 10:10 AM

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you can self-serve by looking at the dashboard, there are request logs for each one that show you what happened to them and where the API call came from.

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you don't really need to ask us for each one

#rlleo-payment