Oddly high amount of Subscription payment failures

  • Resolved mbreezy

    (@mbreezy)


    4 years, 2 months ago

    I have a subscription box I started a couple months ago. The charge is at the same time for everyone, the 5th of the month at 2am.

    Last month 2/9 subscribers payments were successful, the other 7 were mostly insufficient funds, a couple other random do not honors. The retry system picked up 2 more in the following days.

    This month, 2/14 were successful. Similar failures. Had about a 65% insufficent fund rate. Since, 2 more have come up successful.

    Stripe said all of the transactions were bank responses, so non-issue there. Woocommerce said the logs looked normal.

    I’m at a loss. To me it seems like a system error (stripe, woocommerce, etc) as it’s too high. It very well could be that 65% of the people didn’t have $20 in their account, just seems unlikely.

    Any thoughts? Any suggestions going forward? Anyone else encounter this? Wonder if there’s a better time of the month or day when to charge.

Viewing 4 replies - 1 through 4 (of 4 total)
  • Plugin Support Missy a11n

    (@m155y5)

    Automattic Happiness Engineer

    4 years, 2 months ago

    Hi @mbreezy –

    That does seem like a high number of failures, but it’s hard to argue with the fact that Stripe said they were bank responses. I suppose it’s possible banks are rejecting the charges for some reason, however.

    In your Stripe account, are you able to see error codes on these failed payments? They offer a description of their various error codes here that might be helpful: https://stripe.com/docs/error-codes

    You can use the Developers section of your Stripe Dashboard to review errors:
    https://dashboard.stripe.com/developers

    If you’re unable to determine anything from the Stripe logs and if you are using the WooCommerce Subscriptions extension for this subscription box, please feel free to submit a support request here: https://woocommerce.com/my-account/create-a-ticket/

    That will allow our team to get more details that you might not want to share on a public forum like this.

    Thank you!

    Thread Starter mbreezy

    (@mbreezy)

    4 years, 2 months ago

    Thanks @m155y5

    I checked the errors, mostly insufficient funds. I also chatted with woocommerce support and sent them the logs and everything seemed normal to them. They even compared the successes vs the failures to see if they saw a pattern. No luck.

    Plugin Support Missy a11n

    (@m155y5)

    Automattic Happiness Engineer

    4 years, 2 months ago

    @mbreezy – Hmm, it does seem like a string of NSF rejections from the bank. It’s good to pay attention to when you see patterns, but it sounds like Stripe has confirmed that things are working as expected.

    Plugin Support Missy a11n

    (@m155y5)

    Automattic Happiness Engineer

    4 years, 1 month ago

    We haven’t heard back from you in a while, so I’m going to go ahead and mark this thread as resolved. If you have any other questions please feel free to start a new thread.

Viewing 4 replies - 1 through 4 (of 4 total)
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