Over the past 12 months, we have had a number of experiences where members registrations that have created a payment subscription and an entry in PayPal or Stripe, but has not actually generated an entry in the database.
So we cannot locate any details about the sign-up.The member does not get the welcome email with our invoice , they cannot log in and we have no idea of the sign-up until we do a reconciliation between payments in and our existing database or the customer makes contact and asks why we have not processed their membership.
Our last example occurred on the 2nd Dec, where we would have expected Record 12762 to be created, but it was not. The members before and after were captured ok.
The sign up in question was recorded by Stripe on the 2nd Dec at 2:46am.
Upon further investigation we have found 12 examples where we have received payment but nothing has been captured in the database. They are a mixture of PayPal and Stripe. They are a mixture of cards, both Visa and Mastercard. Other examples have occurred dueing other times of the day.
We can see in Stripe that the Subscription ID is not our Subscription Plan Identifier, which it is for all successfull transactions. When we spot a failure, it appears to have something like :
pi_3SZjbsJQewfuygwJ0FxtlXXX
The last 3 digits have been changed.
How can we understand what the cause of this is ?
Has this been seen before ?
Thanks
Mark
