topic Re: [URGENT] Delayed start date for subscription payment and no payment processed in Commerce Tools

Delayed start date for subscription payment and no payment processed

malanciault — Mon, 01 Apr 2024 17:18:49 GMT

Hi,

We have switched many clients from Chargebee to Hubspot Commerce. Payment processor is Stripe.

We sent a Payment link to all clients, with a start date subscription for April 1st. All our clients have filled out the payment link and inputed their credit card.

Now, it is April 1st, and I don't see any payment processed in our Stripe account.

Here is a screenshot of our Subscriptions in Hubspot:

All subscriptions are marked as Scheduled except for 3 that are marked faileds.

So a few questions:

1- The 3 failed transactions: is it normal that I don't see any failed transaction in Stripe? It's like they never were initiated in Stripe...

2- The scheduled one: we are the 1st of April so I was expecting them to be processed at midnight. What am I missing ?

3- I tried a new subscription to test it. It is the first one you see in the screenshot. It worked perfectly, and I see the payment in Stripe. So, can there be a problem with payment links with delayed start date ?

Please help 🙂

Thanks!

Re: [URGENT] Delayed start date for subscription payment and no payment processed

PamCotton — Mon, 01 Apr 2024 21:43:52 GMT

Hey @malanciault, thank you for posting in our Community!

There could be several reasons for this discrepancy, such as an issue with the integration between HubSpot Commerce and Stripe or potential errors in the transaction initiation process. I recommend investigating further by checking the logs or error messages in both HubSpot Commerce and Stripe to pinpoint the cause of these failed transactions. I would recommend connecting with HubSpot Technical Support, as Support is included in your subscription and they will be able to provide real time assistance for this matter, including hopping on a screenshare if necessary.

Kindly,

Pam

Re: [URGENT] Delayed start date for subscription payment and no payment processed

malanciault — Wed, 03 Apr 2024 09:26:13 GMT

Hi Pam, thanks for your help. I am in discussion with Hubspot Support.

In the meantime, if it can help other users. I found this: Update payment method for failed subscription payments, where it says:

HubSpot will not automatically retry charging a payment method for a failed payment. However, if the issue is resolved with the original payment method, the buyer can re-enter their original payment details when updating their payment method and that payment method will be charged again.

So this could be improved, but Hubspot does send an email to the client informing them and requesting they update their credit card info.

We can also resend such email by going to this subscription and then:

This will send the email again to this client.

Hope this helps!