Hi,
We have a recurring issue with customers being double charged or more - sometimes the customer is incorrectly charged 4 times for one subscription. The following happens with about 10% of our sign ups:
- The customer attempts to sign up for a subscription. We include a 7 day free trial but card details are required at the point of sign up
- Customer sees two simultaneous error messages from S2 when they try and process payment:
- at the top pf the checkout form they see ‘Action Required - Secure authorization’
- underneath the strip box they see ‘We are unable to authenticate your payment method. Please choose a different payment method and try again’
- However a subscription has been created in stripe. Unless cancelled the customer will be charged in 7 days but from the customer perspective, the sign up attempt fails
- So in many cases the customer makes continued attempts, and so creating multiple stripe subscriptions
- Sometimes one of those is authorised and the customer continues, other times they give up
- In 7 days time the customer is then charged for all attempted subscriptions
@clavaque Can you help us understand this at all? I can provide clarity screen recordings / logs if helpful. Thanks in advance.