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Unpaid Stripe Transactions

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You can view any successful or unsuccessful Stripe transaction that has been recorded in Stripe, but not CommunitySuite. This happens if there is a communication failure with CommunitySuite and Stripe between when Stripe records a payment intent (this is when the user clicks Pay with Credit Card) and when a user enters their credit card information and clicks Pay in Stripe.

It's important to note that any Stripe transaction that's initiated from CommunitySuite will show as unpaid for a short amount of time while CommunitySuite and Stripe communicate; however, this should only last a few seconds under normal circumstances. What this article is referring to are Stripe transactions that have been stuck for extended periods of time, generally 24 hours or more. 

 

View Unpaid Stripe Transactions

  1. Navigate to the Payment Processors page.
  2. Select the ID number for Stripe.
    Stripe payment processor ID.

  3. The Unpaid Stripe Transactions window shows the Stripe transactions that were recorded in Stripe but not in CommunitySuite.
    Stripe payment processor page.
    Unpaid stripe transactions window.

There are a number of scenarios that can cause transactions to be recorded in Stripe but not CommunitySuite. The following list highlights the most common reasons this can occur.

  • A user gets to the Stripe payment screen, but uses the web browser's back button to return to the checkout screen before clicking Pay in Stripe.
    • If a user needs to return to the checkout screen in the donation portal, they should use the back arrow in the upper-left corner of the Stripe payment screen.
  • A user gets to the Stripe payment screen, and closes the payment screen.
  • The donor leaves the Stripe payment screen open for an extended period of time and the connection times out.
  • The donor's internet connection fails while entering their credit card information before they click Pay.

Review and Fix Unpaid Stripe Transactions

Re-call a Transaction in Stripe

Once a payment is processed in Stripe, Stripe will attempt to "call" CommunitySuite so CommunitySuite can record the transaction. If the first attempt fails, Stripe will try again every hour after. If a Stripe transaction continues to be Unpaid, you can navigate to Stripe to review the transaction and "re-call" the transaction.

  1. Click [Dashboard] next to the unpaid Stripe transaction.Dashboard button.

  2. You will now be on the Stripe payment page where you can review the transaction and "re-call" it if necessary.

Manually Rerun a Transaction in CommunitySuite

Similar to "re-calling" a transaction in Stripe, CommunitySuite allows a manual rerun to be made on unpaid transactions. If you have not yet posted a donation record in CommunitySuite for a Stripe payment, you can manually rerun payments that have been processed through Stripe. This can occur due to the time delay being different than the credit card. 

  1. Click [Manually Rerun] next to the unpaid Stripe transaction. Manually rerun button.

The donation will process as normal through CommunitySuite. 

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