Error processing payment. Reason: No such customer:

  • Resolved pbrodinski

    (@pbrodinski)


    2 years, 3 months ago

    Hello,

    I had to create additional Stripe acccount for my online course website, right after that customers who have previusly purchased something from us cannot make a purchase at the check out, system throws an error: Error processing payment. Reason: No such customer: ‘cus_MS28cjI9ylnQBB’. This customer ID does not exist in the merchant’s Stripe account.

    I found some people had to manualy go to the Stripe and delete customer ID, but that is such a bad user experience, as clients have to firstly go through the error in the check out, reach out to us with is so we could grab their info and delete that ID on ther behalf in stripe account. Is there any other solution for this? It really creates us a bad reputation, moreover it is happening only to existing clients.

Viewing 6 replies - 1 through 6 (of 6 total)
  • Thread Starter pbrodinski

    (@pbrodinski)

    Update: I basicly had 2 websites, Store and Online Academy running on one Stripe account, then I created another one and switched Academy to the new account, and it is started happening on on Academy check out. On which website (Store or Academy) should I delete stripe id under user profile?

    • This reply was modified 2 years, 3 months ago by pbrodinski.
    Plugin Author Payment Plugins

    (@mrclayton)

    Hi @pbrodinski

    When you switch the Stripe account that the plugin is connected to, that means all prior customer ID’s and payment methods no longer exist in the new Stripe account and thus you see that error.

    That error exists to inform you of that data not existing.

    I found some people had to manualy go to the Stripe and delete customer ID, but that is such a bad user experience

    Do you have a recommendation on how to improve that? The plugin cannot just wantonly remove customer data because what if you were just temporarily changing the Stripe account? Then people would be upset because their payment methods were deleted. And that has real world consequences for things like subscription payments etc.

    Thanks

    Thread Starter pbrodinski

    (@pbrodinski)

    Thank you for getting back to me. I’m just confused on which website should I remove those ID from profiles, as on the newly created there is a barely few prifiles created, same as on the new Stripe account. Old website and stripe account working all good with no such errors.

    • This reply was modified 2 years, 3 months ago by pbrodinski.
    Plugin Author Payment Plugins

    (@mrclayton)

    Hi @pbrodinski

    You should remove the Stripe customer ID’s from your Academy site since that is the site you just changed Stripe accounts on and where you’re seeing that error message.

    Kind regards

    Thread Starter pbrodinski

    (@pbrodinski)

    I see, that makes sense, but then people who have these issues created profiles right before the check out, so it’s not like they had profiles before on the website and then I changed Stripe acount and now their ID don’t match. They have profiles, but on the Store website, which is complete different domain, site and etc.

    Plugin Author Payment Plugins

    (@mrclayton)

    @pbrodinski

    The only people that will have that issue are users that have a Stripe customer ID created in the account which you previously had connected to your Academy site.

    When you switched the account that the plugin was connected to, those user’s customer ID’s were no longer relevant.

Viewing 6 replies - 1 through 6 (of 6 total)
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