Missing transactions

Hi there @polina81

If there’s no record of it at Stripe, then it didn’t happen. I know that sounds like me being a bit blunt, but that’s been my experience in 6+ years at this job. There’s never been an instance of a charge that couldn’t be traced to a Stripe transaction.

So either you’ve connected multiple Stripe accounts and it’s on some other account, or something else is going on. If it were me, I’d ask the donor for a screenshot of the transaction from their bank/card issuer and then have them approach it with Stripe to see if the Stripe team can isolate the payment by its ID or something.

With no record of it on the GiveWP side, that makes it nearly impossible for us to help with, but Stripe should be able to help you find it.

There simply has to be a record of it on some Stripe account somewhere.

Thanks, @benmeredithgmailcom, that’s exactly what we’re doing. I’m wondering though – is it possible at all that a request could’ve been sent from GiveWP to Stripe without any record of it left anywhere in GiveWP?

Hi @polina81,

That’s a great question, and the short answer to that is no.

The moment a donor clicks the “Donate Now” button, 2 things happen. GiveWP creates a donation record at Donations > Donations, and a transaction is created in the payment gateway. Even if a donation is incomplete because of an error or missing information, a donation record would still be present in GiveWP (and usually include a status such as “failed” or “pending”). There has never been a situation in which a donation wasn’t recorded in GiveWP, but was recorded in a payment gateway.

The only exception to this would be subscription renewal payments. Those payments begin in Stripe, and Stripe communicates confirmation of that renewal to GiveWP using the webhook, which then creates a record of that renewal in GiveWP.

Let us know how things go once you’ve checked in with your donors and with Stripe. We are happy to help with any questions you have along the way.

Hi @polina81,
It’s been a bit and I know you are working on troubleshooting things on the Stripe side. I’m marking this as resolved for now, but if you still have questions you can send them along right here and I’ll hop right back in. Have a great day!

Hi @stephanieliy,

Thank you for your reply, that makes sense. We’re still trying to get more details from the donors, still not sure what the issue was but can’t move forward until we hear back from them. Thanks again for your help.