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 Apple Pay and Stripe
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maxa
Starting Member

USA
9 Posts

Pre-sales questions only
(More Details...)

Posted - 03/27/2018 :  09:17:46  
Has any one setup paymentRequestButton with Stripe for the cart?
If so how did it work out?
Thanks
Max

Sinbad
ECT Moderator

USA
65936 Posts

Posted - 03/27/2018 :  11:55:37  
Hi Max, stripe is a supported payment method. Can you also update your forum profile when you have a moment as it's showing as pre-sales?

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Phil
ECT Moderator

United Kingdom
7597 Posts

Posted - 08/31/2022 :  03:30:31  

1234
Ecommerce Template Expert

USA
972 Posts

Pre-sales questions only
(More Details...)

Posted - 06/27/2023 :  07:44:46  
I am currently using Stripe on-site for processing. Last week I received an email from a customer that stated he had paid with Apple Pay. He says after entering his card information, he received a pop-up window that instantly closed, and he was unable to tell if the payment was successful. I checked my Stripe account and the payment showed as "Incomplete". The customer kept insisting that the payment went through, and I kept insisting that it was "Incomplete". This morning I received a chargeback for the payment. It appears that the payment was indeed successful, but the order information nor the payment ever came through on my end.

Fast forward to now, I just received an email from another customer that claimed he submitted an order yesterday afternoon using Apple Pay. He stated that he saw a pop-up window that instantly closed. He is unsure if the payment was successful. I did not receive any order information from him and the payment shows as 'Incomplete" in my Stripe account. I would like to avoid getting anymore chargebacks from this issue, so I need to resolve it as soon as possible.

This is very new, today is the second time it has happened as far as I know. I am completely unfamiliar with Apple Pay, so I have no ide where to start on this one.

Any recommendations?

dbdave
ECT Moderator

USA
10210 Posts

Posted - 06/27/2023 :  08:03:35  
Have you asked stripe why you cannot see the payment in your account?
Does the order appear in your admin, and if so, what status?

Thanks,
David

1234
Ecommerce Template Expert

USA
972 Posts

Pre-sales questions only
(More Details...)

Posted - 06/28/2023 :  05:38:20  
David,

Thanks for the response. I had no idea Apple Pay was even an option in my Stripe account. I found an article in Stipe support that explained how to disable Apple Pay. I disabled Apple Pay this morning so hopefully that will resolve the issue.

This happened twice just over the past few weeks. The customer's order information was never received. I wouldn't have known there was even an issue if the customer's hadn't contacted me. It resulted in a chargeback so I'm glad I caught it when I did.

So...lesson learned. If anyone is using Stripe, you may very likely have the same issues with Apple Pay. If so, you can go to Settings > Payment Methods scroll down to Wallets and "turn off" Apple Pay/Alipay.

quadrant
Ecommerce Template Guru

United Kingdom
1099 Posts

Posted - 06/28/2023 :  10:25:53  
Hi,

We have used Stripe for some time now although it's the SCA option and lots of our customers use Apply Pay without issues.

For us it's quite important as >80% of our orders are on mobile devices but perhaps you could try switching from onsite payments to see if it sorts the issue for you.

That said if a lot of your cstomers are not using mobiles then it maybe not so important to use wallets.

Regards,
David

1234
Ecommerce Template Expert

USA
972 Posts

Pre-sales questions only
(More Details...)

Posted - 06/29/2023 :  07:02:04  
David,

Thanks for the information. Approximately 40% of our customers use a mobile device to make purchases. This Apple Pay issue just started occurring over the past 2 weeks, so I'm not sure if removing the option will hurt us or not.

I had worked so hard to get Stripe payments on-site that I am quite hesitant to go back to deprecated, or SCA. It is definitely a concern going forward however. Perhaps something can be worked out in the future where Apple Pay orders can be submitted with the on-site version of Stripe.

Thanks!

quadrant
Ecommerce Template Guru

United Kingdom
1099 Posts

Posted - 06/29/2023 :  10:44:31  
Hi,

I must admit I would prefer to use the on-site option and I did swap it over for a few minutes to take a look a while back but I got a horizontal scroll bar in the payment container and didn't have the time to look into what was causing it so swapped back to SCA.

If I know it's running OK and I can sort the scrollbar issue I would 100% swap to on-site as it provides a better experinece for customer.

Regards,
David

Vince
Administrator

42391 Posts

Posted - 06/29/2023 :  14:40:57  
Hi 1234
Sorry to hear that you are having problems but I have to say that I wouldn't be so quick to turn off something like Apply Pay. Mobile payments are becoming more and more important and it really seems that the best thing to do would be to work through what the actual problems are.
The most important thing here seems to be why you didn't see the charge in your Stripe account. You really, really need to sort this out with Stripe. And then, if it's possible to work out what happened then the situation can be remedied if it happens again.
Also, ask Stripe if there have been any known issues with Apple Pay recently as they may have been rolling out a new version of their API or something like that.

Vince

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1234
Ecommerce Template Expert

USA
972 Posts

Pre-sales questions only
(More Details...)

Posted - 06/30/2023 :  06:06:10  
Thanks Vince!

I have sent Stripe support an email describing the issue. I do understand the importance of accepting all types of mobile payments, so I hope to get this resolved soon. At this time I cannot take anymore chances with this Apple Pay issue however.

In my case, not only did the (2) Apple Pay payments shows as "Incomplete" in my Stripe account, I never received the orders in my admin. I didn't received the "Order at Your Store" email for either order, nor did I receive any order information whatsoever. If I hadn't been contacted by these customer's I would have never known anything about them.

I will see if I can get this worked out with Stripe and will post here if anything pertinent arises.

dbdave
ECT Moderator

USA
10210 Posts

Posted - 06/30/2023 :  07:49:37  
quote:
I never received the orders in my admin. I didn't received the "Order at Your Store" email for either order, nor did I receive any order information whatsoever.


You didn't see the order as incomplete in the admin at all?
If not, check your admin Main Settings > Order Management
See what you have set for deleting incomplete orders.

Thanks,
David

1234
Ecommerce Template Expert

USA
972 Posts

Pre-sales questions only
(More Details...)

Posted - 06/30/2023 :  13:56:04  
David,

No I didn't receive any inclination of either one of the Apple Pay orders. No Incomplete Order, no Order Number, no "Order at Your Store" email, nothing but a status request from the customers.

I checked my Main Settings > Order Management setting and it was set to "delete after 1 day". I normally delete incomplete orders manually the following day. I did set this to "delete after 2 days" however, just because.

I'm still waiting to hear back from Stripe....

Phil
ECT Moderator

United Kingdom
7597 Posts

Posted - 07/01/2023 :  03:15:23  
It does seem like there's something amiss here.

I received an email last night from a client who also uses Stripe.

quote:
Hi Phil - Hope you are well - we had a 'ghost' order this week - we received a payment of 405.65

on 27.06.23 from Jason Oakley but we cannot find the order in our admin!! Any ideas??


I've looked through his orders and there's nothing at all. I've asked him a few questions and he hasn't got back to me yet



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1234
Ecommerce Template Expert

USA
972 Posts

Pre-sales questions only
(More Details...)

Posted - 07/07/2023 :  12:50:06  
So I've been back and forth with Stripe support over the past several days. Without turning Apple Pay back on and waiting for the issue to happen again, they are unable to figure out why the order was never created in my admin, and of course why the payment showed as 'Incomplete" in my Stripe account. One of these ghost orders/payments resulted in a chargeback so I'm not willing to turn Apple Pay back on at this point.

Stripe did inform me that every website that accepts Apple Pay must "Verify your domain with Apple Pay", and that my website may not have been verified, and this may be what is causing the issue. Apparently this is done via the cart page. I received instructions (via Stripe) on how to set this up - https://stripe.com/docs/stripe-js/elements/payment-request-button?client=html#verifying-your-domain-with-apple-pay

Not sure if this is something I can do on my own(?)

dbdave
ECT Moderator

USA
10210 Posts

Posted - 07/07/2023 :  14:56:57  
quote:
they are unable to figure out why the order was never created in my admin


The order would have been in your admin, and if I recall, you had set delete incomplete orders to 1 day and being that you did not discover the order until after a few days, it would have auto deleted itself.

David

1234
Ecommerce Template Expert

USA
972 Posts

Pre-sales questions only
(More Details...)

Posted - 07/12/2023 :  05:07:12  
The first Apple pay customer, by the time I received his email informing me of his payment, several days had gone by so his order details would have been auto-deleted anyway. However, I did not receive an "Order at Your Store" email or a payment notification from Stripe after he submitted his payment/order. The second Apple Pay customer contacted me immediately after submitting his payment. There was no order from him in my admin, no Order at Your Store email, and no payment confirmation email from Stripe. That is part of what is so perplexing about this issue. These seem to be a sort of "ghost" orders.

Stripe support informed me that every website that accepts Apple Pay must "verify their domain with Apple Pay". I have perused the "Verify your domain with Apple Pay" documentation provided by Stripe support but it well beyond my expertise.

Phil
ECT Moderator

United Kingdom
7597 Posts

Posted - 07/12/2023 :  05:32:47  
quote:
Stripe support informed me that every website that accepts Apple Pay must "verify their domain with Apple Pay". I have perused the "Verify your domain with Apple Pay" documentation provided by Stripe support but it well beyond my expertise.


I did this a few days ago and I'm still waiting for the client to let me know if all's well since the domain verification has been in place.

We never did find the reason for the 'ghost' order



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1234
Ecommerce Template Expert

USA
972 Posts

Pre-sales questions only
(More Details...)

Posted - 07/12/2023 :  12:17:49  
Phil,

Just curious when you say "the domain verification has been in place", is this something that you added to your client's website recently, or is this already in the ECT script?

insight
ECT Moderator

USA
4476 Posts

Posted - 07/12/2023 :  18:02:11  
It's something you have to do, you linked to the instructions earlier: https://stripe.com/docs/stripe-js/elements/payment-request-button?client=html#verifying-your-domain-with-apple-pay. It's pretty straightforward, upload a file and press a couple of buttons in your Stripe account

Peter


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Phil
ECT Moderator

United Kingdom
7597 Posts

Posted - 07/13/2023 :  01:54:15  
quote:
Just curious when you say "the domain verification has been in place", is this something that you added to your client's website recently, or is this already in the ECT script?


As Peter said just follow the instructions, download and save the file from here - https://stripe.com/files/apple-pay/apple-developer-merchantid-domain-association

Upload it to your ".well-known" directory in root, if that directory doesn't exist just create it.

Then login to your Stripe account and follow their instructions -
quote:
Next, tell Stripe to register your domain with Apple. You can do this by going to the Apple Pay tab in the Account Settings of your Dashboard


So go to settings > payment providers > apple pay > configure > add new domain



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Edited by - Phil on 07/13/2023 05:35:53
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