We’re seeing something new where billing attempts end up in a weird state. There’s no error and there’s no nextActionUrl. The billing attempt has ready = false and completedAt = null and of course the order is null
This leaves us in a tough spot because we don’t know what to tell the merchant. It’s even happened twice on the same subscription. Here are a couple billing attempts and the subscription they’re on:
Subscription Contract: gid://shopify/SubscriptionContract/3922788602
Billing Attempts:
- gid://shopify/SubscriptionBillingAttempt/60643901690
- gid://shopify/SubscriptionBillingAttempt/58862272762
Any guidance would be appreciated. Feels like maybe a new bug in billing?
Hey Brian,
Thanks for flagging this - have raised this to the subscriptions product team and will update here when I learn more.
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Hi @Liam-Shopify - this seems to have been worse than I originally thought. The merchant said that those two billing attempts ^ I listed originally actually were charged to the customer. That’s much worse because since they didn’t create an order this merchant has no way of refunding their customer. This makes the the problem quite a bit worse than I originally thought. I’ve asked the merchant for evidence of the charges (screenshots from a bank statement or something) but they’ve been with us for a long time and I trust what they’re saying
Hi Brian - the payments team are looking into this, will update here when I can. However the merchant should also contact direct support so our payments team can more easily investigate this.