Payment Issues
Troubleshooting payment processing problems.
Payment Issues
This documentation is currently being developed. Check back soon for complete content.
Common Payment Problems
Payment Declined
Symptoms:
- Customer payment fails
- Error message displayed
Causes:
- Card declined by bank
- Insufficient funds
- Card expired
- Fraud detection
Resolution:
- Customer should try different payment method
- Customer should contact their bank
- Check Stripe dashboard for details
Payment Button Not Showing
Symptoms:
- Pay button missing on invoices
- Customers cannot make payments
Causes:
- Pay extension not enabled
- Stripe not connected
- Invoice not eligible
Resolution:
- Verify Pay extension is enabled
- Check Stripe connection status
- Verify invoice is open (not paid)
Payment Success But Invoice Still Open
Symptoms:
- Payment processed
- Invoice shows unpaid in portal
Causes:
- Sync delay
- Reconciliation pending
- Payment not applied in NetSuite
Resolution:
- Wait for sync (if automatic)
- Run manual sync
- Verify payment recorded
- Complete reconciliation in NetSuite
Refund Not Appearing
Symptoms:
- Refund issued but not showing
- Customer still sees original amount
Causes:
- Refund not synced
- Processing delay
- Refund in wrong state
Resolution:
- Verify refund processed in Stripe
- Check refund sync status
- Wait for data refresh
Prevention
- Test payment flow before launch
- Monitor Stripe dashboard
- Set up payment failure alerts
- Reconcile payments regularly