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Why Am I Seeing An "Incomplete" Transaction In Stripe? And how to delete an In Progress Stripe payment in YouLi

Stripe transactions don't always complete, this can mean they are in progress, or it could indicate you need to delete the pending payment to allow your Traveler to pay.

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😱 Question

I've logged into Stripe and noticed an "Incomplete" transaction (see image). Is this some type of failure between Youli and Stripe? 
 
Stripe Incomplete transactions[10] copy
 

😌 Answer

TLDR; don't panic --  'Incomplete' doesn't = 'Failed.' 

'Incomplete' could mean that the Traveler simply opened the payment popup window, and didn't complete the payment, because they, maybe:

  • got distracted (by say, a crying baby, scrolling on social media, or whatever lemons life threw out today)
  • lost wifi signal
  • spilled coffee on their keyboard
  • had more questions before making the payment <- in which case, you as the Planner, can follow up to see why they didn't complete the payment
  • etc.
Stripe makes YouLi create "intents" when the user (your Traveler) opens the PAY NOW popup. So if they do not complete that transaction and actually pay, it is "Incomplete," as far as Stripe is concerned. 

So you can mostly ignore those (unless you want to use this as a way to reach out to ask if they are having issues with their credit/debit card). 
 

Please note that ACH transfer times can occasionally span 3-7 business days. So do not be quick to clear a pending payment in YouLi until you confirm it is not going to be successful.

 

🚫 In Stripe: Delete Incomplete Transactions

You cannot delete these from Stripe, they are there as a record of the attempt.

But you can clean it up in YouLi so your Traveler can finish paying.
 
 

🧼 In YouLi: Delete In Progress (Pending) Stripe Payment

If the transaction doesn't complete and Stripe doesn't properly fail it, then you might need to delete the payment in YouLi to allow your Traveler to try paying again.

  1. Navigate to the TRIP, then click to MANAGE PAYMENTS
  2. Find the "In Progress" payment by scrolling or searching for the person by name or REFERENCE CODE or 
    1. Filter by PENDING:
      manage-payments-pending-filter
  3. If the payment can be deleted, there will be an option to "DELETE IN PROGRESS PAYMENT" when you click the "ACTIONS" button on the right as shown in the screenshot

    delete-in-progress-stripe-payment
  4. Click that to open a confirmation dialog. To continue, click "DELETE PAYMENT." This will simply remove the "IN PROGRESS" payment from YouLi but will not delete the corresponding payment in Stripe.delete-in-progress-popup
  5. Once deleted, a log of the deletion will be added to the ACTIVITY FEED in case you need to reference in the future delete-in-progress-log-record

 

TIP: You can only delete a Stripe payment that is "In Progress." If it has failed or completed successfully, it cannot be removed.

 

 

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