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ProjectsPaymentsPAY-2148Card charged but checkout says payment failed
Description
Customer reports checkout failed at the payment step, but the card was still charged. No order in their account. Escalated from support.
Activity
ewake · 9:41 AM
Found in production. payment-api times out after the charge succeeds, and checkout-web shows the timeout as a failed payment.
- 312 customers hit it in the last 7 days, all since deploy
#4821 - 1,204 timeouts on
POST /v2/charges, p99 9.8 s (was 1.1 s) - Same cause as PAY-2101, closed as ‘Cannot reproduce’
Raised to High: customers are charged without an order. Assigned to Payments.
ewake changed the Priority from Medium to High· 9:41 AM
ewake linked PAY-2101 as a duplicate· 9:41 AM
- Assignee
- CMCamille M.
- Reporter
- LSLéa S. (Support)
- Priority
- High
- Components
- Payments
- Labels
- customer-reported
- Linked
- duplicates PAY-2101
A support ticket describes what a customer saw, in a customer's words. Before anyone can work on it, an engineer has to turn that into production terms: which service, which error, how many people, since when. That translation is most of the time a ticket spends waiting.
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