Stripe + Shopify API issue?

Canucker99
Tourist
9 0 2

Hi Everyone,

 

We are having an issue where our 3PL isn’t receiving some of the orders.  We believe it’s because the billing country code isn’t being passed back with an API response.  We use Stripe a gateway for our subscriptions. 

When I go to the order in Shopify, it has all of the customer details including the country… but when I scroll down and click on the payment method (for example, visa) and expand it it shows Stripe. Then when I go into the gateway details, it shows NIL for the billing country:

 

Billing details{"address"=>{"city"=>"Puyallup", "country"=>nil

 

I think this could be the cause (it’s a guess from our 3PL). Do you know why the Stripe API may be returning NIL?

 

Thank you!

Replies 12 (12)

OneCommerce
Shopify Partner
253 19 108

Hello @Canucker99 ,

We are OneExperts from OneCommerce and we here to help you out.

 

Based on the information provided, it appears that the country field in the billing details is not being set. You may want to check the integration settings between Shopify and Stripe to ensure that all necessary fields are being passed correctly. You might also want to check if there is any specific code on your Shopify store that is supposed to handle the country code, and check if it's working correctly.

 

Hope this is helpful for you. Hit us up at julia@onecommerce.io if you need any further support.

 

Best regards,

OneExperts by OneCommerce.

 

OneCommerce - The Ultimate eCommerce Solution Platform
We offer 12+ solutions to help increase traffic, maximize conversion rates and generate better revenue for more than 500,000 eCommerce merchants worldwide.

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Canucker99
Tourist
9 0 2

Thank you for the reply!  Where would I check the integration settings?  I have stripe enabled in the payments section.

OneCommerce
Shopify Partner
253 19 108

Hello @Canucker99 ,

 

To check the integration settings between Shopify and Stripe, you can follow these steps:

  1. Go to Settings > Payment providers.
  2. Scroll down to the Stripe section and click on Manage.
    Here you will be able to see the integration settings for Stripe, including the API keys, webhooks, and other settings that are used to connect Shopify with Stripe.
  3. Check that the API keys are correct, and that the webhooks are properly configured.
  4. You can also check the "Accepted Cards" option to ensure that the right cards are enabled for your store.

Hope this is helpful for you.

 

Regards,

OneExperts by OneCommerce.

OneCommerce - The Ultimate eCommerce Solution Platform
We offer 12+ solutions to help increase traffic, maximize conversion rates and generate better revenue for more than 500,000 eCommerce merchants worldwide.

Get know us at: Website | Blog | FAQ | Contact us

Canucker99
Tourist
9 0 2

Thanks again for the info.  It looks like all of the unfulfilled orders have the billing address completely empty in Shopify (see screenshot example).  Shouldn't the billing addresses be automatically grabbed from Stripe via the Shopify's API connection with them?  Isn't this all built-in... as I'm not the only one using Stripe and Shopify for subscription payments (Ordergroove)... and it's not happening to all transactions but I can't figure out why it's happening to certain ones.

 

Canucker99_0-1673586582512.png

 

OneCommerce
Shopify Partner
253 19 108

Hello again,

 

There could be a few reasons why certain transactions are not showing the billing address:

  1. The customer did not enter the billing address during the checkout process.
  2. There is an issue with the Shopify-Stripe integration, which is causing the billing address not to be passed through to Shopify. You should check your Shopify-Stripe integration settings and ensure that they are set up correctly.
  3. There could be a problem with the code on your website, which is preventing the billing address from being passed through to Shopify. You should check your website's code and ensure that it is functioning properly.
  4. It could be a bug in the Shopify platform or a plugin, in this case you should check the Shopify community for similar issues and if it's a known one, check for a fix.
  5. The customer may have subscribed to the ordergroove service, which processes the order separately from the main checkout process, in this case you should check the integration of ordergroove with Shopify and Stripe.

If you are unable to find the root cause, it might be a good idea to reach out to Shopify support or Stripe support for assistance.

 

Hope you can solve the problem. If you found our reply is helpful, please hit the Like button to let us know and mark as Accepted Solution if your issue was solved.

 

Regards,

OneExperts by OneCommerce.

OneCommerce - The Ultimate eCommerce Solution Platform
We offer 12+ solutions to help increase traffic, maximize conversion rates and generate better revenue for more than 500,000 eCommerce merchants worldwide.

Get know us at: Website | Blog | FAQ | Contact us

Brian_S
Shopify Partner
157 19 39

Hey @Canucker99 this sounds like an issue I've seen before in migrations from one subscription platform to another. Did you by any chance migrate from Recharge to Ordergroove?  If so, the billing address that existed (or didnt exist) in Stripe for the customer's Stripe payment method was migrated over to Shopify during the migration.  I would log into your Stripe account and check the customer connected to that order.  I bet that payment method in Stripe has the same billing address as Shopify is showing on orders.   If that's the case its fixable by Ordergroove but its complex.  It's related to my post here: https://community.shopify.com/c/subscription-apis/payment-methods-created-from-stripe-with-invalid-b...

 

Or maybe its a totally different issue and this isnt helpful 😅

 

 

Brian Singer
CTO & Cofounder of Subscription Service - Awtomic
Canucker99
Tourist
9 0 2

Yes, that's exactly what we did - migrated from Recharge to Ordergroove!  So is the error stemming from a lack of a valid billing address currently in Stripe or a lack of a billing address currently in Shopify? I'm a bit confused why it would be considered invalid since the customers had previous transactions go through prior to the migration?  Very much appreciate your help as this sounds like it's spot on.

Canucker99
Tourist
9 0 2

When I look in Stripe at the API response, it always includes everything EXCEPT the country code is missing as it always shows NULL for the orders we are having issues with.  Here's an example - I've changed the actual data for privacy purposes.

"billing_details": {
"address": {
"city": "Denver",
"country": null,
"line1": "1234 Made up street",
"line2": "",
"postal_code": "90210",
"state": "Colorado"
},
Canucker99
Tourist
9 0 2

In Stripe, if I look up that customer's payment method, it shows all of the address fields completed properly including the country.

dwyckoff
Shopify Staff
15 1 3

Hey Canucker! Sorry to hear you've been having a rough time with your migration. If you truly believe this was not an issue with the data in your Stripe customers, please provide us your Shop URL or reach out through support who can connect you with our engineering team and we'll take a look at how we built these records.

Hope you have a great weekend,
Daniel.

To learn more visit the Shopify Help Center or the Community Blog.

Brian_S
Shopify Partner
157 19 39

Definitely something suspicious if there's no country in API response but you see it in Stripe.  To double check, the right place to look in Stripe is something like: 

- open customer (be really sure its the right customer or check all of the matching customers bc you could have more than one Stripe customer that represents a single person)

- open their matching payment method and click on the pencil icon to edit

- then click the "more" or "advanced" arrow so you see the billing address

- thats where I suspect the invalid billing address would be

 

So is the error stemming from a lack of a valid billing address currently in Stripe or a lack of a billing address currently in Shopify?

The issue stems from the lack of a valid billing address in Stripe prior to the migration. The current issue is being caused bc that bad billing from Stripe was essentially copy/pasted into Shopify and now you have a bad billing address in Shopify, which unfortunately there are no APIs to edit from the merchant/app side. Customers can go in and edit their own billing address but you couldnt edit them from the app or via API or anything in bulk. 

 

There is one way to do it but that'l require billing addresses to be corrected in Stripe and then OrderGroove will have to essentially re-migrate all your payment methods into Shopify again (its a bit more complex than that). Based on my experience, Recharge actually has a valid billing address stored but for some reason they put a bad (or no) billing address in Stripe from time to time and do not update it. 

 

Hope that helps

 

Brian Singer
CTO & Cofounder of Subscription Service - Awtomic
Canucker99
Tourist
9 0 2

Hi Brian - Thanks for the reply.  I'm not sure if this is the same issue.  I checked that customer's payment method and nothing is missing except the phone number (which I don't think matters). Also, when you view the order in Shopify, it's missing everything (no billing address provided), rather than just a field or two. Shopify Support is looking into it so hopefully it gets ironed out. I'll post the solution once it's known.  Thank you!