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We use ecommerce to sell both individual courses as well as subscriptions, and occasionally we will get purchases that come across on stripe successfully even sending receipts to the customer, but Docebo doesn’t update the transaction as successful. Instead leaving it in pending leaving our user with no training and money spent. Naturally they try again, which leads to them duplicate purchasing the same product usually to the same outcome. 

Then we get an angry or frustrated call and they refund all their purchases. Obviously this hurts our reputation, our support team, and generally makes us look bad. So my question, is why? It’s not all users, and I rarely have enough information to try and replicate it. There’s hardly any connection points or settings to even test on my end. 

Anyone know how to resolve this problem?

We have the same issue with a customer and would appreciate some answer.

 

Hi, have you found any resolution on this? We are experiencing the same issue and Stripe is our payment gateway as well.

 

Thank you

We are having issues in that we set up Extended Enterprise to sale content to non Docebo users. This forces them to create an account before they can pay for the learning plan. Which probably could be ok, but, our users have received the promo code for content we are selling and they want to purchase it and add it too their current content, not create another account for the EE brand.

The issue is when a user add the LP to their cart, they can enter the billing information, but the submit button grays out and won’t let them move to the payment screen.  This shows as a pending sale in Docebo, but never hits stripe.  This is so frustrating.  Why cant we have Guest Pay, instead of forcing customers to create an account before they purchase content.

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