Delayed Payments: May 17-18 2024 (AU)

Understanding what occurred and how Bopple has resolved the issues impacting payment processing in online orders.

Overview

• We've been upgrading key services and infrastructure at Bopple recently.
• During upgrades, we encountered issues with payment processing on orders placed between 5:00am AEST Fri 17/05/24 - 11:15am AEST Sat 18/05/24.
• Customers were still able to order and pay, and your funds were safely captured in our platform's fallback holding account. However, settlement of these funds to your Stripe account was delayed. 
• Funds for the affected orders were paid as a lump sum into your Stripe account on Mon 21/05/24 or Tue 22/05/24, and will become available for future payout from your Stripe account after this date. 

What occurred.

Unfortunately, during a round of planned upgrades, we encountered unexpected issues with payment processing for online orders that were placed during the period below. 

AEST: 5:00am Fri 17/05/24 - 11:15am Sat 18/05/24
ACST: 4:30am Fri 17/05/24 - 10:45am Sat 18/05/24
AWST: 3:00am Fri 17/05/24 - 9:15am Sat 18/05/24

Thankfully your customers were able to continue placing prepaid online orders as usual during this time as we have developed safeguards to minimise missed sales due to infrastructure issues.

The safeguard in this case involved an "application fee" of 100% being applied on the affected order payments, so the expected net payment amounts (after fees) were not settling to your Stripe account balance. 

Normally, the "application fee" applied to your payments when they are processed would include only platform fees (eg. 1.8%) and Stripe payment processing fees (1.6%), with the remainder settling directly to your Stripe account balance. 

See an example of this on a payment below. 

You'll also notice this 100% application fee in Bopple Payments reporting. As you can see below, the 'Total Fees' for 17/05/24 is 100% of the total payments for the day. As a result, the 'Payment Due' to the Stripe account was $0.00 for the day. 

How we rectified the issue.

We have now processed reimbursements for the overcharged fee amounts in the form of a lump sum payment directly to your Stripe account on Mon 21/05 or Tue 22/05.

This lump sum has been calculated as below: 
Total of Affected Payments minus Correct Platform Fees minus Correct Stripe Fees

In your Stripe Dashboard, in the Payments ➜ All Payments area, you will see a payment with a description such as py-XXXXXXXXXXXXX - this is your lump sum payment for the affected orders. See an example below. 

These funds will become available for payout from your Stripe account according to Stripe's standard payout schedule – 2 business days after the payment arrived in your Stripe account. 

Reviewing payments for your store.

Should you wish to verify the fees and calculations on the affected payments used to determine your reimbursement, you can do so using the new Payments Held by Order report in Bopple Back Office via Reports ➜ Payments & Fees.

Run this date across 17.05.2024 - 22.05.2024 and you will see the following: 

• List of affected payments with the correct fee amounts and the net payment due
• Confirmation of the lump sum payment issued to your Stripe account