Delayed Payments: May 17-18 2024 (NZ, US)

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. 
• As of 11:35am AEST Tue 22/05/24, funds for the affected order payments have now settled to Stripe account balances in the form of "adjustments" on the affected payments in Stripe. 

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. 

NZ - NZST: 7:00am Fri 17/05/24 - 1:15pm Sat 18/05/24
US - PDT: 12:00pm Thu 16/05/24 - 6:15pm Fri 17/05/24
US - EDT: 3:00pm Thu 16/05/24 - 9:15pm Fri 17/05/24

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. 

You'll 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.

As of 11:35am AEST Tue 22/05 we have now processed adjustments to correct the "application fee" charged on each payment in Stripe. This will result in an increase to your current Stripe account balance. 

In your Stripe Dashboard, in the Payments ➜ All Transactions area, you will see an "Adjustment" for each affected order payment. The amount is a credit to your Stripe balance, and equates to the overcharged fee amount for that order payment. 

These funds in your Stripe balance will become available for payout from your Stripe account according to Stripe's standard payout speeds. 

Reviewing payments for your store.

Should you wish review the affected payments at your store, you can do so using the new Payments Held by Order report in Bopple Back Office via Reports ➜ Payments & Fees. This report will show you a list of the affected orders, and then provide details of the total of adjustments made to your Stripe account balance.