Why Am I Seeing So Many Incomplete Stripe Payments in GetPaid?

If you notice a large number of incomplete payments in your Stripe account when using the Stripe Payments add-on for their GetPaid plugin, rest assured that this is a common occurrence. These incomplete charges often appear as “Incomplete” or “Requires Confirmation” in your Stripe dashboard. 

Understanding Stripe’s payment intent system is key to making sense of this.

What Are Payment Intents?

Stripe uses a concept called "Payment Intents" to handle the flow of a transaction. A Payment Intent is created when a customer initiates the checkout process. It represents Stripe’s record of your attempt to collect funds from that customer. Think of it as a placeholder waiting to be completed. Every step of the way—calculating tax, choosing a payment method, handling authentication—relates back to this Payment Intent.

Here’s what typically happens:

1. Customer Begins Checkout:
   When a customer clicks “Pay” or starts the checkout process, the GetPaid plugin creates a Payment Intent in Stripe. At this point, you see a new entry in Stripe, but payment hasn’t been confirmed yet.
2. Customer Authentication and Verification:
   Depending on the customer’s card, location, and other factors, Stripe may require additional authentication steps (like 3D Secure). If the customer does not complete these extra steps, the Payment Intent can’t move forward and stays “incomplete.”
3. Customer Abandons or Doesn’t Confirm Payment:
   Sometimes, customers leave the page before finishing. Since the Payment Intent was never finalized, it remains incomplete. This is similar to someone putting items into a shopping cart and walking away before checking out.
4. Payment Method Fails or Times Out:
   If the card can’t be charged or the customer’s bank requires extra steps that the customer doesn’t complete, the Payment Intent won’t be finalized. The attempt stays logged, but no payment is collected.

Why Do So Many Show Up as Incomplete?

In practice, every initiated checkout attempt creates a Payment Intent, but not all are finalized. Here’s why you might see quite a few of them:

• Lots of Window Shoppers:
  Some people start but never commit. They might have changed their minds, gotten distracted, or simply tested the process.
• Additional Verification Not Completed:
  If a bank or card issuer demands extra identity checks and the buyer doesn’t follow through, the Payment Intent remains in limbo.
• Multiple Attempts on the Same Purchase:
  Some customers retry payments multiple times, causing multiple Payment Intents to show up, only one of which might eventually get completed.

What Can You Do to Reduce Incomplete Payment Intents?

• Streamline Your Checkout:
  Make sure the checkout page is clear, easy to navigate, and quickly leads customers to a final decision. The fewer steps they must take, the fewer chances they have to drop off.
• Communicate Clearly About Additional Steps:
  If authentication is needed, ensure your customers understand what’s happening. Simple instructions and reassurance can encourage them to complete the steps.
• Enable Multiple Payment Methods:
  Offering a variety of trusted payment options can minimize incomplete attempts caused by specific card issues or errors.
• Send Friendly Follow-Ups:
  If possible, gently remind customers who didn’t finalize payment. A short, polite email asking if they need help often nudges them to return and complete the transaction.

Incomplete Stripe payments aren’t unusual. They’re the visible trace of customers who started the payment process but didn’t finish it. Stripe’s Payment Intent system is designed to track every attempt so you can gain insights into your checkout flow. By simplifying the process, guiding customers through required authentication steps, and providing multiple payment methods, you can reduce the number of incomplete payments and encourage more successful transactions.