-User is inquiring why the amount of the payment : pi_xxxxxxxxxxxxxx is incorrect.

-dashboard logs req_xxxxxxxxxxx shows the user is using Woocommerce to create charges

-Account type: direct

-callback details:

The merchant should not be called

The time right now is 09:15 PM in the merchant's local time (Asia/Kolkata)

Internal Note checklist

User-Account Type - Direct

User-Account ID - acct_28DT5890KAxCGbLmxyZ

Have you checked all related cases? Yes

Have you read through the entire thread? Yes

List all user's concerns/inquiries

• Payment amount was incorrect

Topic: Payment Inquiry

Summary of the issue: User reached out on email regarding the incorrect amount of payment (pi_xxxxxxxxxxxxxx)

Steps I took -

List down/summarize the steps taken:

1. checked lumos for payment related topics

2. checked confluence for relevant information

3. reviewed dashboard

4. applied necessary Rp and macro

5. The merchant should not be called outside call time proceed with email.

   
   

Check Lumos (RP used) ->

Rp 1: Other::Woocommerce

macro 1 : WooCommerce Request Consent

RP 2 : support:: callback workflows

macro 2 : Tag as User Outside Call Times

Check Confluence -> https://confluence.corp.stripe.com/pages/viewpage.action?pageId=223230249

Specific Dashboard link (Make sure it is Public URL and not Admin) -> N/A

Check Public Documentation (Docs, Support, API, etc.) -> N/A

Final Outcome -> Resolution -

Reviewed the account and found out the user is using woocommerce. Advised the merchant that stripe can loop in woocommerce support in the ticket for further assistance. As all contents will be shared with woocommerce we would be needing explicit consent. The customer is on a non callable time- outside call time so sent an email for communication.

**Have you checked all related cases?** YES
**Have you read through the entire thread?** YES

**List all user's concerns/inquiries**
Topic: Payment
Summary of the issue: User is inquiring why the amount of the payment was incorrect

Steps I took - (Replace with the most accurate information) List down/summarize the steps taken:

1. Checked user's Dashboard to confirm payment details-created using WooCommerce

2. Checked Lumos for related information about the WooCommerce

3. Checked Confluence if issue can be assisted by us or WooCommerce

4. Checked Lumos if the merchant is callable - merchant should not be called (The time right now is 9:15 PM in the merchant's local time (Asia/Kolkata))

5. Sent email to user requesting consent to include third party in the ticket
   

Check Lumos (RP used) -> 

RP (1) Other::Woocommerce

RP (2) Support::Callback Workflows

Macros (1) WooCommerce Request Consent

Macros (2) Tag as User Outside Call Times

Check Confluence -> https://confluence.corp.stripe.com/display/USERKB/Third+Party+Support+Addresses+and+FAQs

https://confluence.corp.stripe.com/display/USERKB/WooCommerce+Merchant+Specific+Flow

Specific Dashboard link (Make sure it is Public URL and not Admin) -> N/A

Check Public Documentation (Docs, Support, API, etc.) -> https://woocommerce.com/document/stripe/#payment-request-buttons

Final Outcome -> Pending. Confirmed charge was created using WooCommerce. Unable to provide assistance. Sent email to the user requesting consent to include the third party to resolve the issue.

User-Account ID: acct_28DT589O8KAxCGbLmxyZ

Have you checked all related cases? Yes

Have you read through the entire thread? Yes

Topic: Wrong Payment Amount

Summary of the issue: The user is inquiring regarding the wrong payment amount received for PI_xxxxxxxxxxxxxxxxxx.

**Object ID/ (payout ID): PI_xxxxxxxxxxxxxxxxxx.

Steps I took: Checked the DB for the charged details, Lumos Look up charge details and Macro. Also checked some docs and confluence pages regarding the payment plugins used.

- Lumos: 

Support::Callback Workflows

Other::Woocommerce
Payments::Payment Inquiry::Find A Payment

-Macro
Tag as User Outside Call Times

WooCommerce Request Consent

- Confluence:

https://confluence.corp.stripe.com/display/USERKB/WooCommerce+Merchant+Specific+Flow

https://confluence.corp.stripe.com/display/CS/WooCommerce+Tier+1+Troubleshooting

- Public Docs:

https://stripe.com/en-my/customers/payment-plugins

- Dashboard tab: N/A

- Resolution: Pending. Unable to call the user as the time outside call time hours. Sent an email asking for them if they want to connect with WooCommerce as they used this Plugin for their charges and are waiting for their response.

- Does this require it to be escalated: - NO

User-Account Type - Direct
User-Account ID - acct_28DT589O8KAxCGbLmxyZ
Have you checked all related cases? YES
Have you read through the entire thread? YES

**List all user's concerns/inquiries**
Topic: Payment
Summary of the issue: The user is inquiring why the amount of the payment is incorrect.

List down/summarize the steps taken
Steps I took:
-Check the user's account in Lumos

-Checked Confluence for Payment and Woocommerce
-Checked Stripe Docs for Payment and Woocommerce
-Checked Lumos for Payment and Woocommerce
-Find the relevant RP for this concern

-send email

**Lumos and (RP used)**
RP: Other::Woocommerce
Macro: WooCommerce Request Consent

RP: Support::Callback Workflows

Macro: Tag as User Outside Call Times

Check Confluence -> https://confluence.corp.stripe.com/display/USERKB/WooCommerce+Merchant+Specific+Flow

Specific Dashboard link (Make sure it is Public URL and not Admin) -> Link
Check Public Documentation (Docs, Support, API, etc.) -> Link

Final Outcome -> / Pending / The user needs to communicate with WooCommerce whether or not this can be resolved by them. Ask the connected user if they'd like for WooCommerce Support to be looped into the ticket to get an explicit consent, remind them that all contents in the email will be shared with WooCommerce and sent a follow up email.