Handling System Failures during Payment Communication

Handling system failures during payment processing requires real-time identification of the issues in addition to offline detection, with the goal of eventual consistency. No matter what goes wrong, our top priority is to make sure that customers receive service for which they’ve been charged, and aren’t charged for service they haven’t received. Accurate payment processing is a crucial element in being worthy of trust, a core Dropbox company value.

In a standard system of this kind, failures might result in page load errors or a failed database transaction. System failures during a charge request can result in uncertainty about where the money for that request ended up: is it in our company’s account or still in the customer’s account?

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