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Resova “customer” Error When Attempting Payment After a Refund

This error occurs when a booking has already been paid, then refunded, and the system attempts to reuse the same saved payment token to charge the customer again. After a refund, the original payment token is disabled to prevent accidental double-charging, which causes the payment attempt to fail.

Error Message

⚠️ The error will appear exactly as follows

"There was an error with this payment: You passed an empty string for 'customer'. We assume empty values are an attempt to unset a parameter;however 'customer' cannot be unset. You should remove 'customer' from your request or supply a non-empty value."

When This Happens

This issue typically occurs when:

  • A booking was paid
  • The payment was later refunded
  • There is an attempt to charge the same booking or check again

Resova stores a payment token for card transactions. Once a refund is processed, that token is disabled and cannot be reused, which results in this error.

This is expected behavior and prevents duplicate or unintended charges.

How to Verify

To confirm what happened:

  1. Log in to the customer’s card payment processor (e.g. CardPointe, Stripe).
  2. Look up the transaction to verify:
    • Whether the payment was successfully charged
    • Whether a refund was issued
    • Whether there are no remaining active charges

This will confirm that the error is related to a refunded payment token and not an active charge.

Resolution

To collect payment again:

  • Do not reuse the original payment
  • Create a new payment request
  • Send the customer a payment link via email
  • Ask the customer to complete the payment using the new request

This ensures a new, valid payment token is created.

  • This is not a system bug

  • This is expected behavior after refunds

  • Payments must always be reprocessed using a new payment method or link