Problems with some orders blocked commands.

  • Resolved logancommunika

    (@logancommunika)


    2 years, 7 months ago

    WordPress : 6.3.1

    theme : Avada

    PHP : 7.4

    hello I am currently experiencing problems on an e-commerce site with woocommerce. Some orders (plus or minus 10%) remain blocked in the “pending payment” status. Users of the site carry out the payment procedure, are debited and then refunded. I contacted Stripe who certifies me that he has no record of these payments. I can’t find a link between orders that remain blocked pending. I have many successful orders but some without I can explain. This is very dangerous because the user finishes his procedure and is debited so he thinks that his order is passed.

    The page I need help with: [log in to see the link]

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  • Plugin Support Shameem – a11n

    (@shameemreza)

    2 years, 7 months ago

    Hi @logancommunika

    This can indeed be a confusing situation for your customers.

    By the looks of it, this could be a result of a plugin or theme conflict. We suggest following these steps to eliminate the conflict:

    • Temporarily switch your theme to Storefront.
    • Disable all plugins except for WooCommerce and Stripe plugin.
    • Repeat the action that is causing the issue.

    If the problem does not persist after completing the conflict test, it indicates that the conflict was with the deactivated plugins and/or theme. To identify the specific plugin causing the conflict, reactivate your other plugins one by one, testing after each activation, until you pinpoint the one causing the conflict. You can find a more detailed explanation of conducting a conflict test here.

    If none of the above steps work, please check with your hosting provider to ensure that server-side caching is not affecting the payment status updates.

    Additionally, please can you share a copy of the following:

    • System Status Report: Navigate to WooCommerce → Status. Select Get System Report and then Download for Support.
    • Fatal Error log: Share a copy of any fatal error log found under WooCommerce → Status → Logs.

    You could copy and paste your reply or share it via https://pastebin.com/ and send the link here. This will help us investigate further and provide you with a more accurate solution.

    Let us know how that goes. Looking forward to helping you.

Viewing 1 replies (of 1 total)

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