Thread Starter
fotske
(@fotske)
Hi,
FYI I also contacted the WooCommerce plugin support concerning this issue and here is their reply:
Hi @fotske,
Thanks for reaching out and for the detailed breakdown. I can see how confusing this must be.
From what you’ve described, it looks like the Stripe plugin may not be sending the expected responses back to WooCommerce, which is likely why the usual order notes and email notifications weren’t triggered.
Since this relates specifically to how the WooCommerce Stripe Gateway is processing the payment and updating order data, I recommend reaching out directly to the support team here: https://wordpress.org/support/plugin/woocommerce-gateway-stripe/ ( https://wordpress.org/support/plugin/woocommerce-gateway-stripe/ )
They’ll be best equipped to help investigate this further. Thank you.
Thank you for investigating this issue asap.
Hi there!
I understand that after updating to WooCommerce 9.9.5 and Stripe Gateway 9.5.3, you’re no longer receiving the store owner email for new orders, and some key order notes—like “Order status changed from Pending payment to Processing” and “Stripe payment complete”—are missing, even though the order appears as Processing and the payment was successful.
I have tried to replicate that issue on my test site by place an test order and I can see everything is appearing fine. I can see “Order status changed from Pending payment to Processing” and “Stripe payment complete” notes are being created when iorder place.
To assist you further, could you please share a screenshot of the order notes? Also, could you confirm whether this is happening for all orders or only specific ones?
Additionally, can you please try placing a test order to see if you’re able to replicate the issue? You can follow the steps in this guide:
👉 https://woocommerce.com/document/stripe/customer-experience/testing/
Please try using different test card numbers (e.g., Mastercard, American Express) to check if the issue occurs across all card types. You can find the test card numbers here:
👉 https://docs.stripe.com/testing
In the meantime, I’d like to understand your site properly. Please share with us the necessary information below for us to investigate the issue further:
- System Status Report which you can find via WooCommerce > Status
- Fatal error logs (if any) under WooCommerce > Status > Logs.
Please use https://pastebin.com/ or https://gist.github.com/ and share a link to that paste in reply here. Once we have more information, we’ll be able to assist you further.
Hi @fotske,
Thank you for getting in touch. I understand how frustrating and confusing this issue can be, especially since other plugins rely on this function to execute their commands.
I tried to replicate the issue on my end but wasn’t able to. To help me better understand your setup, could you please share your System Status Report? You can find it by going to WooCommerce > Status > Get system report > Copy for support, and then paste it using a tool like Pastebin or gist.github.com.
Additionally, please share a screenshot of an affected order where the order note didn’t appear. I’d also like to confirm: did the order status actually change to “Completed”, and only the order note failed to generate? This will help narrow down what might be going wrong.
Thread Starter
fotske
(@fotske)
Hi,
For the moment, I only had one real order after updating to WooCommerce 9.9.5 and Stripe Gateway 9.5.3 (the one that is problematic). So I can’t say if it’s happening to all orders. I tried a “fake order” paid by bank transfer (so not via Stripe) and it worked, I received the WooCommerce “new order” email as the shop manager.
Before updating the plugins, I also made a test on my staging website but with a Bancontact payment (not a credit card payment) and it seemed fine (in test mode).
Please find a screenshot of the order notes here: https://snipboard.io/v7UcdX.jpg
Please also find my system status report: https://pastebin.com/aRc1PWy6
There is a fatal error but it has nothing to do with this issue, it concerns a backup plugin and this fatal error occurs every day since months/years (without affecting WooCommerce and your plugin or the WooCommerce orders). There is no fatal error related to this issue.
The order changed to “Completed” in the orders’ list in WooCommerce (but not in the order notes, as you can see).
I think that the issue is that Stripe did not send the payment ID back to WooCommerce but I don’t know why.
Thank you in advance for your help.
Hey there,
Thanks for your answer. I have some questions for you that can help us troubleshoot this issue further:
- Does the issue happen with all your customers?
- Is the debug logging option enabled in Stripe? If so, if any errors are logged, you’ll find those under WooCommerce > Status > Logs tab. There will be a Stripe log for every day that logging is enabled. Please send it to us.
- Can you please send us the link to your staging site so we can test this on our side?
- Do you see the payment on your Stripe dashboard?
- Can you check if the “Enable the legacy checkout experience” option is disabled?
Thread Starter
fotske
(@fotske)
Hi,
I now received 2 other orders on my website: one paid by credit card and the other one paid bby Bancontact and everything was fine with those 2 orders (I received the WooCommerce email, the Stripe payment is complete in the order notes, and the order status changed to “Completed” in the order notes).
Maybe this issue was “isolated” on one specific order? I think that the customer put products into its cart with a coupon code and then left the cart page for too long without any activity. Then the customer went back to the cart page and it indicated that the coupon code had already been used, which was not the case since the customer did not finalize the order. Then the customer logged out from its client account, cancelled the cart and re-tried to make its order (the coupon code did not work because WooCommerce thought that he had already used it) and then I think the customer received some kind of error message linked to the coupon code that was not valid but the order was placed and paid anyway (without coupon code).
So maybe the issue is due to the inactivity of the cart, then a new activity with the same customer but with issues with a coupon code, and it created some kind of “bug” with Stripe. Anyway, it is not normal but maybe it helps you to find some issue somewhere.
Concerning your questions:
- It did not happen to the last 2 orders. I will continue checking if everything works with the new orders.
- Yes. I found 3 logs that could maybe be interesting to you (related to the problematic order):
2025-06-25T06:55:36+00:00 Débogage ====Stripe Version: 9.5.3==== ====Stripe Plugin API Version: 2024-06-20==== ====Start Log==== Stripe PaymentIntent pi_3RdnESKD9o3frZ5A0HVUAPp9 succeeded for order 35424 ====End Log====
2025-06-25T06:55:36+00:00 Débogage ====Stripe Version: 9.5.3==== ====Stripe Plugin API Version: 2024-06-20==== ====Start Log==== Processing payment_intent.succeeded (pi_3RdnESKD9o3frZ5A0HVUAPp9) asynchronously for order 35424. ====End Log====
2025-06-25T07:00:07+00:00 Débogage ====Stripe Version: 9.5.3==== ====Stripe Plugin API Version: 2024-06-20==== ====Start Log==== Skipped processing deferred webhook for Stripe PaymentIntent pi_3RdnESKD9o3frZ5A0HVUAPp9 for order 35424 – payment already complete. ====End Log====
- Not yet. I will send it to you if I have other issues with other orders. At the moment, the other orders seem to work. Let’s wait for some days to check.
- Yes. I see the payment in my Stripe dashboard
- It is disabled
Hi @fotske,
Thank you for the thorough follow-up and for sharing all the details. I’m happy to hear that the last two orders, one by credit card and one via Bancontact, went through without any issues and that the expected order notes and emails were generated correctly. That’s a good sign.
From what you’ve described, it does sound like the initial issue might have been isolated to that one order, possibly due to the cart inactivity, coupon behavior, or a session-related conflict during checkout. While it’s not ideal, your observations are helpful and might point to a rare sequence of events that disrupted the normal flow.
If the issue happens again, please don’t hesitate to get back to us. It would be helpful to have the system status report, the specific order notes, Stripe logs, and if possible, a link to your staging site to dig deeper.
We’re here if anything else comes up!
Thread Starter
fotske
(@fotske)
Hi,
I now had 2 other types of issues with the latest version of your plugin:
- For some orders paid by Bancontact, I received (as the store owner) the email confirming the order twice. And in the order notes, it’s like the Stripe payment has been completed twice whereas I only received the payment once and it’s only one order. Example of the order notes here: https://snipboard.io/38kNup.jpg (It only happened with Bancontact payments)
- For one order paid by credit card, it seems that the SCA Stripe authentication failed (see here: https://snipboard.io/QNYukj.jpg). However, it seems that I received the payment in my Stripe dashboard (payment is marked as “Succeeded”) and here is the detail (https://snipboard.io/YJhogZ.jpg). I’m not sure that I undestand all the details but it seems that the payment failed with a Visa card and then the customer used another Visa card and the payment succeeded. But I did not receive an email from WooCommerce confirming this order (to the store owner) since it looks like the Stripe plugin may not be sending the expected responses back to WooCommerce, which is likely why the usual order notes and email notifications weren’t triggered. So I don’t even know if I have to fulfill this order.
Thank you in advance for your help and for solving all those issues with the plugin.
Hi there,
Thank you for sharing these detailed observations and screenshots — that’s very helpful.
To assist you further, could you please enable testing mode on a staging site and share the URL with us? This will allow us to investigate the behavior without affecting your live store.
You can follow the instructions in the guide below to enable testing mode for Stripe:
👉 https://woocommerce.com/document/stripe/customer-experience/testing/#enabling
Thread Starter
fotske
(@fotske)
Hi,
What do you mean by “share the URL with us”? Which URL are you talking about exactly?
Thank you very much.
Hi @fotske,
I believe my colleague was asking you to share the link to your staging site with test payments enabled so we can attempt a test purchase.
Going over the issue you’ve described, it sounds like you’re experiencing two related problems: not receiving emails for completed orders and receiving duplicate emails for a single order — is that correct?
If so, could you let us know how consistent this behavior is? Has it happened just once in each case, or are you seeing this occur more frequently? To properly investigate, it would be helpful if we could reproduce the issue on a staging site.
To set that up, you can clone your live site to a subdomain or a directory using a plugin like WP Migrate Guru. Once done:
Once everything is in place, please share the staging site URL. We’ll then run a few test orders to see if the issue can be replicated.
Hi @fotske
I would like to inform you that the issue regarding the “Payment Successful” email being sent twice is a known issue. Our developers are actively working on a fix, and it is planned to be resolved in the next version, scheduled for release on July 8.
You can follow the progress of this issue here:
🔗 GitHub Pull Request #4437
Thank you for your patience and understanding.
Thread Starter
fotske
(@fotske)
Hi,
The Github Pull Request #4437 that you mention should solve the issue concerning the fact that for some orders paid by Bancontact, I received (as the store owner) the email confirming the order twice (if I understood correctly).
However, there are still other important issues related to your plugin:
- For one order paid by credit card, it seems that the SCA Stripe authentication failed (see here: https://snipboard.io/QNYukj.jpg). However, it seems that I received the payment in my Stripe dashboard (payment is marked as “Succeeded”) and here is the detail (https://snipboard.io/YJhogZ.jpg). I’m not sure that I undestand all the details but it seems that the payment failed with a Visa card and then the customer used another Visa card and the payment succeeded. But I did not receive an email from WooCommerce confirming this order (to the store owner) since it looks like the Stripe plugin may not be sending the expected responses back to WooCommerce, which is likely why the usual order notes and email notifications weren’t triggered. So I don’t even know if I have to fulfill this order.
- For the last order that I received in WooCommerce (which was paid by credit card), I did not receive any email from WooCommerce (as the store owner) with the order details. However the order is in green (“Processing”) in the orders list in WooCommerce. But when I check the order details, there is no payment date and there is only a “Payment intent” in the order notes (check here: https://snipboard.io/nrqxY1.jpg) whereas I received the payment in my Stripe account. So again Stripe is not sending back the “payment completed” information correctly to WooCommerce!
How and when are you going to solve those important issues?
For point number 2. I tried to check the WooCommerce logs and I found the following logs:
https://snipboard.io/VvtkBT.jpg
https://snipboard.io/qxkcQW.jpg
Maybe it can help you find the issue and solve it?
Thank you in advance for your help.
Hi there!
Thanks for providing all those details and screenshots — they’re really helpful.
From what you’ve described, it sounds like Stripe is successfully receiving the payment, but WooCommerce is not being updated properly. This typically occurs when Stripe webhook events are not being received or processed correctly by your site.
Could you please make sure that your Stripe webhooks are configured properly?
Here’s a helpful guide on how to check and reconfigure them:
🔗 https://woocommerce.com/document/stripe/setup-and-configuration/stripe-webhooks/
If everything looks fine, for testing purposes, could you please enable Stripe test mode and try placing a few test orders?
You can follow this guide:
🔗 https://woocommerce.com/document/stripe/customer-experience/testing/
Then check if you receive email.
The more information we have, the more accurately we can assist you.
Thank you!
Thread Starter
fotske
(@fotske)
Hi,
I can confirm that the Stripe webhooks are configured properly. Everyhting is in green and the last LIVE webhook treated with success has been registered on the 4th of July (today).
Then I activated the TEST mode on my staging website (which is a copy of my current website) and I made 3 test orders paid by credit card. For the 3 orders, I received the email from WooCommerce as the store owner. So in test mode it seems ok. So I don’t know why it happens for some orders paid by credit card on my live website. It probably happens when people have issues when they try to pay (with security checks) but I can’t test this kind of issues when I’m in TEST mode, it just happen with real customers.
I also made 2 tests with the Bancontact payment method in test mode and I did not receive the double emails as the store owner. So this test does not replicate the reality neither in test mode…
What are you going to do?
