Thread Starter
sanjas
(@sanjas)
Can we somehow privately share system report with you?
Also we have enabled “Log error messages” under the WooCommerce > Settings > Payments > Stripe > Settings > Advanced settings. But unfortunately this was done today, so we don’t have logs from two days ago.
And when submitting a demo order today, no issue was present.
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This reply was modified 9 months, 4 weeks ago by
sanjas.
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This reply was modified 9 months, 4 weeks ago by sanjas.
Hi @sanjas,
Thanks for sharing the details and system report. I can see why duplicate charges would be concerning, and I’m happy to narrow this down with you. We also received your system report before it was edited out.
From your system report:
- Your hosting/server setup looks fine
- WooCommerce and database versions match (10.0.4).
- Action Scheduler is present and working.
- I also noticed you have several marketing/automation plugins active (like FunnelKit Automations / BWFAN, Mailchimp carts, Zapier, MemberPress). These types of plugins sometimes hook into the checkout or payment process and can cause orders or payment attempts to be duplicated if they trigger the charge more than once.
- No obvious PHP or server misconfiguration stands out in the report.
Could you share:
- Which payment method the customer was using when the duplicate charges occurred? Is it with Stripe or SUMO?
- A screenshot or copy of the order notes for one of the duplicated cases? Be sure to blur out any sensitive information.
That will help confirm if WooCommerce is firing the payment request multiple times or if the gateway is re-sending confirmations.
What I suggest as next steps:
- Check the WooCommerce order notes for one of the affected orders. This will show whether WooCommerce itself created multiple payment attempts or if the gateway returned duplicate confirmations.
- Temporarily disable all plugins except WooCommerce and Stripe, and run a test order to see if the duplicate charge happens again. Do the same with SUMO: https://woocommerce.com/document/how-to-test-for-conflicts/.
- Ensure that your payment gateway plugin is updated to the latest version. If this is with Stripe/PayPal/etc., you may also want to check the gateway’s logs (under WooCommerce → Status → Logs) for that order ID. If it’s with SUMO, you can contact their support team.
Let us know how it goes. Looking forward to your response.
Thread Starter
sanjas
(@sanjas)
Hi @frankremmy,
thank you for the reply.
SUMO is not a payment method itself, but rather a plugin that enables subscription-based purchasing, allowing customers to pay for products in installments over a specified period.
The SUMO plugin integrates with WooCommerce to automatically generate monthly orders for the duration of the installment plan. All actual payment processing occurs through Stripe and your payment plugin.
As requested, I’ve attached a screenshot of a completed order from one of the cases where duplicate charging occurred. You can view it here: https://we.tl/t-ildN3cpIAZ
You suggested I should temporarily disable all plugins except WooCommerce and Stripe, then processed a test order. This was not needed though, because I made a test order while all the plugins were still enabled, but today I was charged only once with no errors occurring. It’s worth noting that this duplication issue doesn’t happen consistently and has only appeared with orders related to installment payments.
Thank you for your continued assistance in resolving this matter.
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This reply was modified 9 months, 4 weeks ago by sanjas.
Hi there!
Thank you for sharing more information about the issue.
Since you mentioned that the issue only occurs with orders paid in installments, this may indicate a conflict between the SUMO plugin and Stripe.
However, to find the root cause of the issue, To help us investigate further, could you please share screenshots from your Stripe dashboard showing the transactions related to this order from 18 August 2025?
Thread Starter
sanjas
(@sanjas)
Hi @shahzeenfarooq,
of course, here’s the screenshot: https://we.tl/t-s8DKMo69Gn
As you can see, this issue occurred a couple of times already.
Let me know if any additional screenshot is needed.
Hi @sanjas,
Thanks again for the screenshot. We’re trying to identify a consistent pattern behind the duplicate charges, so a few clarifying questions would help:
- Were the refunded orders (41362, 40699, 38455) all generated via SUMO and processed through Stripe?
- Was the failed order 40096 also part of a SUMO installment plan, or was it a one-time purchase?
- Do you see any error messages or unusual logs in the WooCommerce → Status → Logs section related to Stripe or SUMO around the time those orders were processed?
- Do the affected orders show multiple PaymentIntents or duplicate charges for the same order ID in the Stripe dashboard? PaymentIntent is something like pi_XXXXXXXXXXXXXXXXX
To narrow down the root cause, we recommend switching to Stripe Test Mode and running a series of test orders. You can also copy your site using WP Staging and test from there.
Please try the following:
- Disable all plugins except WooCommerce and Stripe.
- Place like 5 test orders manually or via scheduled actions.
- Observe whether any duplicate charges or reversed orders occur.
Test Set 2:
- Enable SUMO alongside WooCommerce and Stripe.
- Place 5 test installment orders and monitor how SUMO triggers the scheduled payments.
- Check if any duplicate PaymentIntents are created or if Stripe logs show anomalies.
The goal is to see if we can reproduce the intermittent behavior in a controlled environment. Be sure to sure your observations in the logs.
Let us know what you find. We’re here to help you get to the bottom of this.
Thread Starter
sanjas
(@sanjas)
Hi @frankremmy,
thank you for the reply.
- Yes, orders 41362, 40699 and 38455 were all generated via SUMO and processed through Stripe.
- Was there a typo on your side? Failed order has ID 41165 and this payment initially failed due to insufficient funds. The order you referred to with ID 40096 has “reversed” status (not sure why because it was refunded like the rest of the duplicated payments).
- I don’t see anything concerning in the logs or maybe I’m not sure what to look for. We’re happy to provide you with login credentials so you can check it yourself.
- I checked the payments from this month’s order with ID 41362. Both payments have only one PaymentIntent / one pi_XXXXXXXXXXXXXXXXX. These PaymentIntents have unique value (they aren’t duplicated).
We’ll set up a staging environment and do the recommended tests.
Thread Starter
sanjas
(@sanjas)
I noticed some patterns that might help with debugging:
- The duplicated charges only occur for orders scheduled to be processed on the 18th of each month (when customers set up installment payments, they can choose to pay immediately – next installment is then on the same date next month, or pay on the 8th, 18th, or 28th of the month.
- Most clients choose the 18th, so a large number of orders are processed on that date and at the same time (2 AM).
Could this cause multiple payments for the same order being executed?
Hi Sanja,
Thanks so much for clarifying the order IDs and confirming what you’re seeing with the PaymentIntents. That helps a lot.
Regarding your observation that duplicate charges only occur for orders scheduled on the 18th, that’s likely just how SUMO has been set to batch-process payments and shouldn’t, in itself, affect how the orders are processed, even the volumes.
Since we now know the affected orders were generated via SUMO and processed through Stripe, and that the PaymentIntents themselves are not duplicated, this points to something happening between SUMO and Stripe.
Could you please go ahead with the second part of narrowing down the root cause? Specifically:
- Switch Stripe into test mode.
- Place a set of test orders directly between Woo and Stripe, and then between Woo, SUMO, and Stripe.
- Keep an eye on the logs as you do this.
You can certainly go above the five test orders I suggested earlier if you’d like. The more data points, the better we can catch the intermittent behaviour.
Thread Starter
sanjas
(@sanjas)
Hi @frankremmy.
We created a staging site, set up a daily installment payment of 1 € and enabled Stripe test mode.
I then placed at least 10 orders and will check tomorrow when the next installment payments are scheduled.
I can confirm that submitting regular orders without installment payments has never resulted in duplicate charges.
Hi @sanjas
Thanks for setting up the staging site and confirming that duplicate charges only happen with SUMO installment renewals, never with regular one-time orders. That really helps narrow the issue down to how SUMO is handling scheduled payments with Stripe.
Monitoring the test installment payments in Stripe test mode tomorrow will be key. If duplicates appear there, we’ll have proof that SUMO is triggering multiple charges and can share that with their developers. If not, then it may be something unique to your live setup or the large batch processing on the 18th. Please let us know what you find once the staged installments run.
Thread Starter
sanjas
(@sanjas)
Hi,
After a few days of testing with daily instalment plans, I can confirm that no issues occurred on the staging site and we were never double-charged for the same order.
The only noticeable difference between staging and production is the number of orders and the timing:
- On production site, there’s 100+ orders that are created on the same day (on staging only 10+).
- On the production site, users choose payment on the 18th, which automatically creates all new orders at 2 AM on that day.
What steps can we now take, to ensure that the issue won’t occur again on September 18th in production?
Best, Sanja
Hi there!
Thank you for sharing more information about the issue. In this case, to assist you further, we suggest reaching out to the SUMO Subscriptions plugin support team and asking why that order is being charged twice. Since normal orders are working fine, I suspect there might be a configuration issue with that specific order. As the plugin support team is most familiar with their settings, they’ll be able to guide you on how to fix this.
Please let us know what they suggest.
We haven’t heard back from you in a while, so I’m going to mark this as resolved – we’ll be here if and/or when you are ready to continue.
We’d love your feedback – please leave us a review: https://wordpress.org/support/plugin/woocommerce-gateway-stripe/reviews/
