Card Payment is paid through the Stripe, but woocommerce says unpaid order

Resolved werfewr
(@werfewr)

1 year, 10 months ago

Hello, I am trying to debug, why some of orders are being “Canceled” automatically. When I look to the order, there is waiting for payment, but in Stripe administration, I can see the payment went through the Stripe without problem.

What should I check? Can it be caused by WP cron? Best regards, Aleš

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

Viewing 7 replies - 1 through 7 (of 7 total)

(@anastas10s)

Hi there @werfewr 👋

Thanks for reaching out about this. Let’s troubleshoot it together!

I am trying to debug, why some of orders are being “Canceled” automatically. When I look to the order, there is waiting for payment, but in Stripe administration, I can see the payment went through the Stripe without problem.

What should I check?

Let’s start with checking in a couple of places, for starters:

To clarify, is the WooCommerce Stripe Payment Gateway plugin updated to the latest version available? (version 7.9.1, at the time of writing this)
Did you already have a chance to make sure error logging is enabled, as exemplified here, and see what the logs reveal, or otherwise?

I hope that helps! Let us know how it goes.

smgdarien

(@smgdarien)

1 year, 10 months ago

Facing the same issue

Zee

(@doublezed2)

1 year, 10 months ago

Hello smgdarien

Thank you for contacting WooCommerce support.

Since all websites are built differently and run in different environments.
Therefore, as per our Support Policy, I will suggest you create a new topic so we can assist you separately.

I appreciate your understanding. 🙂

Thread Starter

werfewr

(@werfewr)

1 year, 10 months ago

Hello Support,

We have the latest plugin version and I have just enabled the Logging.

What should I do next?

Afzal (woo-hc)

(@afzalpansuvi)

1 year, 10 months ago

Hi @werfewr,

Thank you for your reply and for enabling the logging feature. This will help us diagnose the issue more effectively. The next step is to check the order notes and the Stripe logs to see if there are any errors or warnings related to the payment or the order status. You can find the order notes in the WooCommerce > Orders > Edit Order screen, and the Stripe logs in the WooCommerce > Status > Logs > stripe-*.log files. If you see any messages indicating a failed webhook, a timeout, or a status mismatch, please share them with us.

Please also test the payment process with a different payment gateway, such as PayPal or WooCommerce Payments, to see if the issue persists. This will help us isolate the problem to Stripe or to WooCommerce in general. You can use a test mode or a sandbox account to avoid charging real money.

Please let us know the results of these steps and provide us with a copy of your system status report. You can find it in the WooCommerce > Status > Get system report screen. Please copy and paste it in your reply, or use a service like Pastebin to share the link.

We appreciate your cooperation and patience.

Thread Starter

werfewr

(@werfewr)

1 year, 10 months ago

Hello,

at 1st – this issue is not persistent. It happens like 3 times in month, so I will need to wait till it happen to be logged into the logs. However logging of stripe is working. I already saw declined cards.

2nd) We do not have othe payment methods than Stripe and Bank transfer.

3rd) Here is the system report:

`
### WordPress Environment ###

WordPress address (URL): https://kadu.store
Site address (URL): https://kadu.store
WC Version: 8.5.2
REST API Version: ✔ 8.5.2
WC Blocks Version: ✔ 11.8.0-dev
Action Scheduler Version: ✔ 3.7.1
Log Directory Writable: ✔
WP Version: 6.4.3
WP Multisite: –
WP Memory Limit: 256 MB
WP Debug Mode: –
WP Cron: –
Language: cs_CZ
External object cache: ✔

### Server Environment ###

Server Info: Apache/2.4.58 (Debian)
PHP Version: 8.0.30
PHP Post Max Size: 100 MB
PHP Time Limit: 300
PHP Max Input Vars: 10000
cURL Version: 7.64.0
OpenSSL/1.1.1n

SUHOSIN Installed: –
MySQL Version: 10.4.20-MariaDB-1:10.4.20+maria~buster-log
Max Upload Size: 100 MB
Default Timezone is UTC: ✔
fsockopen/cURL: ✔
SoapClient: ✔
DOMDocument: ✔
GZip: ✔
Multibyte String: ✔
Remote Post: ✔
Remote Get: ✔

### Database ###

WC Database Version: 8.5.2
WC Database Prefix: wph_
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### Security ###

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Hide errors from visitors: ✔

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FluentSMTP: Autor: FluentSMTP & WPManageNinja Team – 2.2.71
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Advanced Custom Fields PRO: Autor: WP Engine – 6.2.6.1
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Mailchimp for WooCommerce: Autor: Mailchimp – 3.6
MalCare WordPress Security Plugin - Malware Scanner, Cleaner, Security Firewall: Autor: MalCare Security – 5.47
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WooCommerce Conditional Shipping and Payments: Autor: WooCommerce – 1.14.4
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object-cache.php: Object Cache Pro (Drop-in)

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grouped (grouped)
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variable (variable)
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Obchod: #787 - /shop/
Košík: #240 - /kosik/
Pokladna: #241 - /pokladna/
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Version: (aktualizace na verzi 2.1 je dostupná)
Author URL: 
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kterou jste nevytvořili
doporučujeme použít odvozenou šablonu. Viz Jak vytvořit odvozenou šablonu (anglicky)

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### Back In Stock ###

Database Version: 1.6.4
Loopback Test: ❌ Test zpětné smyčky se nezdařil.

### Composite Products ###

Database Version: 8.10.3
Loopback Test: ✔
Template Overrides: –

### Admin ###

Enabled Features: activity-panels
analytics
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coupons
core-profiler
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import-products-task
experimental-fashion-sample-products
shipping-smart-defaults
shipping-setting-tour
homescreen
marketing
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navigation
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onboarding-tasks
product-variation-management
product-virtual-downloadable
product-external-affiliate
product-grouped
remote-inbox-notifications
remote-free-extensions
payment-gateway-suggestions
shipping-label-banner
subscriptions
store-alerts
transient-notices
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wc-pay-welcome-page

Disabled Features: customize-store
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product-linked
settings
async-product-editor-category-field

Daily Cron: ✔ Next scheduled: 2024-02-09 21:14:39 +01:00
Options: ✔
Notes: 159
Onboarding: completed

### Action Scheduler ###

Zrušeno: 3
Oldest: 2024-02-04 19:21:38 +0000
Newest: 2024-02-08 21:12:30 +0000

Dokončeno: 2 615
Oldest: 2024-02-02 09:40:03 +0000
Newest: 2024-02-09 09:40:12 +0000

Selhalo: 956
Oldest: 2023-10-19 18:10:02 +0000
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Čekající: 12
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Newest: 2024-12-31 23:00:01 +0000


### Status report information ###

Generated at: 2024-02-09 10:42:00 +01:00
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anastas10s

(@anastas10s)

1 year, 10 months ago

👋 hey @werfewr

Thank you for reaching back, with further details on this.

2nd) We do not have othe payment methods than Stripe and Bank transfer.

Noted, thank you.

at 1st – this issue is not persistent. It happens like 3 times in month, so I will need to wait till it happen to be logged into the logs. However logging of stripe is working. I already saw declined cards.

Logging is working as expected, sounds good.

Nevertheless, could you share further details on the message? Currently, it’s unclear if the message appears on the front end, or registered somewhere in the back-end, perhaps.

Screenshots of the Order Notes, in the WooCommerce side of things, and the timeline (for said affected orders) on the Stripe dashboard side of things would be useful in that direction.

Could you please provide us with a screenshot so that we can see what you are describing?

If you don’t already have a screenshot service installed, here are a few free options:

https://snipboard.io
http://skitch.com/
http://getcloudapp.com/
http://awesomescreenshot.com/

There is also a walkthrough guide here: https://en.support.wordpress.com/make-a-screenshot/

3rd) Here is the system report

Currently, what stands out in the site’s System Status Report (SSR) are the tables with prefix fin_. The rest appear normal, on first review.

We await your response to better assist you.

Viewing 7 replies - 1 through 7 (of 7 total)

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