Support » Plugin: WooCommerce Stripe Payment Gateway » Customer payment gone through but marked as unpaid and automatically cancelled

  • Resolved idacka97

    (@idacka97)


    Hey!

    We noticed an issue in our webshop last week. One of our customers who had ordered a subscription package had money taken out of their account, but Stripe still set the order as automatically cancelled without returning the funds that was taken from her account. How can we fix this?

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

Viewing 5 replies - 1 through 5 (of 5 total)
  • Plugin Support Margaret S. woo-hc

    (@margaretwporg)

    Hi @idacka97

    Thanks for reaching out.

    One question – Are other purchases/transactions going through normally and this was the only case that exhibited such behavior?

    Stripe still set the order as automatically cancelled

    It is strange why the order got cancelled despite successful payment. Could you please navigate to WooCommerce > Status > Logs and from the dropdown on the right side, please see if there are any logs starting with the words fatal-error?

    Upon cancellation of an order no refund is issued by default, you’d need to make a refund on WooCommerce where proper APIs can be triggered to make the refund on Stripe too. You can check how automated refunds works here: https://docs.woocommerce.com/document/woocommerce-refunds/#section-2

    Could you please share a copy of your site’s System Status? You can find it via WooCommerce > Status. Select “Get system report” and then “Copy for support”. Once you’ve done that, paste it here in your response.

    Thread Starter idacka97

    (@idacka97)

    There seems to be two customers with the same problem who both purchased a subscription, but they are not directly after each other with succesfull transactions of subscriptions inbetween.

    And we have processed refunds before, but have never seen that funds that have been marked as automatically cancelled because of no payment have been paid by the customer and is viewable within the stripe webpage.

    I do not see any fatal errors within the status, but i will attach it just in case:

    
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    Plugin Support André woo-hc

    (@chiape)

    Hi @idacka97

    When you check those canceled orders, are you seeing errors on the Order notes?

    You can check them by navigating to WordPress Dashboard > WooCommerce > Orders, locating and clicking on one of those canceled orders, and then, checking in your right sidebar for the Order Notes.

    If it’s possible, share with us a screenshot of those notes, I’d recommend using this tool:

    https://snipboard.io/

    Also, have you found any similarity between those 2 purchases? For example, they are from the same country (different from your Store location)? Do they use the same card brand? etc

    I hope to hear from you soon!

    Thread Starter idacka97

    (@idacka97)

    Hey!

    And thank you for all the quick answers.

    Both of them are Norwegian which is the main target of the webshop. Both of them has used a debit card but I cannot see if it is from the same provider. But so has several others that have bought the products.

    I have attached the images from both orders, but they are in Norwegian so the translated version of it is here:

    – Unpaid order cancelled: Time expired. Order status changed from awaiting payment to cancelled.

    Image 1: https://snipboard.io/hbfs36.jpg
    Image 2: https://snipboard.io/6AP7UL.jpg

    Plugin Support Ahmed M. a11n

    (@nagdy)

    Hi @idacka97,

    Thanks for providing the screenshots and the additional information.

    We may need to take a deeper look at your website and the logs.

    Please contact us at WooCommerce.com > My Account > Support. You may need to create an account before you can access that page.

    Please include a link to this forum thread, so that we can keep track of what’s already been done.

    We will be able to help you further there.

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