Deposit: Failed

  • Resolved raulsebold

    (@raulsebold)


    4 years, 2 months ago

    Hi, I’m usgin Woo Commerce and Woo Commerce Payment.

    I receive two payments of 333euros: Nov 30, 2021
    After 1 month it was like: Processing
    And them finally: Failed

    The people who paid have sent the money, but the money never comes to my account, I don’t know what to do, please help.

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

Viewing 11 replies - 1 through 11 (of 11 total)
  • Victor Wilson

    (@dsvwilson)

    4 years, 2 months ago

    Hi @raulsebold

    It sounds like your WooCommerce Payments extension on your site is set to “Authorize” orders instead of “Capture” them. Can you check that?

    Check this screenshot – https://d.pr/i/OLvMLo. You can check this on your site via Payments > Settings. If that box is ticked on your site, then it means payments will not come to your WooCommerce Payments account until you authorize the orders. This is perhaps why you have not been getting any money.

    Charge must be captured on the order details screen within 7 days of authorization, otherwise, the authorization and order will be canceled.

    Here’s how to manually capture charges.

    If you want, you can turn the option off to automatically capture charges.

    If that isn’t the problem (that is you check your site and the box isn’t ticked), let us know. Also, when responding, please share a copy of your site’s System Status to help us troubleshoot. 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.

    Thanks!

    Thread Starter raulsebold

    (@raulsebold)

    4 years, 2 months ago

    Thank you for your help.

    That box isn’t ticked. Actually, I have 5 orders, but 3 of them worked normal, just for those 2 that I have this problem.

    Here is the Copy that you asked me:

    
### WordPress Environment ###

WordPress address (URL): https://destinationbleue.org
Site address (URL): https://destinationbleue.org
WC Version: 6.1.1
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Hide errors from visitors: ✔

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WP-Sweep: by Lester 'GaMerZ' Chan – 1.1.5

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Account ID: acct_1Jz1rQ2EhLffHemf

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Newest: 2022-01-28 12:34:15 +0000

### Status report information ###

Generated at: 2022-01-27 21:27:47 +00:00
    Thread Starter raulsebold

    (@raulsebold)

    4 years, 2 months ago

    When I go on:

    Payments/Overview/

    My account details is right now restricted:
    Payments:
    Disabled
    Deposits:
    Disabled

    When I try to edit details it send to me to this page:

    https://connect.stripe.com/app/express

    And the Stripe is asking me to send them it:

    Proof of address document
    The identity information you entered cannot be verified. Please correct any errors or upload a document that matches the identity fields (e.g., name and date of birth) that you entered.

    Do you think that it can be the cause from my problem?

    Plugin Support nathvi V. a11n

    (@nathvi)

    4 years, 2 months ago

    Hi @raulsebold

    Thanks for including the System Status Report and the message you see in the Stripe dashboard.

    It looks like our WooCommerce Payments partner, Stripe, requires further information from you in order to enable payments and deposits on your account.

    Can you please follow these instructions to access your Stripe account and provide the required information to Stripe Support: How do I access my Stripe account for WooCommerce Payments?

    Here you can find more details of what they need: https://support.stripe.com/questions/documents-for-identity-and-home-address-verification

    3 Sons Development

    (@3sonsdevelopment)

    4 years, 1 month ago

    Hi @raulsebold,

    Hopefully, you were able to clear up this issue. Since it’s been a while since we last heard from you, I’m going to mark this thread resolved.

    If you still have trouble, please feel free to reach out to us at WooCommerce.com. We’d be happy to help you out.

    Thanks!

    Thread Starter raulsebold

    (@raulsebold)

    4 years, 1 month ago

    not solved yet

    Plugin Support Brad P. a11n

    (@snaacks)

    4 years, 1 month ago

    Hi @raulsebold

    Thanks for letting us know you’re still experiencing an issue. Have you been able to complete the steps suggested by @nathvi in our previous reply? If so can you share with us the outcome?

    `Thanks for including the System Status Report and the message you see in the Stripe dashboard.

    It looks like our WooCommerce Payments partner, Stripe, requires further information from you in order to enable payments and deposits on your account.

    Can you please follow these instructions to access your Stripe account and provide the required information to Stripe Support: How do I access my Stripe account for WooCommerce Payments?

    Here you can find more details of what they need: https://support.stripe.com/questions/documents-for-identity-and-home-address-verification`

    Thread Starter raulsebold

    (@raulsebold)

    4 years, 1 month ago

    Hi everyone, sorry for take to late here. My customer make me wait for send to me all the papers that we were needing.

    Anyway, it’s done now. But he still don’t received the money. I will send you a recent picture.

    https://uploaddeimagens.com.br/images/003/743/206/original/Captura_de_Tela_2022-02-24_a%CC%80s_10.06.37.png

    Thread Starter raulsebold

    (@raulsebold)

    4 years, 1 month ago

    What mean available balance, mean that still left to receive this value? Sorry for my ignorance.

    Thank you for the support guys.

    Thread Starter raulsebold

    (@raulsebold)

    4 years, 1 month ago

    I hope we can fix it soon, thanks for your support.

    3 Sons Development

    (@3sonsdevelopment)

    4 years, 1 month ago

    Hey @raulsebold,

    If you’re still having issues with this, please open up a ticket at WooCommerce.com. Since this involves payments, we can best help you there.

    https://woocommerce.com/my-account/create-a-ticket/

    Thanks!

Viewing 11 replies - 1 through 11 (of 11 total)

The topic ‘Deposit: Failed’ is closed to new replies.