Support » Plugin: WooCommerce » Email Confirmation but no Payment

  • Resolved enigmatica

    (@enigmatica)


    Our Woocommerce website received an order confirmation for a sale earlier this week, however, the transaction never went through to the payment gateway. We contacted the payment gateway and they said if the transaction had gone through or had been declined it would display in the transaction history. The customer claimed that the payment was taken from her bank account.

    How is it possible that we received an order confirmation email if the transaction/payment never went through? How do we fix this to prevent false emails from being sent to us?

Viewing 4 replies - 1 through 4 (of 4 total)
  • Plugin Support laceyrod

    (@laceyrod)

    Automattic Happiness Engineer

    Hi @enigmatica

    Thanks for reaching out.

    This is likely caused by some sort of conflict with the payment gateway you are using. Would you mind copying and pasting your System Status Report into this thread so that I can check for any red flags there? You can find this by going to WooCommerce > Status > System Status > Get System Report in your WP-Admin dashboard.

    Thanks!

    Thread Starter enigmatica

    (@enigmatica)

    Thanks so much for the quick response @laceyrod !
    Here is the information requested. Please let me know if anything else is needed.

    ### WordPress Environment ###

    WordPress address (URL): https://shop.sac-nd.com
    Site address (URL): https://shop.sac-nd.com
    WC Version: 4.8.0
    REST API Version: ✔ 4.8.0
    WC Blocks Version: ✔ 3.8.1
    Action Scheduler Version: ✔ 3.1.6
    WC Admin Version: ✔ 1.8.1
    Log Directory Writable: ✔
    WP Version: 5.6
    WP Multisite: –
    WP Memory Limit: 256 MB
    WP Debug Mode: –
    WP Cron: ✔
    Language: en_US
    External object cache: –

    ### Server Environment ###

    Server Info: Apache
    PHP Version: 7.3.25
    PHP Post Max Size: 260 MB
    PHP Time Limit: 30
    PHP Max Input Vars: 1000
    cURL Version: 7.73.0
    OpenSSL/1.1.1h

    SUHOSIN Installed: –
    MySQL Version: 5.7.23-23
    Max Upload Size: 256 MB
    Default Timezone is UTC: ✔
    fsockopen/cURL: ✔
    SoapClient: ✔
    DOMDocument: ✔
    GZip: ✔
    Multibyte String: ✔
    Remote Post: ✔
    Remote Get: ✔

    ### Database ###

    WC Database Version: 4.4.0
    WC Database Prefix: vVj_
    Total Database Size: 36.56MB
    Database Data Size: 32.27MB
    Database Index Size: 4.29MB
    vVj_woocommerce_sessions: Data: 4.92MB + Index: 0.14MB + Engine MyISAM
    vVj_woocommerce_api_keys: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
    vVj_woocommerce_attribute_taxonomies: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
    vVj_woocommerce_downloadable_product_permissions: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
    vVj_woocommerce_order_items: Data: 0.07MB + Index: 0.04MB + Engine MyISAM
    vVj_woocommerce_order_itemmeta: Data: 0.67MB + Index: 0.33MB + Engine MyISAM
    vVj_woocommerce_tax_rates: Data: 0.01MB + Index: 0.01MB + Engine MyISAM
    vVj_woocommerce_tax_rate_locations: Data: 0.01MB + Index: 0.02MB + Engine MyISAM
    vVj_woocommerce_shipping_zones: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
    vVj_woocommerce_shipping_zone_locations: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
    vVj_woocommerce_shipping_zone_methods: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
    vVj_woocommerce_payment_tokens: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
    vVj_woocommerce_payment_tokenmeta: Data: 0.03MB + Index: 0.03MB + Engine MyISAM
    vVj_woocommerce_log: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
    quickbooks_config: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
    quickbooks_log: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
    quickbooks_oauth: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
    quickbooks_queue: Data: 0.02MB + Index: 0.02MB + Engine MyISAM
    quickbooks_recur: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
    quickbooks_ticket: Data: 0.25MB + Index: 0.16MB + Engine MyISAM
    quickbooks_user: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
    vVj_actionscheduler_actions: Data: 0.89MB + Index: 0.25MB + Engine MyISAM
    vVj_actionscheduler_claims: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
    vVj_actionscheduler_groups: Data: 0.00MB + Index: 0.01MB + Engine MyISAM
    vVj_actionscheduler_logs: Data: 0.49MB + Index: 0.33MB + Engine MyISAM
    vVj_commentmeta: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
    vVj_comments: Data: 0.21MB + Index: 0.09MB + Engine MyISAM
    vVj_links: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
    vVj_mailchimp_carts: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
    vVj_mailchimp_jobs: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
    vVj_mw_wc_qbo_desk_qbd_customers: Data: 9.04MB + Index: 0.10MB + Engine MyISAM
    vVj_mw_wc_qbo_desk_qbd_customers_pairs: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
    vVj_mw_wc_qbo_desk_qbd_data_pairs: Data: 0.02MB + Index: 0.01MB + Engine MyISAM
    vVj_mw_wc_qbo_desk_qbd_items: Data: 2.66MB + Index: 0.03MB + Engine MyISAM
    vVj_mw_wc_qbo_desk_qbd_list_account: Data: 0.04MB + Index: 0.00MB + Engine MyISAM
    vVj_mw_wc_qbo_desk_qbd_list_class: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
    vVj_mw_wc_qbo_desk_qbd_list_customertype: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
    vVj_mw_wc_qbo_desk_qbd_list_inventorysite: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
    vVj_mw_wc_qbo_desk_qbd_list_paymentmethod: Data: 0.01MB + Index: 0.00MB + Engine MyISAM
    vVj_mw_wc_qbo_desk_qbd_list_salesrep: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
    vVj_mw_wc_qbo_desk_qbd_list_salestaxcode: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
    vVj_mw_wc_qbo_desk_qbd_list_shipmethod: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
    vVj_mw_wc_qbo_desk_qbd_list_template: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
    vVj_mw_wc_qbo_desk_qbd_list_term: Data: 0.01MB + Index: 0.00MB + Engine MyISAM
    vVj_mw_wc_qbo_desk_qbd_log: Data: 0.23MB + Index: 0.02MB + Engine MyISAM
    vVj_mw_wc_qbo_desk_qbd_map_paymentmethod: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
    vVj_mw_wc_qbo_desk_qbd_map_promo_code: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
    vVj_mw_wc_qbo_desk_qbd_map_shipping_product: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
    vVj_mw_wc_qbo_desk_qbd_map_tax: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
    vVj_mw_wc_qbo_desk_qbd_map_wq_cf: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
    vVj_mw_wc_qbo_desk_qbd_product_pairs: Data: 0.01MB + Index: 0.01MB + Engine MyISAM
    vVj_mw_wc_qbo_desk_qbd_variation_pairs: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
    vVj_mw_wc_qbo_desk_qbd_vendors: Data: 0.35MB + Index: 0.00MB + Engine MyISAM
    vVj_options: Data: 6.03MB + Index: 0.51MB + Engine MyISAM
    vVj_pmxi_files: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
    vVj_pmxi_history: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
    vVj_pmxi_images: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
    vVj_pmxi_imports: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
    vVj_pmxi_posts: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
    vVj_pmxi_templates: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
    vVj_postmeta: Data: 3.40MB + Index: 0.99MB + Engine MyISAM
    vVj_posts: Data: 1.07MB + Index: 0.19MB + Engine MyISAM
    vVj_smush_dir_images: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
    vVj_termmeta: Data: 0.01MB + Index: 0.02MB + Engine MyISAM
    vVj_terms: Data: 0.01MB + Index: 0.03MB + Engine MyISAM
    vVj_term_relationships: Data: 0.02MB + Index: 0.06MB + Engine MyISAM
    vVj_term_taxonomy: Data: 0.01MB + Index: 0.01MB + Engine MyISAM
    vVj_usermeta: Data: 0.62MB + Index: 0.35MB + Engine MyISAM
    vVj_users: Data: 0.04MB + Index: 0.04MB + Engine MyISAM
    vVj_wc_admin_notes: Data: 0.01MB + Index: 0.00MB + Engine MyISAM
    vVj_wc_admin_note_actions: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
    vVj_wc_category_lookup: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
    vVj_wc_customer_lookup: Data: 0.02MB + Index: 0.02MB + Engine MyISAM
    vVj_wc_download_log: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
    vVj_wc_order_coupon_lookup: Data: 0.00MB + Index: 0.01MB + Engine MyISAM
    vVj_wc_order_product_lookup: Data: 0.06MB + Index: 0.06MB + Engine MyISAM
    vVj_wc_order_stats: Data: 0.02MB + Index: 0.02MB + Engine MyISAM
    vVj_wc_order_tax_lookup: Data: 0.01MB + Index: 0.02MB + Engine MyISAM
    vVj_wc_product_meta_lookup: Data: 0.03MB + Index: 0.04MB + Engine MyISAM
    vVj_wc_reserved_stock: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
    vVj_wc_tax_rate_classes: Data: 0.00MB + Index: 0.01MB + Engine MyISAM
    vVj_wc_webhooks: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
    vVj_yoast_indexable: Data: 0.47MB + Index: 0.18MB + Engine MyISAM
    vVj_yoast_indexable_hierarchy: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
    vVj_yoast_migrations: Data: 0.00MB + Index: 0.01MB + Engine MyISAM
    vVj_yoast_primary_term: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
    vVj_yoast_seo_links: Data: 0.49MB + Index: 0.11MB + Engine MyISAM
    vVj_yoast_seo_meta: Data: 0.01MB + Index: 0.01MB + Engine MyISAM

    ### Post Type Counts ###

    attachment: 534
    custom_css: 1
    elementor_font: 4
    elementor_library: 13
    nav_menu_item: 26
    page: 14
    post: 2
    product: 333
    revision: 109
    shop_coupon: 5
    shop_order: 242
    shop_subscription: 14

    ### Security ###

    Secure connection (HTTPS): ✔
    Hide errors from visitors: ✔

    ### Settings ###

    API Enabled: –
    Force SSL: –
    Currency: USD ($)
    Currency Position: left
    Thousand Separator: ,
    Decimal Separator: .
    Number of Decimals: 2
    Taxonomies: Product Types: external (external)
    grouped (grouped)
    simple (simple)
    subscription (subscription)
    variable (variable)
    variable subscription (variable-subscription)

    Taxonomies: Product Visibility: exclude-from-catalog (exclude-from-catalog)
    exclude-from-search (exclude-from-search)
    featured (featured)
    outofstock (outofstock)
    rated-1 (rated-1)
    rated-2 (rated-2)
    rated-3 (rated-3)
    rated-4 (rated-4)
    rated-5 (rated-5)

    Connected to WooCommerce.com: ✔

    ### WC Pages ###

    Shop base: #8 – /shop/
    Cart: #9 – /cart/
    Checkout: #10 – /checkout/
    My account: #11 – /my-account/
    Terms and conditions: ❌ Page not set

    ### Theme ###

    Name: Shop Zita
    Version: 1.3
    Author URL: https://wpzita.com/contact-us/
    Child Theme: ✔
    Parent Theme Name: Zita
    Parent Theme Version: 1.4.6 – 1.4.9 is available
    Parent Theme Author URL:
    WooCommerce Support: ✔

    ### Templates ###

    Archive Template: Your theme has a woocommerce.php file
    you will not be able to override the woocommerce/archive-product.php custom template since woocommerce.php has priority over archive-product.php. This is intended to prevent display issues.

    Overrides: –

    ### Subscriptions ###

    WCS_DEBUG: ✔ No
    Subscriptions Mode: ✔ Live
    Subscriptions Live URL: https://shop.sac-nd.com
    Subscription Statuses: wc-on-hold: 8
    wc-cancelled: 6

    WooCommerce Account Connected: ✔ Yes
    Active Product Key: ❌ No
    Report Cache Enabled: ✔ Yes
    Cache Update Failures: ✔ 0 failure

    ### Store Setup ###

    Country / State: United States (US) — California

    ### Subscriptions by Payment Gateway ###

    Authorize.Net Credit Card: wc-cancelled: 6
    wc-on-hold: 8

    ### Payment Gateway Support ###

    Authorize.Net Credit Card: products
    card_types
    payment_form
    inline
    lightbox
    tokenization
    token_editor
    charge
    charge-virtual
    authorization
    capture_charge
    customer_decline_messages
    refunds
    voids
    customer_id
    add_payment_method
    apple_pay
    subscriptions
    subscription_suspension
    subscription_cancellation
    subscription_reactivation
    subscription_amount_changes
    subscription_date_changes
    multiple_subscriptions
    subscription_payment_method_change_customer
    subscription_payment_method_change_admin

    ### Authorize.Net Credit Card ###

    Environment: Production
    Tokenization Enabled: ✔
    Debug Mode: Off
    Webhooks Enabled: ❌
    Not generated

    ### Action Scheduler ###

    Complete: 2,365
    Oldest: 2020-11-19 19:29:45 -0800
    Newest: 2020-12-20 18:42:23 -0800

    Pending: 3
    Oldest: 2020-12-20 19:12:45 -0800
    Newest: 2020-12-20 19:42:23 -0800

    `

    Plugin Support mouli

    (@mouli)

    @enigmatica
    I suggest that you start by updating you database (currently at version 4.4) and your theme:
    Parent Theme Version: 1.4.6 – 1.4.9 is available.

    You can update the database by going to **WooCommerce ➔ Status ➔ Tools ➔ Update Database**

    Is this just one order or has it been many?

    We look forward to hearing back from you.

    Plugin Support gabrielfuentes

    (@gabrielfuentes)

    We’ve not heard back from you in a while, so I’m marking this thread as resolved.

    Hopefully, you were able to find a solution to your problem! If you have further questions, please feel free to open a new topic.

    Cheers! 🙂

Viewing 4 replies - 1 through 4 (of 4 total)
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