Every order is fail and succeed

Resolved 7thcircle
(@7thcircle)

4 years, 6 months ago

Every order that processes via this plugin fails initially and then succeeds causing two emails (fail and receipt) to me. The customer is not seeing this usually, but on occasion they also get a fail before a succeed. It has to do with level 3 data being sent. Stripe is passing this back to you for sending data they do not understand.

Viewing 5 replies - 1 through 5 (of 5 total)

Plugin Support

Chris M. – a11n

(@csmcneill)

4 years, 6 months ago

Hi there @7thcircle,

Thank you for contacting WooCommerce! We’re happy to help you with this.

Every order that processes via this plugin fails initially and then succeeds causing two emails (fail and receipt) to me. The customer is not seeing this usually, but on occasion they also get a fail before a succeed. It has to do with level 3 data being sent. Stripe is passing this back to you for sending data they do not understand.

I can only imagine how frustrating this must be!

Generally, orders placed via Stripe should not fail initially—they should be given the Processing status, and they should only fail initially if a customer does not complete the purchase properly (e.g. enters in the incorrect card information, fails ZIP validation, etc.).

Could you please provide us with a screenshot of one of the affected orders? I’m particularly interested in the Order Notes.

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

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

Lastly, it will be great if you could share your current System Status Report. You can get it by navigating to the WooCommerce / Status section of your site. Once there, click on the Get system report button and then copy it by clicking on the Copy for support button. Then paste it here in a comment.

Looking forward to hearing from you!

Thread Starter

7thcircle

(@7thcircle)

4 years, 6 months ago

Here are the order notes and the system report.
https://snipboard.io/HBiUbj.jpg

FYI, I have tried updating the Stripe API (on their site) to 2020-08-27 from 2019-09-09 and that did not make a difference. This issue has been ongoing for the last few months.


### WordPress Environment ###

WordPress address (URL): https://www.attogtech.com
Site address (URL): https://www.attogtech.com
WC Version: 5.8.0
REST API Version: ✔ 5.8.0
WC Blocks Version: ✔ 5.9.1
Action Scheduler Version: ✔ 3.3.0
WC Admin Version: ✔ 2.7.2
Log Directory Writable: ✔
WP Version: 5.8.1
WP Multisite: –
WP Memory Limit: 256 MB
WP Debug Mode: –
WP Cron: –
Language: en_US
External object cache: ✔

### Server Environment ###

Server Info: nginx/1.16.1
PHP Version: 7.4.25
PHP Post Max Size: 64 MB
PHP Time Limit: 300
PHP Max Input Vars: 5000
cURL Version: 7.58.0
OpenSSL/1.1.1

SUHOSIN Installed: –
MySQL Version: 8.0.26-16
Max Upload Size: 64 MB
Default Timezone is UTC: ✔
fsockopen/cURL: ✔
SoapClient: ✔
DOMDocument: ✔
GZip: ✔
Multibyte String: ✔
Remote Post: ✔
Remote Get: ✔

### Database ###

WC Database Version: 5.8.0
WC Database Prefix: wp_
Total Database Size: 36.41MB
Database Data Size: 22.38MB
Database Index Size: 14.03MB
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### Post Type Counts ###

attachment: 37
custom_css: 1
deprecated_log: 1
download: 1
edd_log: 2
edd_payment: 1
follow_up_email: 8
hurrytimer_countdown: 1
mc4wp-form: 2
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page: 40
post: 32
product: 39
product_variation: 14
revision: 228
shop_coupon: 3
shop_order: 153
wc_membership_plan: 6
wc_user_membership: 2

### Security ###

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

### Active Plugins (47) ###

WP Activity Log: by WP White Security – 4.3.3.1
Gravity Forms: by Gravity Forms – 2.5.14
WP Activity Log for Gravity Forms: by WP White Security – 1.1.0
WP Activity Log for Yoast SEO: by WP White Security – 1.2.0
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Broken Link Checker: by WPMU DEV – 1.11.16
Cloudflare: by Cloudflare
Inc. – 4.7.0

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Genesis Blocks: by StudioPress – 1.3.0
Genesis Connect for WooCommerce: by StudioPress – 1.1.1
Gravity Forms Akismet Add-On: by Gravity Forms – 1.0
Gravity Forms Mailchimp Add-On: by Gravity Forms – 5.0
Gravity Forms reCAPTCHA Add-On: by Gravity Forms – 1.1
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OMGF: by Daan from FFW.Press – 4.5.10
HurryTimer: by Nabil Lemsieh – 2.6.3
Kadence WooCommerce Email Designer: by Kadence WP – 1.4.8
Mailchimp for WooCommerce: by Mailchimp – 2.5.3
MainWP Child: by MainWP – 4.1.8
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PGP Key Generator: by wp2pgpmail – 1.13
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WooCommerce Anti Fraud: by OPMC Australia Pty Ltd – 3.9 (update to version 4.0 is available)
WooCommerce Bookings: by WooCommerce – 1.15.48
WooCommerce Conditional Shipping and Payments: by SomewhereWarm – 1.10.0
Follow-Up Emails: by WooCommerce – 4.9.16
WooCommerce Stripe Gateway: by WooCommerce – 5.7.0
WooCommerce Memberships: by SkyVerge – 1.22.7
WooCommerce Name Your Price: by Kathy Darling – 3.3.2 (update to version 3.3.4 is available)
WooCommerce PayPal Payments: by WooCommerce – 1.6.1
WooCommerce Print Invoices/Packing Lists: by SkyVerge – 3.11.4
WooCommerce Product Add-ons: by WooCommerce – 4.3.0
WooCommerce Smart Coupons: by StoreApps – 4.32.0
WooCommerce Square: by WooCommerce – 2.6.0
WooCommerce Subscriptions: by WooCommerce – 3.1.6
WooCommerce: by Automattic – 5.8.0
Yoast SEO: by Team Yoast – 17.5
WP 2FA - Two-factor authentication for WordPress: by WP White Security – 1.7.1
WP Accessibility: by Joe Dolson – 1.7.9
WP Activity Log for WooCommerce: by WP White Security – 1.3.1
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Smush: by WPMU DEV – 3.9.2
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WPvivid Backup Plugin: by WPvivid Team – 0.9.65

### Inactive Plugins (2) ###

BackWPup: by Inpsyde GmbH – 3.10.0
WP fail2ban: by Charles Lecklider – 4.3.0.9

### Dropin Plugins (3) ###

db-error.php: db-error.php
maintenance.php: maintenance.php
object-cache.php: GridPane Redis Object Cache

### Must Use Plugins (36) ###

7th Circle Designs Branding: by Eric Leuthardt - 7th Circle Designs – 2.1.1
Admin Notification Cleanup: by Eric Leuthardt - 7th Circle Designs – 1.3.0
Class Notes Tweaks: by Eric Leuthardt - 7th Circle Designs – 1.4.1
Client Management: by Eric Leuthardt - 7th Circle Designs – 2.1.1
Custom Comment Settings: by Eric Leuthardt - 7th Circle Designs – 2.5.1
Custom Configuration Settings for SMTP Email: by Eric Leuthardt - 7th Circle Designs – 3.4.1
Custom Image Sizes: by Eric Leuthardt - 7th Circle Designs – 1.0.4
Custom Layout Changes: by Eric Leuthardt - 7th Circle Designs – 2.7.4
Custom Login Logo and Favicons: by Eric Leuthardt - 7th Circle Designs – 3.2.1
Custom Security Configurations: by Eric Leuthardt - 7th Circle Designs – 3.6.3
Custom User Settings: by Eric Leuthardt - 7th Circle Designs – 2.0.1
Disable Automatic Image Links: by Eric Leuthardt - 7th Circle Designs – 1.0.8
Enable Genesis Block Widgets: by Eric Leuthardt - 7th Circle Designs – 1.0.0
Gravity Forms Dynamic Confirmations: by Eric Leuthardt - 7th Circle Designs – 1.0.1
GridPane Disable XMLRPC: by Jeff Cleverley – 0.1.0
GridPane Tweaks: by Eric Leuthardt - 7th Circle Designs – 1.3.1
Heartbeat Optimization: by Eric Leuthardt - 7th Circle Designs – 1.2.3
Optimize WooCommerce Checkout for Infinity Pro: by Eric Leuthardt - 7th Circle Designs – 1.5.4
Optimize WooCommerce Scripts: by Eric Leuthardt - 7th Circle Designs – 2.5.0
Remove WooCommerce Zoom, Gallery @ Single Product Page: by Eric Leuthardt - 7th Circle Designs – 1.0.0
Rename "My Account" Link @ WooCommerce/WP Nav Menu: by Eric Leuthardt - 7th Circle Designs – 1.0.0
RSS Branding and Customized Feeds: by Eric Leuthardt - 7th Circle Designs – 2.3.6
Show WooCommerce Product Visibility: by Eric Leuthardt - 7th Circle Designs – 1.0.4
WooCommerce 2FA Tab: by Eric Leuthardt - 7th Circle Designs – 1.0.0
WooCommerce auto image removal: by Eric Leuthardt - 7th Circle Designs – 1.1.4
WooCommerce Checkout Cleanup: by Eric Leuthardt - 7th Circle Designs – 2.5.1
WooCommerce Email Sender Adjustments: by Eric Leuthardt - 7th Circle Designs – 1.2.5
WooCommerce Extra Configurations: by Eric Leuthardt - 7th Circle Designs – 2.2.0
WooCommerce Fail2Ban Login Notice: by Eric Leuthardt - 7th Circle Designs – 1.0.3
WooCommerce Freelancer: by Eric Leuthardt - 7th Circle Designs – 2.2.7
WooCommerce GDPR Add-ons: by Eric Leuthardt - 7th Circle Designs – 1.2.4
WooCommerce Optional Related Products: by Eric Leuthardt - 7th Circle Designs – 1.1.0
WooCommerce Price and Stock Adjustments: by Eric Leuthardt - 7th Circle Designs – 2.2.2
WP CLI Login Command Server: by Evan Mattson – 1.2
WP fail2ban: by Charles Lecklider – 4.3.0.9
Yoast Cleaner: by Eric Leuthardt - 7th Circle Designs – 1.0.0

### Settings ###

API Enabled: –
Force SSL: –
Currency: USD ($)
Currency Position: left
Thousand Separator: ,
Decimal Separator: .
Number of Decimals: 2
Taxonomies: Product Types: booking (booking)
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: #54635 - /shop/
Cart: #54636 - /cart/
Checkout: #54637 - /checkout/
My account: #54638 - /my-account/
Terms and conditions: #55587 - /terms-of-service/

### Theme ###

Name: Infinity Pro
Version: 1.3.2
Author URL: http://www.studiopress.com/
Child Theme: ✔
Parent Theme Name: Genesis
Parent Theme Version: 3.3.5
Parent Theme Author URL: https://www.studiopress.com/
WooCommerce Support: ✔

### Templates ###

Overrides: –

### Memberships ###

Restriction mode:: Hide completely
Public content:: –
Excluded from discounts:: –
Membership plans:: 6
VIP:: Members: 0Access method: Manual assignment onlyAccess length: Unlimited Subscription: No
30-Day 6-Hour:: Members: 0Access method: Product(s) purchaseAccess length: Specific length (30 days)Subscription: No
30-Day 3-Hour:: Members: 0Access method: Product(s) purchaseAccess length: Specific length (30 days)Subscription: No
30-Day 2-Hour:: Members: 0Access method: Product(s) purchaseAccess length: Specific length (30 days)Subscription: No
Preserving Your Safety and Privacy on the Wild Wild Web:: Members: 1Access method: Product(s) purchaseAccess length: Specific length (1 months)Subscription: No
Personally Identifiable Information (PII):: Members: 1Access method: Product(s) purchaseAccess length: Specific length (1 months)Subscription: No

### Subscriptions ###

WCS_DEBUG: ✔ No
Subscriptions Mode: ✔ Live
Subscriptions Live URL: https://www.attogtech.com
Subscription Statuses: –
WooCommerce Account Connected: ✔ Yes
Active Product Key: ❌ No
Custom Retry Rules: ✔ No
Custom Retry Rule Class: ✔ No
Custom Raw Retry Rule: ✔ No
Custom Retry Rule: ✔ No
Retries Migration Status: ✔ Completed
Report Cache Enabled: ✔ Yes
Cache Update Failures: ✔ 0 failure

### Store Setup ###

Country / State: United States (US) — Texas

### Payment Gateway Support ###

Stripe: products
refunds
tokenization
add_payment_method
pre-orders
subscriptions
subscription_cancellation
subscription_suspension
subscription_reactivation
subscription_amount_changes
subscription_date_changes
subscription_payment_method_change
subscription_payment_method_change_customer
subscription_payment_method_change_admin
multiple_subscriptions

PayPal: refunds
Check payments: products

### WooCommerce PayPal Payments ###

Onboarded: Yes
Shop country code: US
PayPal card processing available in country: Yes
Pay Later messaging available in country: Yes
Vault enabled: No

### Action Scheduler ###

Complete: 7,715
Oldest: 2021-10-04 12:15:02 -0500
Newest: 2021-11-04 12:07:58 -0500

Pending: 10
Oldest: 2021-11-04 12:10:09 -0500
Newest: 2021-11-11 01:30:07 -0600

### Name Your Price ###

Version: 
Template overrides: –

### Status report information ###

Generated at: 2021-11-04 12:08:30 -05:00

Plugin Support

Chris M. – a11n

(@csmcneill)

4 years, 6 months ago

Hi again @7thcircle,

Here are the order notes and the system report.
https://snipboard.io/HBiUbj.jpg

FYI, I have tried updating the Stripe API (on their site) to 2020-08-27 from 2019-09-09 and that did not make a difference. This issue has been ongoing for the last few months.

Thank you for sending those over!

I think that it would be best if we moved this outside of the forums and helped you resolve this directly via ticket.

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.

Looking forward to hearing from you!

Thread Starter

7thcircle

(@7thcircle)

4 years, 6 months ago

WooCommerce Support: Ticket #4432663 submitted

Plugin Support