Support » Plugin: WooCommerce Stripe Payment Gateway » Failed order, customer can’t enter card data

  • Resolved umamichef

    (@umamichef)


    2 customers have recently had orders go to failed status in Woocommerce. One of the customers reported that the site would not accept card detail input on his iPhone, or via his desktop.

    The anonymised debug log shows the following:

    
    2020-03-08T17:36:39+00:00 DEBUG 
    ====Stripe Version: 4.3.2====
    ====Start Log====
    customers request: Array
    (
        [email] => xxxxx@gmail.com
        [description] => Name: firstname, lastname, Guest
        [metadata] => Array
            (
            )
    
    )
    
    ====End Log====
    
    2020-03-08T17:36:39+00:00 DEBUG 
    ====Stripe Version: 4.3.2====
    ====Start Log====
    Error: stdClass Object
    (
        [token_id] => 
        [customer] => cus_a1b2c3v4
        [source] => 
        [source_object] => 
    )
    
    ====End Log====
    
    2020-03-08T17:37:50+00:00 DEBUG 
    ====Stripe Version: 4.3.2====
    ====Start Log====
    customers request: Array
    (
        [email] => xxxxx@gmail.com
        [description] => Name: firstname, lastname, Guest
        [metadata] => Array
            (
            )
    
    )
    
    ====End Log====
    
    2020-03-08T17:37:50+00:00 DEBUG 
    ====Stripe Version: 4.3.2====
    ====Start Log====
    Error: stdClass Object
    (
        [token_id] => 
        [customer] => cus_a1b2c3v4
        [source] => 
        [source_object] => 
    )
    
    ====End Log====
    

    Stripe logs do not show any errors, but for the customers with issues, only show the POST /v1/customers requests, and do not have tokens, sources, or payment_intents requests

    Please can you help identify what issues the customers are facing and why the order has failed? I have tried placing orders myself and have had no issues (desktop, iphone and Android / chrome /safari) and have had other successful orders from other customers

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

Viewing 2 replies - 1 through 2 (of 2 total)
  • Plugin Support Praveen

    (@spraveenitpro)

    Automattic Happiness Engineer

    Hi @umamichef ,

    I have been trying to understand what really could be happening, we can’t rule out situations like stripe outright rejecting a card for some reason based on their algorithms but it would be best to collect more details from you before concluding.

    At this point, I think it might be best if you could submit a ticket to us here: https://woocommerce.com/my-account/create-a-ticket/

    This will allow us to get more information about your site that you might not wish to share on a public forum. Specifically, when you submit your ticket, please provide your System Status Report. You can find it via WooCommerce > Status. Select “Get system report” and then “Copy for support”.

    Cheers!

    Thanks Praveen, will raise a ticket

Viewing 2 replies - 1 through 2 (of 2 total)
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