Support » Plugin: WooCommerce Payments » Fatal Error for 90% of Customers when Capturing Funds

  • We recently switched from PayPal Pro to WooCommerce Payments/Stripe in an effort to simplify our payments as advertised. We authorize our payment methods when orders are placed, and capture when we ship. Every single order has received a fatal error when trying to capture, and the payment transaction is no longer even listed in our transactions in the backend. This has been wildly frustrating for us and our customers.

Viewing 5 replies - 1 through 5 (of 5 total)
  • I suggest you not to use this payment method because the money has been returned to the buyers without returning to us and without our permission

    Though we have not heard back from anyone yet, we have made the hypothesis that the error is because the Authorization expires in 7 days. I’ll be looking into Stripe documentation to see if that’s true. PayPal gives you a very clean nice message on the order that says Authorization Expired. Unfortunately WooCommerce Payments does not have anything like that, leaving you chasing your tail. Also PayPal’s authorization expires in 30 days, whereas Stripe appears to be 7 days. This causes real issues for any backordered or custom items.

    @allofmalls that doesn’t sound good. Seems like this plugin was released with only basic testing.

    Plugin Author thenbrent

    (@thenbrent)

    Hi @piercerides, I’m sorry that this has been your experience with WooCommerce Payments. We are working to create the best possible merchant experience with this software, and have fallen short here for you.

    I’ve opened an issue for us to improve how authorization expiration is:

    • communicated when the Manual capture setting is enabled, and
    • handled on orders that were not captured within 7 days.

    We will work to get improvements for that shipped in the next minor release.

    We currently attempt to communicate the 7 day expiration via the tooltip on the Manual capture setting and in the documentation for Manually capturing charges.

    Your experience has made it clear this is not going far enough for such an important piece of information. Thank you for sharing your experience with us to help us see that and improve the software. It will help prevent other merchants encountering this issue in future.

    • This reply was modified 1 month, 2 weeks ago by thenbrent.
    Plugin Author thenbrent

    (@thenbrent)

    Hi @piercerides,

    With version 1.2.0 of WooCommerce Payments, we’ve:

    • Started displaying the 7 day cancellation period next to the Manual capture setting instead of being only displayed in a tooltip.
    • Added a confirmation dialog when enabling Manual capture, which explains authorizations are cancelled after 7 days.
    • Set orders to transition to the cancelled status when the authorization is cancelled to better communicate the authorization lapsing and to make sure the capture action is not available on an order which can not be captured.

    Thanks again for your feedback to help us improve WooCommerce Payments.

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