• Hello Mr Clayton

    I’m coming back after using your plugin for some time.

    I am still very happy with the functionality and stability of your plugin however we are still having problems (randomly) with orders status pending payment (every day in fact).

    It’s quite difficult to understand where the error might be coming from (I’d guess a JS error ?) the checkout. From the information I’ve been able to get from customers, some don’t see the 3ds window arriving to confirm payment.

    Is there a way to add some listeners events on the checkout to try to find finally what is going on for these orders?

    Many thanks!

Viewing 11 replies - 1 through 11 (of 11 total)
  • Hello ! I am also having issues with 3D secure leaving payments as Incomplete. Same as you, the 3D Secure window is never appearing on some payment. Unfortunately testing with Stripe Test Cards, it works every time so it makes this error very difficult to diagnose indeed.

    Thread Starter alpha2

    (@neoseeyou)

    There should be an issue with another plugin we have in common and must interact negatively in the checkout. I had this issue with other stripe plugin as well

    Plugin Author Payment Plugins

    (@mrclayton)

    Hi @neoseeyou,

    Is there a way to add some listeners events on the checkout to try to find finally what is going on for these orders?

    The plugin listens to the #hashchange event which is triggered when the WooCommerce checkout.js script processes the checkout form submit. It’s possible you have a plugin that’s also listening to that event but incorrectly stopping its propogation.

    It may be worthwhile to try the new checkout block as it has a much tighter control over the checkout experience, so 3rd party plugins are less likely to interfere since 3DS is triggered via a different merchanism when using the checkout block.

    Kind Regards,

    Thread Starter alpha2

    (@neoseeyou)

    Thank you for your answers.

    It’s not a bad idea, but it requires a major change to a page that’s pretty crucial to our stores.

    Thread Starter alpha2

    (@neoseeyou)

    Hello again, i can’t use woocommerce checkout block for now. Do you have any other hints to track an error in the user’s console that is encountering this problem?

    Thanks

    Plugin Author Payment Plugins

    (@mrclayton)

    Hello again, i can’t use woocommerce checkout block for now. Do you have any other hints to track an error in the user’s console that is encountering this problem?

    You can add some custom JS to your checkout page that listens for the #hashchange event and logs everytime the 3DS response is sent to the client. You can then compare that number to the total number of orders where 3DS was required.

    Or you could also log the result of the woocommerce_get_return_url filter to see when the url contains the 3DS response. You would then compare that to the number of orders where 3DS was required. That could help you track down if there is a plugin that’s altering the return url during the payment process.

    Kind Regards

    Thread Starter alpha2

    (@neoseeyou)

    Hello Mr Clayton,

    I’m coming back to you regarding our rather recurrent and annoying concern in terms of financial loss.

    My developer and I have tried to set up listeners, but no relevant information has come up from all this process.

    However, today one of my colleagues wanted to collect an order from the customer by telephone, using the function you created in the back office (in the order details).

    She didn’t manage to cash out and received this message

    https://ibb.co/c1vSNw0

    “We are unable to authenticate your payment method. Please choose a different payment method and try again”.

    The customer had a classic bank card from a bank in the same country as our store (France).

    On stripe, the console showed this message for this failed transaction “3D Secure authentication attempt fails. Client 3D Secure authentication fails.”

    Plugin Author Payment Plugins

    (@mrclayton)

    Hi @neoseeyou

    That happened via the backoffice because there isn’t a good way to process a phone order and require 3DS at the same time. Customers aren’t going to, and shouldn’t, share their 3DS credentials via a phone order.

    So, the phone order option is good for when 3DS isn’t required. There will be times when a 3DS is required and for that scenario, it’s best to send the customer a pay for order link, which WooCommerce supports.

    Kind Regards

    Thread Starter alpha2

    (@neoseeyou)

    I understand, thank you for your explanation, but given that most orders today go through a 3ds check (in our country at least) this function is rather anecdotal.

    it’s best to send the customer a pay for order link

    The purpose of going through the back office is precisely used on our side when the customer can’t validate the 3ds on the front in the checkout.

    In this example, my colleague didn’t see a 3ds window popup (although it normally appears even from the back office) and this error appeared. That’s why, in my search for payment bugs, I thought this was an important point to bring to your attention.

    • This reply was modified 3 months, 3 weeks ago by alpha2.
    Thread Starter alpha2

    (@neoseeyou)

    Hello again, i have a customer today who tried several times to pay by credit card and the system told him this:

    “we are unable to identify your payment method”.

    Plugin Author Payment Plugins

    (@mrclayton)

    @neoseeyou I recommend you login to stripe.com > developers > logs and review the Stripe log entry.

    That’s a message coming directly from Stripe and the plugin communicates that failed payment attempt. It doesn’t mean there is a plugin issue but rather the payment couldn’t be processed by Stripe. The log may provide additional info.

Viewing 11 replies - 1 through 11 (of 11 total)
  • You must be logged in to reply to this topic.