Support » Plugin: WooCommerce Stripe Payment Gateway » Order failed email even though payment went fine

  • Resolved mlesniowski

    (@mlesniowski)


    Hi,
    after one of my clients placed order and paid successfully through iDeal I got mail and note that this order failed. I wonder what might cause this?

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

Viewing 3 replies - 1 through 3 (of 3 total)
  • Plugin Support Austin M – a11n

    (@apmwebdev)

    Hi @mlesniowski. If you look at the order notes for this order, are there any errors there? Such notes may contain a Stripe transaction or charge ID, which is sensitive information, so I would recommend redacting that if you’d like to share a screenshot or paste the notes in. But other than that, the notes would be very helpful to see so that we can get an idea of what happened with this order.

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

    * https://snipboard.io
    * http://skitch.com/
    * http://getcloudapp.com/
    * http://awesomescreenshot.com/

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

    Thanks!

    Thread Starter mlesniowski

    (@mlesniowski)

    Unfortunately, I deleted this note. It was just a basic note probably connected with this standard WooCommerce mail notice. There was no information on specific error. It was something like: „Order wasn’t successful, payment wasn’t successful”. Before that, there is a note from Stripe that payment was successful: „Stripe charge complete (Charge ID:…”

    Here is the screenshot from the mail I received: https://pasteboard.co/KehN2au.png

    Plugin Support tijosh a11n

    (@tijosh)

    Hi @mlesniowski,

    Can you please confirm if the iDEAL payment was marked as complete in your Stripe dashboard? If it was, but the order was cancelled in WooCommerce, that may indicate a webhook problem. Please verify webhook notifications are set up in Stripe according to our guide here.

    You can check if Stripe/iDEAL payments are set up correctly by putting the Stripe extension in test mode and performing test transactions.

    We recommend enabling message logging when troubleshooting payments, as the logs will be critical to understand what’s happening in the communication between the site and Stripe’s servers.

    If you go through the above guides and are still having trouble, please open a ticket for the Stripe extension in your WooCommerce.com account so we can take a closer look.

Viewing 3 replies - 1 through 3 (of 3 total)
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