Support » Plugin: WooCommerce Stripe Payment Gateway » Payment made even though the order was canceled

  • Resolved julieningenius

    (@julieningenius)


    Hi,
    I’m having an issue with one of my clients. She has a shop on wordpress/woocommerce and use WooCommerce Stripe Payment Gateway for payment option.
    Usually, everything works perfectly, but she had a problem with two orders.
    The orders were canceled, usually, when this happens, the customer is not debited, but with 2 orders, they were debited.
    Has this happened to anyone before ?

    Thank you for your help
    Best regards

Viewing 3 replies - 1 through 3 (of 3 total)
  • Plugin Support Ryan Ray, a11n

    (@ryanr14)

    Hi @julieningenius,

    Usually, everything works perfectly, but she had a problem with two orders.
    The orders were canceled, usually, when this happens, the customer is not debited, but with 2 orders, they were debited.
    Has this happened to anyone before ?

    Thanks for the information so far. We’d be glad to help further, but I think it’d be helpful to see some of the order details regarding these two orders.

    Maybe it’s some sort of issue where Stripe & WooCommerce aren’t communicating, so WooCommerce thought the orders were unpaid and cancelled them (depending on your settings) while the customers were actually charged via Stripe. It’s just that WooCommerce didn’t hear back from Stripe to confirm that payment was made.

    Nonetheless, please contact us at WooCommerce.com > My Account > Support. You may need to create an account before you can access that page. Be sure to send us your system status, and some screenshots of the orders in question. In particular the order note would be helpful to see.

    Please include a link to this forum thread, so that we can keep track of what’s already been done.

    In addition check your settings under WP Admin → WooCommerce → Settings → Products → Inventory and see if you have any time limit set in the Hold stock (minutes) settings. Finally, head into your Stripe settings via WP Admin → WooCommerce → Settings → Payments → Stripe and be sure there is a Webhook secret setup there.

    With all of that information we can quickly help figure out what could be happening. Thanks!

    Thread Starter julieningenius

    (@julieningenius)

    Thank you for your fast answer!
    I’ve contacted the woocommerce support.

    Plugin Support Ryan Ray, a11n

    (@ryanr14)

    Hi @julieningenius,

    Happy to help. I’ll look for this ticket now, thank you!

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