“Payment not completed” error message while payment is successful

Hi Igor,

I could identify the specific problematic use case:
– Use of express checkout (from Stripe for Woocommerce plugin) for payment
– Billing Address information are not filled in the standard Woocommerce Checkout page

By using the standard payment process (no Express Checkout), clients must fill Billing Address information and therefore the problem does not occur.

Regards,
Christian

Hi Igor,

Please find below the anonymized logs of a problematic payment in PROD:

2022-03-17T11:43:25+00:00 DEBUG 
====Stripe Version: 6.3.0====
====Start Log====
sources/src_1KeHjkLdIC4F3umMXaImyxBr
====End Log====

2022-03-17T11:43:26+00:00 DEBUG 
====Stripe Version: 6.3.0====
====Start Log====
customers/cus_LKI6ArkBnH7S3a request: Array
(
    [email] => client_username@gmail.com
    [description] => Name: Client_First_Name Client_Last_Name, Username: client_username
    [name] => Client_First_Name Client_Last_Name
    [metadata] => Array
        (
        )

    [preferred_locales] => Array
        (
            [0] => en-US
        )

)

====End Log====

2022-03-17T11:43:26+00:00 DEBUG 
====Stripe Version: 6.3.0====
====Start Log====
Info: Begin processing payment for order 38739 for the amount of 3.00
====End Log====

2022-03-17T11:43:26+00:00 DEBUG 
====Stripe Version: 6.3.0====
====Start Log====
payment_intents request: Array
(
    [source] => src_1KeHjkLdIC4F3umMXaImyxBr
    [amount] => 300
    [currency] => usd
    [description] => • Company_Name - Order 38739
    [metadata] => Array
        (
            [customer_name] => Client_First_Name Client_Last_Name
            [customer_email] => client_username@gmail.com
            [order_id] => 38739
            [site_url] => https://WEBSITE.COM
        )

    [capture_method] => automatic
    [payment_method_types] => Array
        (
            [0] => card
        )

    [customer] => cus_LKI6ArkBnH7S3a
)

====End Log====

2022-03-17T11:43:27+00:00 DEBUG 
====Stripe Version: 6.3.0====
====Start Log====
Stripe PaymentIntent pi_3KeHjmLdIC4F3umM2m9f4OmD initiated for order 38739
====End Log====

2022-03-17T11:43:27+00:00 DEBUG 
====Stripe Version: 6.3.0====
====Start Log====
payment_intents/pi_3KeHjmLdIC4F3umM2m9f4OmD/confirm request: Array
(
    [source] => src_1KeHjkLdIC4F3umMXaImyxBr
)

====End Log====

2022-03-17T11:43:29+00:00 DEBUG 
====Stripe Version: 6.3.0====
====Start Log====
Stripe PaymentIntent pi_3KeHjmLdIC4F3umM2m9f4OmD succeeded for order 38739
====End Log====

2022-03-17T11:43:29+00:00 DEBUG 
====Stripe Version: 6.3.0====
====Start Log====
Processing response: stdClass Object
(
    [id] => ch_3KeHjmLdIC4F3umM2JDCEA8E
    [object] => charge
    [amount] => 300
    [amount_captured] => 300
    [amount_refunded] => 0
    [application] => 
    [application_fee] => 
    [application_fee_amount] => 
    [balance_transaction] => txn_3KeHjmLdIC4F3umM2HNmgyFF
    [billing_details] => stdClass Object
        (
            [address] => stdClass Object
                (
                    [city] => Client_City
                    [country] => CH
                    [line1] => Client_Street
                    [line2] => 
                    [postal_code] => 9999
                    [state] => 
                )

            [email] => client_username@gmail.com
            [name] => Client_First_Name Client_Last_Name
            [phone] => +1 23 456 78 90
        )

    [calculated_statement_descriptor] => WEBSITE.COM
    [captured] => 1
    [created] => 1647517407
    [currency] => usd
    [customer] => cus_LKI6ArkBnH7S3a
    [description] => • Company_Name - Order 38739
    [destination] => 
    [dispute] => 
    [disputed] => 
    [failure_code] => 
    [failure_message] => 
    [fraud_details] => stdClass Object
        (
        )

    [invoice] => 
    [livemode] => 1
    [metadata] => stdClass Object
        (
            [customer_name] => Client_First_Name Client_Last_Name
            [customer_email] => client_username@gmail.com
            [order_id] => 38739
            [site_url] => https://WEBSITE.COM
        )

    [on_behalf_of] => 
    [order] => 
    [outcome] => stdClass Object
        (
            [network_status] => approved_by_network
            [reason] => 
            [risk_level] => normal
            [seller_message] => Payment complete.
            [type] => authorized
        )

    [paid] => 1
    [payment_intent] => pi_3KeHjmLdIC4F3umM2m9f4OmD
    [payment_method] => src_1KeHjkLdIC4F3umMXaImyxBr
    [payment_method_details] => stdClass Object
        (
            [card] => stdClass Object
                (
                    [brand] => visa
                    [checks] => stdClass Object
                        (
                            [address_line1_check] => unavailable
                            [address_postal_code_check] => unavailable
                            [cvc_check] => 
                        )

                    [country] => CH
                    [exp_month] => 4
                    [exp_year] => 2024
                    [fingerprint] => 1Atv3HfZPqO8aq0X
                    [funding] => credit
                    [installments] => 
                    [last4] => 9999
                    [mandate] => 
                    [network] => visa
                    [three_d_secure] => 
                    [wallet] => stdClass Object
                        (
                            [dynamic_last4] => 9999
                            [google_pay] => stdClass Object
                                (
                                )

                            [type] => google_pay
                        )

                )

            [type] => card
        )

    [receipt_email] => 
    [receipt_number] => 
    [receipt_url] => https://pay.stripe.com/receipts/acct_1I0lQLLdIC4F3umM/ch_3KeHjmLdIC4F3umM2JDCEA8E/rcpt_xxxxxxxxxxxxxxxx
    [refunded] => 
    [refunds] => stdClass Object
        (
            [object] => list
            [data] => Array
                (
                )

            [has_more] => 
            [total_count] => 0
            [url] => /v1/charges/ch_3KeHjmLdIC4F3umM2JDCEA8E/refunds
        )

    [review] => 
    [shipping] => 
    [source] => stdClass Object
        (
            [id] => src_1KeHjkLdIC4F3umMXaImyxBr
            [object] => source
            [amount] => 
            [card] => stdClass Object
                (
                    [exp_month] => 4
                    [exp_year] => 2024
                    [last4] => 9999
                    [country] => CH
                    [brand] => Visa
                    [address_line1_check] => unavailable
                    [address_zip_check] => unavailable
                    [funding] => credit
                    [tokenization_method] => android_pay
                    [dynamic_last4] => 9999
                    [fingerprint] => 1Atv3HfZPqO8aq0X
                    [three_d_secure] => optional
                    [name] => 
                    [cvc_check] => 
                )

            [client_secret] => src_client_secret_izVCy5j3xktmaSBT5VjWPCJc
            [created] => 1647517408
            [currency] => 
            [flow] => none
            [livemode] => 1
            [metadata] => stdClass Object
                (
                )

            [owner] => stdClass Object
                (
                    [address] => stdClass Object
                        (
                            [city] => Client_City
                            [country] => CH
                            [line1] => Client_Street
                            [line2] => 
                            [postal_code] => 9999
                            [state] => 
                        )

                    [email] => client_username@gmail.com
                    [name] => Client_First_Name Client_Last_Name
                    [phone] => +1 23 456 78 90
                    [verified_address] => 
                    [verified_email] => 
                    [verified_name] => 
                    [verified_phone] => 
                )

            [statement_descriptor] => 
            [status] => consumed
            [type] => card
            [usage] => reusable
        )

    [source_transfer] => 
    [statement_descriptor] => 
    [statement_descriptor_suffix] => 
    [status] => succeeded
    [transfer_data] => 
    [transfer_group] => 
)

====End Log====

2022-03-17T11:43:29+00:00 DEBUG 
====Stripe Version: 6.3.0====
====Start Log====
balance/history/txn_3KeHjmLdIC4F3umM2HNmgyFF
====End Log====

Hi!

Thanks for your reply.

– I do believe that it is only happening with Express Checkout (Apple and Google Pay) but I have no way to be 100% sure
– I could reproduce the problem with Google Pay: the Google Pay pop-up displays the error message and if I close it, the initial Checkout page is still present at the same state (ready to pay). This is why clients try to pay again and end up with 2 similar orders.
– The order status change is happening the same way as for a “normal” successful payment
– I see the same standard order notes as for “normal” successful orders:
1) Stripe payment intent created (Payment Intent ID: pi_3KeHjmLdIC4F3umxxxxxxxxx)
2) Order status changed from Pending payment to Completed.
3) Stripe charge complete (Charge ID: ch_3KeHjmLdIC4F3umxxxxxxxx)
– Custom coding:
1) Child theme: I have some API POST calls to the CRM that are triggered with action hook ‘woocommerce_order_status_completed’. As it is happening after the payment has been done, it is not supposed to have any influence.
2) Custom footers/header: no impact on Woocommerce functionalities
3) Checkout Field Manager: I have disables some of the Billing Address fields displayed in Checkout page. Disabling this plugin (and therefore displaying all standard fields) doesn’t solve the problem.
4) WooCommerce Order Status Control plugin: it is automatically updating the status of orders from Processing to Completed. Disabling this plugin doesn’t solve the problem

Hope it helps.

Regards,
Christian

Hi Igor,

Thanks for the valuable feedback.
I could identify and fix 2 problems that were generating JavaScript errors.

A re-test after the fixes still lead to the same problem with Express Checkout.

Here is the logs in the Chrome Developer Tools Conole:

This Element will be mounted to a DOM element that contains child nodes.
t.a @ controller-31449690106fb498a299952ce1879128.js:1
warn @ controller-31449690106fb498a299952ce1879128.js:1
(anonymous) @ controller-31449690106fb498a299952ce1879128.js:1
controller-31449690106fb498a299952ce1879128.js:1 You are using payment_element_beta_1, an outdated beta version of the Payment Element. To upgrade: https://stripe.com/docs/payments/payment-element/upgrade-from-beta
t.a @ controller-31449690106fb498a299952ce1879128.js:1
warn @ controller-31449690106fb498a299952ce1879128.js:1
(anonymous) @ controller-31449690106fb498a299952ce1879128.js:1
postMessage (async)
p @ shared-9792061038fcd…03c779c0538785.js:1
p._sendControllerMessage @ shared-9792061038fcd…03c779c0538785.js:1
warn @ shared-9792061038fcd…03c779c0538785.js:1
(anonymous) @ elements-inner-payme…84aed4240f9b3a.js:1
ca @ elements-inner-payme…84aed4240f9b3a.js:1
Va @ elements-inner-payme…84aed4240f9b3a.js:1
t.unstable_runWithPriority @ elements-inner-payme…84aed4240f9b3a.js:1
At @ elements-inner-payme…84aed4240f9b3a.js:1
Fa @ elements-inner-payme…84aed4240f9b3a.js:1
_a @ elements-inner-payme…84aed4240f9b3a.js:1
(anonymous) @ elements-inner-payme…84aed4240f9b3a.js:1
t.unstable_runWithPriority @ elements-inner-payme…84aed4240f9b3a.js:1
At @ elements-inner-payme…84aed4240f9b3a.js:1
Pt @ elements-inner-payme…84aed4240f9b3a.js:1
Tt @ elements-inner-payme…84aed4240f9b3a.js:1
ya @ elements-inner-payme…84aed4240f9b3a.js:1
Mn @ elements-inner-payme…84aed4240f9b3a.js:1
Promise.then (async)
(anonymous) @ elements-inner-payme…84aed4240f9b3a.js:1
ca @ elements-inner-payme…84aed4240f9b3a.js:1
Va @ elements-inner-payme…84aed4240f9b3a.js:1
t.unstable_runWithPriority @ elements-inner-payme…84aed4240f9b3a.js:1
At @ elements-inner-payme…84aed4240f9b3a.js:1
Fa @ elements-inner-payme…84aed4240f9b3a.js:1
(anonymous) @ elements-inner-payme…84aed4240f9b3a.js:1
l @ elements-inner-payme…84aed4240f9b3a.js:1
N.port1.onmessage @ elements-inner-payme…84aed4240f9b3a.js:1
pay.js:127 DEVELOPER_ERROR in loadPaymentData: An error occurred in call back, please try to avoid this by setting structured error in callback response
E @ pay.js:127
Hc @ pay.js:162
(anonymous) @ pay.js:164
Promise.then (async)
Ic @ pay.js:164
Qc.b.onpaymentmethodchange @ pay.js:171
controller-31449690106fb498a299952ce1879128.js:1 Timed out waiting for a call to complete(). Once you have processed the payment in the "source" handler, you must call event.complete within 30 seconds.
t.a @ controller-31449690106fb498a299952ce1879128.js:1
warn @ controller-31449690106fb498a299952ce1879128.js:1
(anonymous) @ controller-31449690106fb498a299952ce1879128.js:1

And the Woocommerce logs related to this order:

2022-03-21T10:31:20+00:00 DEBUG 
====Stripe Version: 6.3.0====
====Start Log====
sources/src_1KfiWALdIC4F3umMATYDkFLN
====End Log====

2022-03-21T10:31:20+00:00 DEBUG 
====Stripe Version: 6.3.0====
====Start Log====
customers/cus_LKI6ArkBnH7S3a request: Array
(
    [email] => client@gmail.com
    [description] => Name: Client First Name Client Last Name, Username: client
    [name] => Client First Name Client Last Name
    [metadata] => Array
        (
        )

    [preferred_locales] => Array
        (
            [0] => en-US
        )

)

====End Log====

2022-03-21T10:31:21+00:00 DEBUG 
====Stripe Version: 6.3.0====
====Start Log====
customers request: Array
(
    [email] => client@gmail.com
    [description] => Name: Client First Name Client Last Name, Username: client
    [name] => Client First Name Client Last Name
    [metadata] => Array
        (
        )

    [preferred_locales] => Array
        (
            [0] => en-US
        )

)

====End Log====

2022-03-21T10:31:21+00:00 DEBUG 
====Stripe Version: 6.3.0====
====Start Log====
customers/cus_LMRPxYCnYVmexL request: Array
(
    [email] => client@gmail.com
    [description] => Name: Client First Name Client Last Name, Username: client
    [name] => Client First Name Client Last Name
    [metadata] => Array
        (
        )

    [preferred_locales] => Array
        (
            [0] => en-US
        )

)

====End Log====

2022-03-21T10:31:22+00:00 DEBUG 
====Stripe Version: 6.3.0====
====Start Log====
Info: Begin processing payment for order 38846 for the amount of 3.00
====End Log====

2022-03-21T10:31:22+00:00 DEBUG 
====Stripe Version: 6.3.0====
====Start Log====
payment_intents request: Array
(
    [source] => src_1KfiWALdIC4F3umMATYDkFLN
    [amount] => 300
    [currency] => usd
    [description] => • Company_Name - Order 38846
    [metadata] => Array
        (
            [customer_name] => Client First Name Client Last Name
            [customer_email] => client@gmail.com
            [order_id] => 38846
            [site_url] => https://website.com
        )

    [capture_method] => automatic
    [payment_method_types] => Array
        (
            [0] => card
        )

    [customer] => cus_LMRPxYCnYVmexL
)

====End Log====

2022-03-21T10:31:22+00:00 DEBUG 
====Stripe Version: 6.3.0====
====Start Log====
Stripe PaymentIntent pi_3KfiWELdIC4F3umM1ftBK2nS initiated for order 38846
====End Log====

2022-03-21T10:31:22+00:00 DEBUG 
====Stripe Version: 6.3.0====
====Start Log====
payment_intents/pi_3KfiWELdIC4F3umM1ftBK2nS/confirm request: Array
(
    [source] => src_1KfiWALdIC4F3umMATYDkFLN
)

====End Log====

2022-03-21T10:31:24+00:00 DEBUG 
====Stripe Version: 6.3.0====
====Start Log====
Stripe PaymentIntent pi_3KfiWELdIC4F3umM1ftBK2nS succeeded for order 38846
====End Log====

2022-03-21T10:31:24+00:00 DEBUG 
====Stripe Version: 6.3.0====
====Start Log====
Processing response: stdClass Object
(
    [id] => ch_3KfiWELdIC4F3umM1e3z6SHb
    [object] => charge
    [amount] => 300
    [amount_captured] => 300
    [amount_refunded] => 0
    [application] => 
    [application_fee] => 
    [application_fee_amount] => 
    [balance_transaction] => txn_3KfiWELdIC4F3umM1iKIqUHC
    [billing_details] => stdClass Object
        (
            [address] => stdClass Object
                (
                    [city] => City
                    [country] => CH
                    [line1] => Street
                    [line2] => 
                    [postal_code] => 9999
                    [state] => 
                )

            [email] => client@gmail.com
            [name] => Client First Name Client Last Name
            [phone] => +11111111111
        )

    [calculated_statement_descriptor] => WEBSITE.COM
    [captured] => 1
    [created] => 1647858683
    [currency] => usd
    [customer] => cus_LMRPxYCnYVmexL
    [description] => • Company_Name - Order 38846
    [destination] => 
    [dispute] => 
    [disputed] => 
    [failure_code] => 
    [failure_message] => 
    [fraud_details] => stdClass Object
        (
        )

    [invoice] => 
    [livemode] => 
    [metadata] => stdClass Object
        (
            [customer_name] => Client First Name Client Last Name
            [customer_email] => client@gmail.com
            [order_id] => 38846
            [site_url] => https://website.com
        )

    [on_behalf_of] => 
    [order] => 
    [outcome] => stdClass Object
        (
            [network_status] => approved_by_network
            [reason] => 
            [risk_level] => normal
            [risk_score] => 22
            [seller_message] => Payment complete.
            [type] => authorized
        )

    [paid] => 1
    [payment_intent] => pi_3KfiWELdIC4F3umM1ftBK2nS
    [payment_method] => src_1KfiWALdIC4F3umMATYDkFLN
    [payment_method_details] => stdClass Object
        (
            [card] => stdClass Object
                (
                    [brand] => visa
                    [checks] => stdClass Object
                        (
                            [address_line1_check] => pass
                            [address_postal_code_check] => pass
                            [cvc_check] => 
                        )

                    [country] => US
                    [exp_month] => 4
                    [exp_year] => 2033
                    [fingerprint] => 1fZlpnVQHe8L7m44
                    [funding] => credit
                    [installments] => 
                    [last4] => 9999
                    [mandate] => 
                    [network] => visa
                    [three_d_secure] => 
                    [wallet] => stdClass Object
                        (
                            [dynamic_last4] => 4242
                            [google_pay] => stdClass Object
                                (
                                )

                            [type] => google_pay
                        )

                )

            [type] => card
        )

    [receipt_email] => 
    [receipt_number] => 
    [receipt_url] => https://pay.stripe.com/receipts/acct_1I0lQLLdIC4F3umM/ch_3KfiWELdIC4F3umM1e3z6SHb/rcpt_LMRP7lypyeAlhjYSSp1ymVWwxxxxxxx
    [refunded] => 
    [refunds] => stdClass Object
        (
            [object] => list
            [data] => Array
                (
                )

            [has_more] => 
            [total_count] => 0
            [url] => /v1/charges/ch_3KfiWELdIC4F3umM1e3z6SHb/refunds
        )

    [review] => 
    [shipping] => 
    [source] => stdClass Object
        (
            [id] => src_1KfiWALdIC4F3umMATYDkFLN
            [object] => source
            [amount] => 
            [card] => stdClass Object
                (
                    [exp_month] => 4
                    [exp_year] => 2033
                    [last4] => 9999
                    [country] => US
                    [brand] => Visa
                    [address_line1_check] => pass
                    [address_zip_check] => pass
                    [funding] => credit
                    [tokenization_method] => android_pay
                    [dynamic_last4] => 4242
                    [fingerprint] => 1fZlpnVQHe8L7m44
                    [three_d_secure] => optional
                    [name] => 
                    [cvc_check] => 
                )

            [client_secret] => src_client_secret_hqkHohWaMtlNmzmxj6O9pbiQ
            [created] => 1647858683
            [currency] => 
            [flow] => none
            [livemode] => 
            [metadata] => stdClass Object
                (
                )

            [owner] => stdClass Object
                (
                    [address] => stdClass Object
                        (
                            [city] => City
                            [country] => CH
                            [line1] => Street
                            [line2] => 
                            [postal_code] => 9999
                            [state] => 
                        )

                    [email] => client@gmail.com
                    [name] => Client First Name Client Last Name
                    [phone] => +11111111111
                    [verified_address] => 
                    [verified_email] => 
                    [verified_name] => 
                    [verified_phone] => 
                )

            [statement_descriptor] => 
            [status] => consumed
            [type] => card
            [usage] => reusable
        )

    [source_transfer] => 
    [statement_descriptor] => 
    [statement_descriptor_suffix] => 
    [status] => succeeded
    [transfer_data] => 
    [transfer_group] => 
)

====End Log====

2022-03-21T10:31:24+00:00 DEBUG 
====Stripe Version: 6.3.0====
====Start Log====
balance/history/txn_3KfiWELdIC4F3umM1iKIqUHC
====End Log====