Support » Plugin: WooCommerce eWAY Gateway » Payment successful but order marked as failed

  • Hi there,

    We’re experiencing an intermittent issue, where occasionally (quite rarely) an eWAY transaction will be successful and we can see the payment in our eWAY portal, but WooCommerce marks the order as failed. This is the specific WooCommerce order note when this happens:

    “eWAY payment failed – Incomplete (Access Code in progress/incomplete) Order status changed from Pending payment to Failed.”

    The eWAY website states that this error code means:

    “This response is normally returned if you request the results of the access code, without submitting the payment details to us for processing. This can occur if there is an issue with the HTML post of card data with the transparent redirect. “

    However I’m skeptical that there is an issue with the card POST data, given the payment actually succeeds, and it’s a rare issue for us to see.

    Has anyone seen this or anything similar, and might know what we can check first? The customer appears to be taking no specific action that anyone else doesn’t do, and the server error logs don’t report any issues at the time of order.

    Any help or direction you can provide would be much appreciated. Thank you.

Viewing 10 replies - 1 through 10 (of 10 total)
  • Plugin Support dougaitken

    (@dougaitken)

    Automattic Happiness Engineer

    Hi @silvercode

    How odd – this only happens for a small percentage of orders?

    Is there any pattern at all to the payments that could help with troubleshooting this? Can you tell me if there is anything obvious in the eWay log file found at WP Admin > WooCommerce > Status > Logs > eway-2020-...

    If there is a greated order with customer details, I appreciate this may not be something you’re open to but, would you be able to reach out to the customer to see if they noticed anything broken about the purchase flow or maybe they left the checkout at that point?

    Thanks,

    Hi dougaitken,

    That’s correct, it’s a tiny amount of orders. Less than 1% of total orders.

    I’ve investigated for any patterns but I really can’t seem to find a common denominator. It’s happening across multiple different user agents, time periods, products, order details, etc.

    The mentioned eWAY log file doesn’t exist, so I presume it hasn’t seen any errors or warnings.

    If it’s not obvious and isn’t something you have seen before then we may need to work with the next customer that sees it. Obviously not ideal, but I appreciate that it’s quite random and difficult to replicate so far.

    If you have any other thoughts it would be much appreciated. Thank you.

    Plugin Support Mike S

    (@mikestraw)

    Hi @silvercode ,

    Can you activate debugging under WooCommerce > Settings > Payments > EWAY?

    eWAY debug mode
    Link to image: https://d.pr/i/kxcGdV

    This will add additional debug logs that may give more insight to those transactions. That log can get quite large as it includes all the information sent between your site and eWAY, so you may want to leave it active until some transactions fail, then turn it off once the logs are available.

    Hey Mike S,

    Thanks for your reply.

    Correct me if I’m wrong, but will that option then display logs to customers on checkout (on the page)? Or will it only display notices when logged in as an administrator? Just cautious about enabling debug mode if it displays transactions / API requests etc to users.

    Thank you!

    Plugin Support Mike S

    (@mikestraw)

    Hi @silvercode ,

    I just checked and eWay does indeed put those onto the checkout page, instead of adding it to the debug logs under WooCommerce > Status > Logs.

    Would you be able to set up a staging site and test the eWay gateway in sandbox mode? I know the intermittent nature will make it tricky, but if it can be forced on a staging site, there may be a cause that reveals itself.

    Hey @mikestraw,

    I am currently experiencing a similar issue where payment is successful and shows complete in e-way but the order itself in WooCommerce states it as failed. This happens for all orders not just a few.

    From a user perspective once you complete the checkout you are redirected to the order details page with an message “Unfortunately you order cannot be processed as the originating bank/merchant has declined you transaction. Please attempt your purchase again”

    Let me know what you would like me to provide to help debug this issue.

    Plugin Support Hannah S.

    (@fernashes)

    Automattic Happiness Engineer

    Hey there @slootzdesigns – can you please start a new thread with your question? That’ll help us to focus on each individual situation. Thanks!

    Plugin Support Adam

    (@adamkheckler)

    @silvercode We haven’t heard back from you in a while, so I’m going to mark this as resolved – if you have any further questions, you can start a new thread.

    This is definitely not resolved, but we are completely at a loss as to what we’re expected to do. We can’t sit there all day processing hundreds of fake orders waiting for the issue to happen and troubleshoot your plugin’s issue for you. Now somebody else has reported a similar issue (as per https://wordpress.org/support/topic/payment-successful-but-order-marked-as-failed-2/) so it would seem there is a problem that needs closer inspection on your part.

    Plugin Support Hannah S.

    (@fernashes)

    Automattic Happiness Engineer

    Hey there @silvercode,

    We can’t sit there all day processing hundreds of fake orders waiting for the issue to happen and troubleshoot your plugin’s issue for you.

    It’s frustrating because it’s an intermittent problem that we can’t reproduce on our end – that means we can’t fix it, because we don’t know what’s happening. There’s also the fact that because we can’t reproduce it, it’s likely to be something very specific to your site’s setup. That’s why we ask for a staging site and further testing from your end.

    Mike asked you to enable logging so that we can see the responses that come back from PayPal. It looks like you didn’t want to do that because your customers would see that information. In that case, a staging site is a good idea because then you can do that test without affecting your customers. It may be that the log files will already tell us what we need to know.

    We do close forum threads if we haven’t heard from you in a week – you can reopen them at any time, but we may not catch the new message if it has gotten buried in forum threads.

    Now somebody else has reported a similar issue (as per https://wordpress.org/support/topic/payment-successful-but-order-marked-as-failed-2/) so it would seem there is a problem that needs closer inspection on your part.

    I took a look at that thread but I’m not sure if the actual underlying issue is related yet. For example, they’re seeing the problem on every single order while you’re seeing it intermittently. The fact that the payment completed but the order failed usually has something to do with a communication problem between the payment processor (PayPal or eWay, in these cases) and the WooCommerce site. The resulting behavior is generic and common because there are so many possible underlying explanations.

    • This reply was modified 4 days, 8 hours ago by Hannah S.. Reason: Fixed formatting, added section on possibly related issue
    • This reply was modified 4 days, 8 hours ago by Hannah S..
    • This reply was modified 4 days, 8 hours ago by Hannah S..
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