SEPA issue

  • alpha2

    (@neoseeyou)


    5 months, 4 weeks ago

    Hello

    In several cases, the SEPA payment has been refused by the bank a few days after the purchase. This is not a dispute!

    When there’s a dispute, your plugin to change the order status (failed).

    But when the bank refuses, the status of the affected orders remains unchanged. Could you do something about this? It’s a real loss for us. We don’t know which orders have this problem and we’re not able to contact these customers again to reissue payment.

    Thanks

Viewing 15 replies - 1 through 15 (of 25 total)
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  • Plugin Author Payment Plugins

    (@mrclayton)

    5 months, 4 weeks ago

    Hi @neoseeyou

    I need more information from you to understand what your request is.

    But when the bank refuses, the status of the affected orders remains unchanged.

    What is the webhook event that Stripe is sending to indicate this bank refusal? The plugin is already designed to receive the charge.failed webhook. If that is the event being sent, please ensure your webhook is receiving that event type.

    Kind Regards

    Thread Starter alpha2

    (@neoseeyou)

    5 months, 4 weeks ago

    Hello,

    >What is the webhook event that Stripe is sending to indicate this bank refusal?

    I don’t know exactly.

    > The plugin is already designed to receive the charge.failed webhook

    I know that when there is a dispute, the event is sent via the webhook and the order goes from the status ‘completed’ to ‘failed’. No probleme when there is a dispute, but in this case, it’s a bank refusal.

    Thread Starter alpha2

    (@neoseeyou)

    5 months, 4 weeks ago

    Screenshot in stripe: https://ibb.co/TRQ6gqc

    As far as I remember, the webhook is automatically configured by your module, so there should be no problem.

    • This reply was modified 5 months, 4 weeks ago by alpha2.
    Plugin Author Payment Plugins

    (@mrclayton)

    5 months, 4 weeks ago

    As far as I remember, the webhook is automatically configured by your module, so there should be no problem.

    Yes, the plugin sets up the webhook automatically but it’s not uncommon for admins to make changes and add/remove events.

    If you click on the payment refusal in Stripe, it should show which webhook event was sent as part of that payment’s cycle.

    Kind Regards

    Thread Starter alpha2

    (@neoseeyou)

    5 months, 4 weeks ago

    A screenshot of our webhook

    https://ibb.co/M75y2qB

    And message from stripe for an order with this issue :

    “Paiement refusé par la banque émettriceThe payment can’t be processed because your customer’s bank has blocked Direct Debits, either by the bank’s actions or your customer’s. Reach out to your customer to understand the reason for the block. If the bank unblocks the account, attempt the transaction again.”

    Is it possible for your team (we did that before) to check the charge failed event on our stripe account if i give you an email and order ID ?

    Plugin Author Payment Plugins

    (@mrclayton)

    5 months, 4 weeks ago

    Hi @neoseeyou

    The log information wouldn’t really show us the webhook event that was triggered. You can reach out to us here and provide any webhook info that you would like to keep private.

    You can also share your Stripe account ID via that contact us page.

    Kind Regards

    Thread Starter alpha2

    (@neoseeyou)

    5 months, 3 weeks ago

    Thank you , i contact you right away

    Thread Starter alpha2

    (@neoseeyou)

    5 months, 2 weeks ago

    Hello, have you received my support ticket?

    THanks

    Plugin Author Payment Plugins

    (@mrclayton)

    5 months, 2 weeks ago

    Hi @neoseeyou

    I don’t see any support request from you. Did you receive a ticket #?

    I suggest we just continue support via this channel.

    The only information I need from you is what webhook event is being triggered by Stripe when there is a bank refusal. The plugin is already designed to perform actions when a charge.failed event is received.

    Kind Regards

    Thread Starter alpha2

    (@neoseeyou)

    5 months, 2 weeks ago

    Well i sent a huge support ticket with datas and more questions too….

    • This reply was modified 5 months, 2 weeks ago by alpha2.
    Plugin Author Payment Plugins

    (@mrclayton)

    5 months, 2 weeks ago

    Did you receive a support ticket #?

    If not then I suggest you:

    1. Submit your support ticket via the Help Widget within the plugin or
    2. Send us an email directly to our support email.

    Kind Regards

    Thread Starter alpha2

    (@neoseeyou)

    5 months, 2 weeks ago

    Ok so apparently the webhook sent a charge failed

    https://ibb.co/s6ywgrT

    But it didn’t come back to our website. I check the webhook and the charge failed is check

    https://ibb.co/QJRjQsK

    By the way, we are using old api version (2022-11-15), do we need to upgrade to last API version?

    https://ibb.co/qRH7x8J

    Thanks

    • This reply was modified 5 months, 2 weeks ago by alpha2.
    • This reply was modified 5 months, 2 weeks ago by alpha2.
    Thread Starter alpha2

    (@neoseeyou)

    5 months, 1 week ago

    Hello any ,news about this issue?

    We still have two stripe payments marked as failed on stripe and whose orders on woocommerce are not marked as “failed”.

    I can provide admin access to our website if needed.

    Plugin Author Payment Plugins

    (@mrclayton)

    5 months, 1 week ago

    But it didn’t come back to our website. I check the webhook and the charge failed is check

    If a webhook failed to deliver than that’s likely what the issue is.

    Thread Starter alpha2

    (@neoseeyou)

    5 months, 1 week ago

    understand but how can i solve this issue by myself in this case?

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