Title: SEPA issue Last modified: January 10, 2025 --- # SEPA issue * [alpha2](https://wordpress.org/support/users/neoseeyou/) * (@neoseeyou) * [1 year, 4 months ago](https://wordpress.org/support/topic/sepa-issue/) * 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) 1 [2](https://wordpress.org/support/topic/sepa-issue/page/2/?output_format=md) [→](https://wordpress.org/support/topic/sepa-issue/page/2/?output_format=md) * Plugin Author [Clayton R](https://wordpress.org/support/users/mrclayton/) * (@mrclayton) * [1 year, 4 months ago](https://wordpress.org/support/topic/sepa-issue/#post-18236892) * Hi [@neoseeyou](https://wordpress.org/support/users/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](https://wordpress.org/support/users/neoseeyou/) * (@neoseeyou) * [1 year, 4 months ago](https://wordpress.org/support/topic/sepa-issue/#post-18236973) * 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](https://wordpress.org/support/users/neoseeyou/) * (@neoseeyou) * [1 year, 4 months ago](https://wordpress.org/support/topic/sepa-issue/#post-18236975) * Screenshot in stripe: [https://ibb.co/TRQ6gqc](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 1 year, 4 months ago by [alpha2](https://wordpress.org/support/users/neoseeyou/). * Plugin Author [Clayton R](https://wordpress.org/support/users/mrclayton/) * (@mrclayton) * [1 year, 4 months ago](https://wordpress.org/support/topic/sepa-issue/#post-18236989) * > 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](https://wordpress.org/support/users/neoseeyou/) * (@neoseeyou) * [1 year, 4 months ago](https://wordpress.org/support/topic/sepa-issue/#post-18237017) * A screenshot of our webhook [https://ibb.co/M75y2qB](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 [Clayton R](https://wordpress.org/support/users/mrclayton/) * (@mrclayton) * [1 year, 4 months ago](https://wordpress.org/support/topic/sepa-issue/#post-18237805) * Hi [@neoseeyou](https://wordpress.org/support/users/neoseeyou/) * The log information wouldn’t really show us the webhook event that was triggered. You can reach out to us [here](https://paymentplugins.com/contact-us/) 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](https://wordpress.org/support/users/neoseeyou/) * (@neoseeyou) * [1 year, 4 months ago](https://wordpress.org/support/topic/sepa-issue/#post-18244980) * Thank you , i contact you right away * Thread Starter [alpha2](https://wordpress.org/support/users/neoseeyou/) * (@neoseeyou) * [1 year, 4 months ago](https://wordpress.org/support/topic/sepa-issue/#post-18256007) * Hello, have you received my support ticket? * THanks * Plugin Author [Clayton R](https://wordpress.org/support/users/mrclayton/) * (@mrclayton) * [1 year, 4 months ago](https://wordpress.org/support/topic/sepa-issue/#post-18256997) * Hi [@neoseeyou](https://wordpress.org/support/users/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](https://wordpress.org/support/users/neoseeyou/) * (@neoseeyou) * [1 year, 4 months ago](https://wordpress.org/support/topic/sepa-issue/#post-18257013) * Well i sent a huge support ticket with datas and more questions too…. - This reply was modified 1 year, 4 months ago by [alpha2](https://wordpress.org/support/users/neoseeyou/). * Plugin Author [Clayton R](https://wordpress.org/support/users/mrclayton/) * (@mrclayton) * [1 year, 4 months ago](https://wordpress.org/support/topic/sepa-issue/#post-18257040) * 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](https://wordpress.org/support/users/neoseeyou/) * (@neoseeyou) * [1 year, 4 months ago](https://wordpress.org/support/topic/sepa-issue/#post-18257082) * Ok so apparently the webhook sent a charge failed [https://ibb.co/s6ywgrT](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](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](https://ibb.co/qRH7x8J) Thanks - This reply was modified 1 year, 4 months ago by [alpha2](https://wordpress.org/support/users/neoseeyou/). - This reply was modified 1 year, 4 months ago by [alpha2](https://wordpress.org/support/users/neoseeyou/). * Thread Starter [alpha2](https://wordpress.org/support/users/neoseeyou/) * (@neoseeyou) * [1 year, 4 months ago](https://wordpress.org/support/topic/sepa-issue/#post-18276897) * 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 [Clayton R](https://wordpress.org/support/users/mrclayton/) * (@mrclayton) * [1 year, 4 months ago](https://wordpress.org/support/topic/sepa-issue/#post-18277479) * > 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](https://wordpress.org/support/users/neoseeyou/) * (@neoseeyou) * [1 year, 4 months ago](https://wordpress.org/support/topic/sepa-issue/#post-18277481) * understand but how can i solve this issue by myself in this case? Viewing 15 replies - 1 through 15 (of 25 total) 1 [2](https://wordpress.org/support/topic/sepa-issue/page/2/?output_format=md) [→](https://wordpress.org/support/topic/sepa-issue/page/2/?output_format=md) The topic ‘SEPA issue’ is closed to new replies. * ![](https://ps.w.org/woo-stripe-payment/assets/icon-256x256.png?rev=2611337) * [Payment Plugins for Stripe WooCommerce](https://wordpress.org/plugins/woo-stripe-payment/) * [Frequently Asked Questions](https://wordpress.org/plugins/woo-stripe-payment/#faq) * [Support Threads](https://wordpress.org/support/plugin/woo-stripe-payment/) * [Active Topics](https://wordpress.org/support/plugin/woo-stripe-payment/active/) * [Unresolved Topics](https://wordpress.org/support/plugin/woo-stripe-payment/unresolved/) * [Reviews](https://wordpress.org/support/plugin/woo-stripe-payment/reviews/) * 25 replies * 2 participants * Last reply from: [alpha2](https://wordpress.org/support/users/neoseeyou/) * Last activity: [1 year, 4 months ago](https://wordpress.org/support/topic/sepa-issue/page/2/#post-18279114) * Status: not resolved