Support » Plugin: WooCommerce » Session Timeouts Resulting in Duplicate Orders and Upset Customers

  • Resolved captaincrank

    (@captaincrank)


    On our last two orders the customers complained that they received a session expiration notice when submitting their order, so they resubmitted the order a second time. Though WC reported the expiration, Stripe accepted the initial transaction which resulted in the customers placing two orders.

    What could possibly be causing this, and if the WC session is expired why is the customer’s credit card info even allowed to be sent to the credit card processor? I cleared all the cart session data in WC tools after learning of this problem, but am concerned we are losing sales as a result. Is there a way to fix this or extend the WC session time? Thanks in advance for your help!

    We are running:

    WP: 5.0.3
    WC: 3.5.4
    PHP: 7.0.33
    No Overrides
    CC Processor: Stripe

Viewing 3 replies - 1 through 3 (of 3 total)
  • Plugin Support John Coy

    (@johndcoy)

    Automattic Happiness Engineer

    Hi @captaincrank

    Typically issues like this are caused by a theme or plugin conflict. Try switching back to a default theme like Twenty Nineteen and disable all plugins except for WooCommerce to see if this resolves the issue. If so, then re-enable each one at a time until you find the one that’s causing the conflict.

    Plugin Support Phillip C.

    (@phillipwoo)

    First, there have been updates to both WordPress and WooCommerce since you submitted this request. Have you updated them? If so, has this resolved the issue?

    If not, issues like this are often caused by either a conflict with your theme or with another plugin. The best way to determine if the issue is being caused by a theme and/or plugin is to temporarily switch your theme to Storefront (https://woocommerce.com/products/storefront/) and disable all plugins except for WooCommerce and Stripe. Finally, test to see if the issue is resolved.

    To help troubleshoot:
    * Meks Quick Plugin Disabler (https://wordpress.org/plugins/meks-quick-plugin-disabler/) is a plugin you can install which will remember what plugins you currently have active so it’s easy to switch them back on.
    * Health Check (https://wordpress.org/plugins/health-check/) is a plugin that allows you to temporarily disable other plugins and switch themes for that session without impacting your users.

    If that resolves the issue, then one-by-one you can switch back your theme and re-enable your plugins, testing in between, until you find the one causing the conflict.

    Alternatively, if you have a staging site you could perform your tests there. You can create one easily on your own server using the WP Staging extension (https://wordpress.org/plugins/wp-staging/).

    Let me know how this works for you.

    Thanks!

    Plugin Support Phillip C.

    (@phillipwoo)

    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.

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