Support » Plugin: WooCommerce Stripe Payment Gateway » Sofort: Order marked as ‘Paid’ although sofort payment did’nt go through

  • Resolved mykilos

    (@mykilos)


    Hi,

    Paypal and Credit Card p. methods work fine. However when a Sofort payment does not go through (Cancelled,Failed…) we do not receive any Woocommerce notification and the order status is marked as ‘Processing’ and payment method as ‘Paid’. This causes many false order processing which are mistakenly perceived as successfully paid.

    Here is the Stripe log for the API calls from WC of the latest case of the failed Sofort payment. (Private details were deleted).

    LOG 1:
    Event details
    ID
    evt_1FqQguGj3lbIwgxB4seTuYcP
    Date
    16/12/2019, 22:01:20
    Type
    source.canceled
    Source
    Automatic

    {
    “object”: {
    “id”: “src_1FqPjjGj3lbIwgxBSGKXk53c”,
    “object”: “source”,
    “amount”: 12500,
    “client_secret”: “src_client_secret_GNA3hl7N7C2ljA70RdckxPqr”,
    “created”: 1576526411,
    “currency”: “eur”,
    “flow”: “redirect”,
    “livemode”: true,
    “metadata”: {
    },
    “owner”: {
    “address”: {
    “city”: “____”,
    “country”: “__”,
    “line1”: “____________”,
    “line2”: “”,
    “postal_code”: “____”,
    “state”: “__”
    },
    “email”: “________________”,
    “name”: “________________”,
    “phone”: “_______________”,
    “verified_address”: null,
    “verified_email”: null,
    “verified_name”: null,
    “verified_phone”: null
    },
    “redirect”: {
    “failure_reason”: null,
    “return_url”: “https://www.mykilos.com/de/zur-kasse/order-received/12707/?key=wc_order_BRwhivpmbCg5Q&utm_nooverride=1&order_id=12707”,
    “status”: “pending”,
    “url”: “https://hooks.stripe.com/redirect/authenticate/src_1FqPjjGj3lbIwgxBSGKXk53c?client_secret=src_client_secret_GNA3hl7N7C2ljA70RdckxPqr”
    },
    “sofort”: {
    “country”: “DE”,
    “preferred_language”: “de”,
    “bank_code”: null,
    “bic”: null,
    “bank_name”: null,
    “iban_last4”: null,
    “statement_descriptor”: null
    },
    “statement_descriptor”: null,
    “status”: “canceled”,
    “type”: “sofort”,
    “usage”: “single_use”
    }
    }

    LOG 2:
    evt_1FqPizGj3lbIwgxB2QAyGIBA
    Date
    16/12/2019, 20:59:25
    Type
    source.failed
    Source
    Automatic
    Event data
    {
    “object”: {
    “id”: “src_1FqPhWGj3lbIwgxBwhGVk2Zh”,
    “object”: “source”,
    “amount”: 12500,
    “client_secret”: “src_client_secret_GNA1JOAX4uiM1rU87URSYakZ”,
    “created”: 1576526274,
    “currency”: “eur”,
    “flow”: “redirect”,
    “livemode”: true,
    “metadata”: {
    },
    “owner”: {
    “address”: {
    “city”: “_____”,
    “country”: “__”,
    “line1”: “______”,
    “line2”: “”,
    “postal_code”: “_____”,
    “state”: “__”
    },
    “email”: “__________”,
    “name”: “_____________”,
    “phone”: “________”,
    “verified_address”: null,
    “verified_email”: null,
    “verified_name”: null,
    “verified_phone”: null
    },
    “redirect”: {
    “failure_reason”: “user_abort”,
    “return_url”: “https://www.mykilos.com/de/zur-kasse/order-received/12707/?key=wc_order_BRwhivpmbCg5Q&utm_nooverride=1&order_id=12707”,
    “status”: “failed”,
    “url”: “https://hooks.stripe.com/redirect/authenticate/src_1FqPhWGj3lbIwgxBwhGVk2Zh?client_secret=src_client_secret_GNA1JOAX4uiM1rU87URSYakZ”
    },
    “sofort”: {
    “country”: “DE”,
    “preferred_language”: “de”,
    “bank_code”: null,
    “bic”: null,
    “bank_name”: null,
    “iban_last4”: null,
    “statement_descriptor”: null
    },
    “statement_descriptor”: null,
    “status”: “failed”,
    “type”: “sofort”,
    “usage”: “single_use”
    }
    }

    Why did the order go through despite the fact it didn’t go through and why isn’t the order status automatically set to ‘Failed’ when such thing happens?

    Thx

    Tal

Viewing 6 replies - 1 through 6 (of 6 total)
  • Plugin Support Aashik P

    (@aashik)

    Hello Tal,

    This is not expected behavior. Can we have a screenshot of the order details page for this order (with private details redacted), please?

    You can use https://snag.gy for easily sharing screenshots – please follow the instructions on the page, then paste the URL as a response to this topic.

    Also, could you please share a copy of your site’s System Status? You can find it via WooCommerce > Status.
    Select “Get system report” and then “Copy for support”.  Once you’ve done that, paste it here in your response.

    Order screen shot: https://snipboard.io/BU8I1D.jpg

    System Status:

    
    ### WordPress Environment ###
    
    WordPress address (URL): https://www.mykilos.com
    Site address (URL): https://www.mykilos.com
    WC Version: 3.8.1
    REST API Version: ✔ 1.0.2
    Log Directory Writable: ✔
    WP Version: 5.3.1
    WP Multisite: –
    WP Memory Limit: 768 MB
    WP Debug Mode: –
    WP Cron: ✔
    Language: en_US
    External object cache: –
    
    ### Server Environment ###
    
    Server Info: Apache
    PHP Version: 7.1.33 - We recommend using PHP version 7.2 or above for greater performance and security. How to update your PHP version
    PHP Post Max Size: 128 MB
    PHP Time Limit: 120
    PHP Max Input Vars: 3000
    cURL Version: 7.61.1
    OpenSSL/1.1.1d
    
    SUHOSIN Installed: –
    MySQL Version: 5.7.25-28-log
    Max Upload Size: 128 MB
    Default Timezone is UTC: ✔
    fsockopen/cURL: ✔
    SoapClient: ✔
    DOMDocument: ✔
    GZip: ✔
    Multibyte String: ✔
    Remote Post: ✔
    Remote Get: ✔
    
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    MailChimp for WordPress Multilingual: by OnTheGoSystems – 0.0.3
    WPML Media: by OnTheGoSystems – 2.5.5
    WPML String Translation: by OnTheGoSystems – 3.0.4
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    ### Dropin Plugins (1) ###
    
    advanced-cache.php: advanced-cache.php
    
    ### Must Use Plugins (1) ###
    
    1&1 Product Subdomain: by 1&1 – 1.1.0
    
    ### Settings ###
    
    API Enabled: –
    Force SSL: –
    Currency: EUR (€)
    Currency Position: right_space
    Thousand Separator: .
    Decimal Separator: ,
    Number of Decimals: 2
    Taxonomies: Product Types: external (external)
    grouped (grouped)
    simple (simple)
    variable (variable)
    
    Taxonomies: Product Visibility: exclude-from-catalog (exclude-from-catalog)
    exclude-from-search (exclude-from-search)
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    Connected to WooCommerce.com: ✔
    
    ### WC Pages ###
    
    Shop base: #22 - /shop/
    Cart: #23 - /cart/
    Checkout: #24 - /checkout/
    My account: #25 - /my-account/
    Terms and conditions: #2337 - /de/agb/
    
    ### Theme ###
    
    Name: MYKILOS
    Version: 1.0
    Author URL: https://www.sohocreativegroup.com/
    Child Theme: ✔
    Parent Theme Name: Storefront
    Parent Theme Version: 2.5.3
    Parent Theme Author URL: https://woocommerce.com/
    WooCommerce Support: ✔
    
    ### Templates ###
    
    Overrides: mykilos/archive-product.php
    mykilos/woocommerce/checkout/form-billing.php
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    mykilos/woocommerce/checkout/review-order.php version 3.3.0 is out of date. The core version is 3.8.0
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    mykilos/woocommerce/emails/customer-processing-order.php
    /home/customer/www/mykilos.com/public_html/wp-content/plugins/easy-login-woocommerce-premium//templates/xoo-el-wc-form-login.php version - is out of date. The core version is 3.6.0
    mykilos/woocommerce/single-product/add-to-cart/variable.php
    mykilos/taxonomy-product_cat.php
    
    Outdated Templates: ❌
    					
    					
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    ### Address Validation ###
    
    Active Provider: Loqate
    Configured: ✔
    Validate international addresses: Yes
    Debug Mode: No
    Geocode Addresses: No
    Classify Addresses: No
    Force Customer to look-up address via Postcode: No
    
    ### Action Scheduler ###
    
    Complete: 265
    Oldest: 2019-11-20 11:26:19 +0000
    Newest: 2019-12-17 12:53:44 +0000
    
    Pending: 2
    Oldest: 2019-12-20 02:03:14 +0000
    Newest: 2019-12-20 02:03:14 +0000
    
    Canceled: 4
    Oldest: 2019-12-16 16:34:34 +0000
    Newest: 2019-12-16 16:52:46 +0000
    
    In-progress: 0
    Oldest: –
    Newest: –
    
    Failed: 0
    Oldest: –
    Newest: –
    
    
    Plugin Support Aashik P

    (@aashik)

    Thank you for the System Status Report and a screenshot of what you’re seeing.

    I tried to make a test order on my own site and I see a different behavior:

    sofort
    Link to image: https://d.pr/i/heFr5n

    Can you please reconfirm that the payment for this order was completed via our Stripe extension

    If yes, can you please make a new test order and get back to us with screenshots and stripe logs for the same?

    Yes the payment could not be made otherwise since we only use Stripe extensions for our p. methods.

    Would like to remind that the problem is not with successful payment via Sofort rather transactions which are being failed for example due to a bad connection or a false user behaviour like wrong bank details etc… In the latter cases we cant really tell if the transaction failed because it is not being recognised accordingly by the plugin.

    A new test order is problematic since I don’t know how to reproduce a failed transaction.

    Would it help if I gain you an admin. access?

    Plugin Support Aashik P

    (@aashik)

    Hello @mykilos

    Thank you for getting back to us with your findings and clarification on the behavior you’re seeing.

    Interestingly, a failed payment in my test site results in something like this:

    sofort failed
    Link to image: https://d.pr/i/IpVUgk

    We might not need the admin access yet, but to further investigate this, can you please create a ticket requesting assistance for Stripe under  https://woocommerce.com/my-account/create-a-ticket/?form=ticket and include a link to this forum topic for reference on what we’ve discussed till now? (you may have to create a free WooCommerce.com account if you don’t already have one – Log into WooCommerce.com with WordPress.com – Documentation)

    I’ll mark this topic as solved to continue discussions there. Please feel free to open a new topic if you have any other questions.

    mykilos

    (@mykilos)

    Dear Aashik,

    I have opened a support ticket with Woo-commerce. Hopefully they could solve this.

    Thanks.

Viewing 6 replies - 1 through 6 (of 6 total)
  • The topic ‘Sofort: Order marked as ‘Paid’ although sofort payment did’nt go through’ is closed to new replies.