Some orders stay “On Hold” status

Resolved TechPik
(@techpik)

1 year, 4 months ago

I’m using Stripe gateway on my Woocommerce store and I have noticed that some orders are stuck “On Hold” status and are not changed to Cancelled.

This option is unchecked – “Issue an authorization on checkout, and capture later”

Stripe Logs: https://docs.google.com/document/d/1pV4gbWPt56XNYzzBLeEFhXF-_UkcCuQoPF5tOfysb3M/edit?usp=sharing

Here is the System status: https://docs.google.com/document/d/1fSL4tQL3uIzxRcUbX2HShEXtq6_pg2drW6sAtM9mo30/edit?usp=sharing

Viewing 4 replies - 1 through 4 (of 4 total)

Igor H
(@ihereira)

1 year, 4 months ago

Hello,

Thanks for sending this information.

Does the issue happen with all products? Or specific products?

May I ask if a product has a lower price, does the issue is present on it?

On your Stripe dashboard are the payments appearing with failed status?

Let us know what you find.
Thread Starter TechPik
(@techpik)

1 year, 4 months ago
I have 5 different products on my website but 99% of time the people are buying 1 specific product.

What do you mean under lower price?

They are appearing as failed, incomplete and some Stripe cannot even find.

I have checked this option “Enable the updated checkout experience”. But I dont know if that can be the problem because I have many different stores and only on has that “On Hold” problem.

Could the problem be with missing webhooks?
- This reply was modified 1 year, 4 months ago by TechPik.
Igor H
(@ihereira)

1 year, 4 months ago

Hi,

I understand the issue is related to 1 product. Upon checking, I could not find an error code or error message in the logs.

I meant, is possible due to the price that the payment method is not going through (price is over $490.00 USD), one option is to ask the customer to contact their bank, they can inform the customer the reason for the transaction not going through (And appearing as failed).

Can you pleaser recheck the error logs generated? If there is an error code or message, let us know to take a closer look.

Plugin Support Gabriel – a11n
(@gabrielfuentes)

1 year, 4 months ago

Hey there! 👋

Seeing as you haven’t responded in a while, I’m going to mark this as resolved. We’ll be here if you need us.

Cheers.

Viewing 4 replies - 1 through 4 (of 4 total)

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