Support » Plugin: WooCommerce Stripe Payment Gateway » ZAR not working with Stripe

  • Resolved squilib

    (@squilib)


    Hi,
    my site is located in Italy.
    My customers from South Africa cannot order with the currency set to ZAR (Aelia Currency Switcher plugin) and Stripe.
    I called Stripe and they told me it depends on Woocommerce.
    All other currencies work fine.

    Any hint?

Viewing 15 replies - 1 through 15 (of 18 total)
  • Plugin Support crazywickedawesome

    (@crazywickedawesome)

    Hi!

    Thanks for reaching out!

    since you mentioned it’s just the ZAR currency having issues, I would recommend reaching out to Aelia for further support to make sure that it’s been configured correctly.

    If your currency switcher is all set please let us know and we’ll dig in further!

    Additionally, It would be great if you could share your current System Status Report. You can get it by navigating to the WooCommerce / Status section of your site. Once there, click on the Get system report button and then copy it by clicking on the Copy for support button. Then paste it here in a comment.

    Thread Starter squilib

    (@squilib)

    Hi,
    I already reached Aelia and they replied:
    “The Currency Switcher doesn’t take part into the payment process. The payment gateway (Stripe, in this case) fetches the data directly from the order, sends it to the remote server and returns a response. That happens independently from our plugins.”

    According to Stripe:
    “ZAR is not a Stripe produce but needs the integration with Woocommerce”

    I’m attaching the System Status Report:

    
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    Thank you.

    Plugin Support Doug – a11n

    (@dougaitken)

    Automattic Happiness Engineer

    Hey @squilib

    > All other currencies work fine.

    Can you confirm a few things for me, please?

    * Any error messages being seen
    * What other currencies are working
    * How the orders are being placed – via payment card or another method?

    Thanks,

    Thread Starter squilib

    (@squilib)

    Currently I have a Cron job error, I hope it will be solved in about 48 hours, but the ZAR problem appeared before the Cron error.

    On my site I have 36 main currencies plus the base currency in euro.
    I have not tested them all yet, but many of them work fine.

    The payments are placed via stripe and paypal (both installed via woocommerce)

    Thank you

    Plugin Support Aashik P – a11n

    (@aashik)

    Hi there!

    Interestingly, this is not something I could replicate on my own test site with ZAR as the store base currency:

    store
    Link to image: https://d.pr/i/BLN3Aa

    stripe
    Link to image: https://d.pr/i/LKOC8A

    If you temporarily disable Aelia Foundation Classes for WooCommerce: by Aelia – 2.1.3.210128 and attempt to checkout with ZAR as the store base currency, do you still see the same error?

    Thread Starter squilib

    (@squilib)

    As I wrote before, my base currency is in euro.

    Plugin Support Aashik P – a11n

    (@aashik)

    Hi there!

    As I wrote before, my base currency is in euro.

    Thank you for reconfirming. Since you’re using Aelia Foundation Classes for WooCommerce: by Aelia to switch currencies during checkout, I’d recommend reaching out to them in this case, and if they cannot help further, reach out to a third-party developer to further investigate what’s happening here.

    I understand this may not be the answer you are looking for, but neither Stripe extension, nor WooCommerce promises compatibility with that exension.

    On that note, I did test WooCommerce Multi-Currency to confirm that I could checkout with ZAR even though I had Euro as the base currency on my test site.

    For any pre-sales questions on that, please open a support request in https://woocommerce.com/contact-us/#sales-form

    Thread Starter squilib

    (@squilib)

    Another thread is unresolved with the same problem:
    https://wordpress.org/support/topic/south-african-rands-payment-not-working-2/

    The store of @ohgodknows is based in UK

    @aashik Aelia here. We’re long term collaborators of WooCommerce, authors of the first multi-currency solution for that platform (released back in 2013, when WooCommerce was still at version 1.6x), which is also listed as one of the recommended multi-currency solutions on the official WooCommerce site. Due to that, we feel that we’re qualified to take part in the conversation, and see if we can help getting to the bottom of the issue.

    The role of the Aelia Currency Switcher
    I just would like to confirm that our plugins don’t take part into the payment process and don’t perform any operation that could possibly affect transactions. As the customer said:

    On my site I have 36 main currencies plus the base currency in euro.
    I have not tested them all yet, but many of them work fine.

    Our solution treats all the currencies the exact same way. There isn’t a reason why it should work with one currency and fail with another.

    Our Currency Switcher has been working with Stripe for years. We have thousands of customers who run our multi-currency solution with that payment processor, using different currencies. We never encountered any compatibility issue with that payment processor.

    Our test results
    We prepared two test sites, as follows:

    • WooCommerce 4.9 and 5.0 (base currency: EUR)
    • Aelia Currency Switcher 4.9.14.210215 (enabled currencies: CAD, EUR, USD, AUD, GBP, ZAR)
    • Stripe 4.8.0
    • Storefront 3.5.0

    We tried to place an order in each currency, on both sites, paying with Stripe Credit Card. All orders went through as expected, no error was returned by any of the elements involved. The Stripe dashboard also shows the correct transactions.

    As it stands, the root cause of the issue is still unknown. There’s no evidence that our Currency Switcher is the actual cause. In fact, there’s no information about the issue at all. If you can prepare a test site with the same setup, you should be able to see if the transactions go through or, if they don’t, you should get a log file from Stripe that can tell you what error is returned.

    Further notes
    The fact that ZAR payments via Stripe work correctly with the Aelia Currency Switcher disabled is not proof that the plugin itself is the cause, although this seems to be a widespread misconception, even among support agents. That test merely indicates that the failing element is affected by the presence of the one that was disabled, but it doesn’t prove which one would have to be fixed.

    In our 7+ years dealing with multi-currency sites, we came across many instances where an element worked with our Currency Switcher disabled, and failed when our solution was enabled, yet the root causes turned out to be a flaw in failing element. Our plugin, which originally took the blame, just happened to expose the flaw.

    Stopping an investigation because “the site works with a plugin disabled”, or “it works with a single currency” are hardly a good way to address an issue. We would have expected the troubleshooting process to involve reviewing the Stripe log for the failed transactions and see what error is returned by Stripe service, like we did in our tests (which, incidentally, didn’t show any issue). Instead, it seems that the effort went into trying to shift the responsibility to our Currency Switcher (not to mention an attempt to sell another solution). That didn’t help the customer, who is not happy about the result so far.

    Please keep in mind that you can always contact us directly, at any time, if you have any questions about our solutions. Many WooCommerce Support Agents know us by know, and they are aware that we’re always ready to work together on any issue that might involve any of our products. That’s a far more effective approach, which we would recommend in the future.

    • This reply was modified 11 months, 2 weeks ago by Diego. Reason: Formatting

    Follow up
    We reviewed the issue with the customer and found its root cause.

    Issue description
    When one of the following currencies is used at checkout, the Stripe payment fields are disabled:
    – ZAR
    – TRY
    – ARS
    – CNY

    The issue is not that payments don’t go through with Stripe with the currencies. The payment can’t even be initiated, because the credit card fields are unusable (see https://snipboard.io/p4jNxO.jpg).

    Root cause
    The reason why the Stripe fields are not usable is that another plugin, the WooCommerce PayPal Checkout.

    When the checkout currency is not supported (ZAR, TRY, ARS and CNY) the JavaScript loaded by the WooCommerce PayPal Checkout plugin throws a series of errors. Those errors are not handled, and prevent other scripts from running on the page.

    Among the affected scripts are the ones used by the Stripe gateway, which should initialise the credit card payment fields. Since these scripts can’t run, due to the errors from the PayPal plugin, the credit card fields remain “blocked”. This gives the false impression that Stripe itself is not working.

    How to reproduce the issue
    1. Create a test site with ZAR as the base currency. There’s no need for any multi-currency element.
    2. Install and configure the Stripe gateway and the WooCommerce PayPal Checkout gateway.
    3. Try to buy a product on the frontend. The Stripe fields will appear disabled on the checkout page. The browser console will show several errors, all coming from the PayPal Express Checkout plugin (example: https://snipboard.io/hNxwm1.jpg).

    Cross-test
    1. Disable the PayPal Express Checkout plugin.
    2. Reload the checkout page. This time, the Stripe fields should be initialised correctly.

    Conclusion
    Just like it happened in the past, the Aelia Currency Switcher is not the root cause of the issue, it just made it visible. To solve the issue, the PayPal Express Checkout plugin should be updated to handle the “unsupported currency” condition gracefully. Ideally, that gateway should disable itself completely, and not load any of its scripts, if the currency is not supported.

    Reference
    We reported issue on the support forum for the PayPal Express Checkout plugin (link: https://wordpress.org/support/topic/javascript-errors-when-an-unsupported-currency-is-used-at-checkout/), so that its developers can look into it.

    Thread Starter squilib

    (@squilib)

    I confirm what Aelia said.
    This can help other users who might come across the same issue.

    I just deactivated the WooCommerce PayPal Checkout Gateway by Woocommerce.
    Stripe fields for entering card details are now fully visible and active (currency ZAR).

    I’m sorry to that I’m not satisfied with how the WC support staff handled my case.
    Aelia spent their valuable time checking it out and finding the problem in YOUR plugin.

    Please fix the issue in the WooCommerce PayPal Checkout Gateway plugin soon.
    I have many customers from South Africa.
    Thank you

    @squilib thanks for the confirmation. Could you please also check that payment transactions go through with Stripe, as expected, in ZAR, CNY, ARS and TRY? This is just to be sure that the issue has been fully resolved, and that the only element left to address is the PayPal Checkout Gateway.

    In the meantime, we will also add a link to your post to the thread we opened on the WooCommerce PayPal Checkout Gateway, so that they can have a further confirmation of our assessment. Thanks again for your your time.

    Thread Starter squilib

    (@squilib)

    I just checked the payment with ZAR, CNY, ARS and TRY.

    The Stripe fields to enter the data cards are fully visible ONLY if I deactivate the PayPal Checkout Gateway plugin by Woocommerce.

    Thank you so much, Aelia.

    That was no bother. Thanks again for your time, and please feel free to get in touch if you need our assistance in the future.

Viewing 15 replies - 1 through 15 (of 18 total)
  • The topic ‘ZAR not working with Stripe’ is closed to new replies.