Customer payment says ‘failed’ but it has been drawn from their bank account

  • Resolved arhamrashid

    (@arhamrashid)


    4 years, 10 months ago

    Hi there. We have a customer charge that says ‘failed’ in our website, however the customer has provided proof that is has been successfully charged to their account. Can this please be investigated? I can supply the bank statement to show the charge.

    Previously, I have spoken to Square about the payment that failed, as our customer provided a bank statement showing that it was charged to her, and Square have come back and said it worked on their end so it must be an issue with WooCommerce and that we should contact them.

    Thanks very much!

Viewing 2 replies - 1 through 2 (of 2 total)

  • Hi there @arhamrashid,

    Sorry for the late reply!

    If I understood you correctly, you had an order on your site which was paid with Square, but it was marked as Failed in WooCommerce.

    Do you have logging enabled in WooCommerce > Settings > Payments > Square?

    If yes, can you please check logs in WooCommerce > Status > Logs > choose square_credit_card log file for the day when this order was placed? Do you see any errors there?

    If logging wasn’t enabled, I’d recommend checking with your hosting if they have any server-side logs with the same timestamp as the order as it can shed some light on what happened, and to enable it in case it happens again.

    Cheers!

    Hi there @arhamrashid,

    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 2 replies - 1 through 2 (of 2 total)
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