Stripe Extension Double Charging Customers

Hi Tyler @tylercyert,

Lately our store has been double charging some customers that are using apple pay to checkout.

From this, it sounds like the issue is a fairly new occurrence. Is that right? If so, do you recall any recent updates or changes to the site?

Also, are you able to consistently reproduce what the customers using iPhones are experiencing? That would be the first step I’d recommend for troubleshooting. That way, you can check if there are any error messages being shown when payment doesn’t go through the first time. It will also allow you to observe any other particularly strange behaviors that may point to the issue.

Next, if you haven’t already, I would also suggest enabling “Log Debug Messages” under WooCommerce > Settings > Payments > Stripe. When the issue happens again with logging enabled, you can then check under WooCommerce > Status > Logs in case that gives us more information.

Another thing you can look at are order notes. Those are the blue/purple/grey notes normally to the right when viewing or editing an order.

I hope that gives you something to start with. I think the most important step for you right now really is consistently reproducing the error so you can gather more information on it.

Thanks for the reply, I really appreciate it.

I was able to recreate the issue and may be a little more tricky than I initially anticipated. Our store is growing and is still small so this issue has most likely been present from the the store’s inception.

I’ve discovered that this issue is also present on Android devices via Google Pay. I was able to replicate it and it seem that the authentication/submission of the payment takes 20-30 seconds after payment/shipping info is entered via the mobile pay interface which is leading to customers to refresh the page and try again. It doesn’t help that even if the payment does go through, there doesn’t seem to be any visual confirmation on the screen to tell the customer that their payment has went through.

I’ve enabled logging but since all the payments go through, there is no “Error” to speak of.

So I have a few questions….
1.) Why are payments taking 20-30s to complete?
2.) Does my IP2Location regional IP blocker have anything to do with this? (I’ve whitelisted all of the IPs outlined on Stripe’s documentation as well as the IPs for Apple Pay.
3.) Is it possible to redirect users to a “Payment Complete” page after a successful payment? (So that users can get some sort of feedback after paying)

The easy solution would be to remove mobile payments as a whole, but I do not want to sacrifice convenience on the store.

Thanks in advance!

Hello there,

1.) Why are payments taking 20-30s to complete?

We cannot answer your question with the information we have currently.

2.) Does my IP2Location regional IP blocker have anything to do with this? (I’ve whitelisted all of the IPs outlined on Stripe’s documentation as well as the IPs for Apple Pay.

It is not to be excluded. Could you try removing the IP blocker entirely?

3.) Is it possible to redirect users to a “Payment Complete” page after a successful payment? (So that users can get some sort of feedback after paying)

That should happen normally with Stripe. After a payment is completed you should be sent to the Thank you page.

Also, please check the Fatal Errors log. This is a different one than the Stripe log you previously checked. It is in WooCommerce > Status > Logs > Select – Latest Fatal Error Log under drop-down (right side) > Click – View button and might reveal some more information.

We haven’t heard back from you in a while, so I’m going to mark this as resolved – we’ll be here if and/or when you are ready to continue.