Payment Successful with 3D 2nd time but on Woocommerce Order Failed

  • Resolved pjlam

    (@pjlam)


    3 years, 3 months ago

    We have a customer who used Stripe to pay 14 days ago. Her payment failed with 3D secure the first time (need SMS code) and then succeeded the second time (after 34 minutes). But On Woocommerce it indicated Failed payment so we ignored the shipment.

    We only discovered the issue when customers alerted us the payment was successful and still have no shipment. And we checked Stripe backend and found that out.

    Here’s the screenshot on status indicating it failed on Woo:
    2021-11-19_16-14-11.png

    Here are the 2 screenshots showing payment failed the first time on Stripe but succeed on 2nd time

    1. https://www.screencast.com/t/Wgm0RHE03u
    2. https://www.screencast.com/t/Mfd2HS81S

Viewing 3 replies - 1 through 3 (of 3 total)
  • Plugin Support B C. a11n

    (@battouly)

    Hi there @pjlam,

    Is this an isolated case, or are you able to replicate the behavior by placing a test order?

    Please contact us at WooCommerce.com > My Account > Support . You may need to create an account before you can access that page.

    Please include a link to this forum thread, so that we can keep track of what’s already been done.

    We will be able to help you further there.

    Thread Starter pjlam

    (@pjlam)

    Hi, @battouly thanks this is not isolated. Today we have another order with Stripe credit card payment (3 hours ago). In this case, the order was cancelled due to timeout. But we verify with customers who came to pick up and the customers already paid.

    Screen Shot 2021-11-22 at 4.03.35 PM.png

    We will contact you guys via the Support then.

    Thanks

    Hey @pjlam,

    Today we have another order with Stripe credit card payment (3 hours ago). In this case, the order was cancelled due to timeout. But we verify with customers who came to pick up and the customers already paid.

    Thank you for the additional information.

    I’ll mark this topic as resolved for now but we’ll be able to assist further once you’ve opened a ticket as my colleague recommended.

    Kind regards,

Viewing 3 replies - 1 through 3 (of 3 total)
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