3DS Orders ‘On Hold’ Despite Successful Payment

  • Resolved damiansoong

    (@damiansoong)


    1 year, 8 months ago

    Hi,

    When a?“payment_intent.requires_action” event is present on a payment in Stripe, even though the payment is successful and event “charge.succeeded” is sent and received ok, the order remains ‘On hold’ in WooC and doesn’t update to ‘Processing’

    The “payment_intent.requires_action” event is created when 3D Secure is required.

    The customer completes the 3D Secure challenge successfully, “charge.succeeded” is sent and received ok, but the order does not update to ‘Processing’.

    This relates to UK payments. We do not have this issue in the US.

    Does anyone have any insight as to why this is and why the Stripe plugin is not updating the status as it should in these cases?

    Many thanks.

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

  • Hi,

    In order to take a closer look, please navigate to WooCommerce > Settings > Payments > stripe > settings > advanced settings > Log error messages, and make sure the debug mode is enabled.

    Then you can create a test order (UK payment). And navigate under WooCommerce > System Status > Logs, to see if there is an error log related to Stripe, if so, please provide the log to check.

    Looking forward to hearing from you.

    Thread Starter damiansoong

    (@damiansoong)

    Thank you. We have logging enabled but how can we send log confidentially as it contains customer information?

    Thread Starter damiansoong

    (@damiansoong)

    Actually here is log for one customer where the order went ‘On Hold’. The payment was successful in Stripe and successfully verified by 3DS. I have deleted customer info.

    2023-03-10T11:30:05+00:00 DEBUG 
====Stripe Version: 6.3.0====
====Start Log====
sources/src_1Mk498LNgXUCLLnSIj33KYTj
====End Log====


2023-03-10T11:30:06+00:00 DEBUG 
====Stripe Version: 6.3.0====
====Start Log====
customers request: Array
(
    [email] => XXX
    [description] => Name: XXX, Username: XXX
    [name] => XXX
    [metadata] => Array
        (
        )

    [preferred_locales] => Array
        (
            [0] => en-US
        )

)

====End Log====


2023-03-10T11:30:06+00:00 DEBUG 
====Stripe Version: 6.3.0====
====Start Log====
customers/cus_NV4HRWccOeTnlY/sources request: Array
(
    [source] => src_1Mk498LNgXUCLLnSIj33KYTj
)

====End Log====


2023-03-10T11:30:07+00:00 DEBUG 
====Stripe Version: 6.3.0====
====Start Log====
customers/cus_NV4HRWccOeTnlY request: Array
(
    [email] => XXX
    [description] => Name: XXX, Username: XXX
    [name] => XXX
    [metadata] => Array
        (
        )

    [preferred_locales] => Array
        (
            [0] => en-US
        )

)

====End Log====


2023-03-10T11:30:08+00:00 DEBUG 
====Stripe Version: 6.3.0====
====Start Log====
Info: Begin processing payment for order 961907 for the amount of 26.00
====End Log====


2023-03-10T11:30:08+00:00 DEBUG 
====Stripe Version: 6.3.0====
====Start Log====
payment_intents request: Array
(
    [source] => src_1Mk498LNgXUCLLnSIj33KYTj
    [amount] => 2600
    [currency] => gbp
    [description] => Form - Order Form1441961005
    [metadata] => Array
        (
            [customer_name] => XXX
            [customer_email] => XXX
            [order_id] => Form1441961005
            [site_url] => https://formnutrition.com
            [save_payment_method] => true
        )

    [capture_method] => automatic
    [payment_method_types] => Array
        (
            [0] => card
        )

    [setup_future_usage] => off_session
    [customer] => cus_NV4HRWccOeTnlY
    [shipping] => Array
        (
            [name] => XXX
            [address] => Array
                (
                    [line1] => XXX
                    [line2] => XXX
                    [city] => XXX
                    [country] => GB
                    [postal_code] => XXX
                    [state] => XXX
                )

        )

)

====End Log====


2023-03-10T11:30:08+00:00 DEBUG 
====Stripe Version: 6.3.0====
====Start Log====
Stripe PaymentIntent pi_3Mk49ELNgXUCLLnS0O1byjj7 initiated for order 961907
====End Log====


2023-03-10T11:30:08+00:00 DEBUG 
====Stripe Version: 6.3.0====
====Start Log====
payment_intents/pi_3Mk49ELNgXUCLLnS0O1byjj7/confirm request: Array
(
    [source] => src_1Mk498LNgXUCLLnSIj33KYTj
)

====End Log====


2023-03-10T11:30:10+00:00 DEBUG 
====Stripe Version: 6.3.0====
====Start Log====
Stripe PaymentIntent pi_3Mk49ELNgXUCLLnS0O1byjj7 requires authentication for order 961907
====End Log====


2023-03-10T11:30:54+00:00 DEBUG 
====Stripe Version: 6.3.0====
====Start Log====
sources/src_1Mk49tLNgXUCLLnSZ03yyJ7y
====End Log====

    Saif

    (@babylon1999)

    Hello @damiansoong,

    Thank you for sharing the logs, I can see you’re using an outdated version of the plugin.

    Please update to the latest version from here as this could be a fixed bug.

    If that didn’t help, then please attach your system status report. You can find it via WooCommerce > Status. Select “Get system report” and then “Copy for support”.? Once you’ve done that, paste it here in your response or in a Gist.

    Look forward to hearing back from you.

Viewing 4 replies - 1 through 4 (of 4 total)
  • The topic ‘3DS Orders ‘On Hold’ Despite Successful Payment’ is closed to new replies.