Orders Placed On Hold

  • Overnight at least three seperate clients of mine have developed errors with their stripe checkouts. Customers are checking out with WooCommerce and no payment is being taken by Stripe, with the orders being placed as “on hold”

    In the order notes its saying:

    Stripe charge authorized (Charge ID: ). Process order to take payment, or cancel to remove the pre-authorization. Attempting to refund the order in part or in full will release the authorization and cancel the payment. Order status changed from Pending payment to On hold.

    In the settings the “Issue an authorization on checkout, and capture later” is unticked and all three sites have previously been working absolutely fine, with zero changes made to any of them from my side.

    The three sites i have located with issues so far are

    buildabundle.co.uk, shepherdsviews.co.uk and turnerhallcampsite.co.uk

    Given its three seperate sites with differing setups and no changes have been made to any of them, i’m thinking possibly an error on Stripe’s end?

Viewing 10 replies - 1 through 10 (of 10 total)

  • Hi,

    I’m sorry to hear about this.

    There is a bug report created for the developers to check: https://github.com/woocommerce/woocommerce-gateway-stripe/issues/2608

    Please subscribe to the GitHub thread to get notifications about the progress of the issue.

    Apologies for the inconvenience.

    Thread Starter stestory

    (@stestory)

    Hi Igor, I’m not sure if thats the same as that seems to talk about issues with user accounts and this is guest accounts, but if it is its quite concerning that its already a 2 week old issue?

    The issue only appears to have happened overnight simultaneously with those three sites, so appears new to me at least.

    Cheers

    Thread Starter stestory

    (@stestory)

    Yes was definitely working until around 24 hours ago as my clients’ site is busy and can see lots of sucessful payments until suddenly all on hold.

    Again, no updates have happened in that time to either plugins, settings, themes or wordpress. I’ve also created a staging version with all plugins except WooCommerce and WooCommerce Stripe Payment Gateway deactivated, and still seeing the same error.

    Thread Starter stestory

    (@stestory)

    Very concerning then, appears it’s an error somewhere from 20i to Stripe or inbetween.

    Definitely a new issue as of around 24 hours ago, and not connected to plugin updates or any amendments to settings or websites from our side.

    Latest message from Stripe after another 60 min chat…

    As a recap, by simply looking at the payment, we can see that you are creating payment intents and not setting the confirm=true parameter. By not setting it to true, it means that the payment intent will need to be manually confirmed.

    You can refer here: https://stripe.com/docs/api/payment_intents/create#create_payment_intent-confirm

    In addition, if Stripe is blocking the payments or throwing a rate limit error it will show up in your Stripe Dashboard logs, but there is none.

    Since you are creating charges through a third party, which is WooCommerce, I would highly recommend reaching out to them again and providing what we had discussed.

    Website: https://woocommerce.com
    Support info: [email protected]

    I understand that redirecting someone who contacts us is never ideal. However, we want to make sure that you’re pointed in the right direction and get the assistance you deserve.

    If after speaking with WooCommerce and you are still unable to address the issue, or you get redirected back to Stripe, please contact our support center again and quote this ticket number: 05883911.

    It would be especially helpful if you could provide screenshots of your conversation with WooCommerce so that we can better understand the steps that have been taken to triage this issue.

    To read more about the role of third-parties and Stripe, please refer here:

    https://support.stripe.com/questions/help-with-third-party-integrations
    I’m happy to continue where our chat left off and help. Just reply to this email to get in touch with me directly, or feel free to reach out to us through chat [0] or phone [1] for further help with one of my colleagues.

    Plugin Support darcie

    (@darciemg)

    Hi all,

    We are actively investigating this with our developers and Stripe. If you are experiencing this issue, please comment on the open issue in GitHub here: https://github.com/woocommerce/woocommerce-gateway-stripe/issues/2608

    Please note if you use 20i hosting or a different web host, as this will help us to understand the impact.

    Thanks!

    Moderator Jan Dembowski

    (@jdembowski)

    Forum Moderator and Brute Squad

    *Raises hand*

    If you are directly contributing to this person’s topic the please continue.

    If you are reply “I have this problem too” please don’t. If you need support then per the forum guidelines please start your own topic.

    https://www.ads-software.com/support/forum-user-guide/faq/#i-have-the-same-problem-can-i-just-reply-to-someone-elses-post-with-me-too

    You can do so here.

    https://www.ads-software.com/support/plugin/woocommerce-gateway-stripe/

    I have archive many of the replies for that reason.

    Plugin Support Douglas I. a11n

    (@imodouglas)

    Hi… Stripe has confirmed that some stores were impacted by excessive rate limiting applied by Stripe’s systems and that the situation should be solved. Stripe only sent communications to accounts that exceeded 20 transactions during the time frame where the excessive rate limiting was applied.

    If you have questions you can reach out to Stripe and give them the incident identifier B3U0QUFAO.

    @valigraphicsllc – the issue is fixed for my clients – but the only way to get the money is to call the customers up unfortunately. Most of my clients have used the Stripe Dashboard to take payments direct

    https://stripe.com/docs/invoicing

    Moderator Jan Dembowski

    (@jdembowski)

    Forum Moderator and Brute Squad

    I’m closing this topic to new replies.

    Hi… Stripe has confirmed that some stores were impacted by excessive rate limiting applied by Stripe’s systems and that the situation should be solved. Stripe only sent communications to accounts that exceeded 20 transactions during the time frame where the excessive rate limiting was applied.

    If you have questions you can reach out to Stripe and give them the incident identifier B3U0QUFAO.

    As before, if you need support then start your own topic. That’s how these forums work and this was already explained.

    https://www.ads-software.com/support/forum-user-guide/faq/#i-have-the-same-problem-can-i-just-reply-to-someone-elses-post-with-me-too

    You can do so here.

    https://www.ads-software.com/support/plugin/woocommerce-gateway-stripe/

Viewing 10 replies - 1 through 10 (of 10 total)
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