Paid orders with variables products without variation

  • Resolved Kevin Leclerc

    (@kevinleclercwebdesign)


    1 year, 3 months ago

    Hi WooCommerce team,

    One of my clients reported to me that they had orders paid for with variable products with no variations (~1% of the total orders).

    At first, I thought the problem was with the payment gateway (PayPlug), but it seems to be a WooCommerce problem, as they had other payment gateways that generate the same thing (PayPal and Stripe). I’ve only managed to reproduce the error with PayPlug, though, but I’m quite sure it’s not related to this payment method as some orders have the same problem on PayPal and Stripe.

    I reproduced the issue with success on a blank Woocommerce/Storefront Environment.


    /* Environment */

    • WooCommerce 8.2.1
    • PayPlug 2.6.5
    • Storefront 4.5.3


    /* Step to reproduce the problem: */

    • Go to this sandbox website shop page: https://www.payplug.kevinleclerc.com
    • Add variable products to your shopping cart.
      (You may need to have a sufficient amount to trigger 3D secure*, as it is easy to reproduce the issue by canceling the 3D secure verification, see the video capture below).
      *If your bank don’t ask for 3D secure, you can check this video capture to see the issue
    • Click on the shopping cart > Checkout
    • Fill in the checkout and passe the order with a real credit card (necessary to activate 3D secure and reproduce the error) from the Payplug payment form (“Pay by credit card”)
    • Wait for the 3D secure window to open, then click on “I cancel the order” (or equivalent, depending on your bank).
    • Wait until you are redirected to the site (on the page indicating that the order has failed, displaying this message “Unfortunately your order cannot be processed because the original bank or merchant has refused your transaction. Please try again”)
    • Click on the Pay button
    • Do not pay for the order, click on the site logo to return to the home page
    • Look at your shopping cart: your product variations have disappeared but you still have variable “parent” products in your shopping cart

    You can see all the process on this video capture (I’ve cut off the checkout form submission and 3d secure payment cancellation step for security purposes) : https://www.loom.com/share/a73c66c247b640368501a2e22ccbcc04?sid=2e6c4898-c6de-4153-ad4d-ce0989a7b56c

    The problem seems that when clicking on the Pay button (after being redirected to checkout by the payment gateway, after cancelling 3d secure) and reaching this url (https://www.payplug.kevinleclerc.com/commander/order-pay/36/?pay_for_order=true&key=wc_order_fYpYDu76lzlGP), variables products are automatically added to the shopping cart without variations.

    Please note that I talk about 3D secure here because it is the only way I found to systematicaly reproduce the issue, but it it’s not restricted to that (The customer’s bank declined the payment / The card has reached its transaction limit / The payment is suspected to be a fraud /etc.). I think the issue is more about the products added to the shoping cart when reaching this endpoint “order-pay/{order_id}/?pay_for_order=true&key=wc_order_{some_id?}

    The page I need help with: [log in to see the link]

Viewing 7 replies - 1 through 7 (of 7 total)
  • Saif

    (@babylon1999)

    Hello @kevinleclercwebdesign,

    Thank you so much for the detailed explanation!

    I tried to reproduce the issue with Stripe using a 3DS test card by intentionally rejecting the payment. Afterwards, I navigated to ‘my-account’, clicked on the Pay button, returned to the homepage, then accessed the cart but I can see the attributes listed, as highlighted below.


    Link to image: https://d.pr/i/EKjeOq

    Could you please try purposefully failing an order with another plugin/payment gateway? Do you see the same behaviour?

    Look forward to hearing back from you.

    Thread Starter Kevin Leclerc

    (@kevinleclercwebdesign)

    Hi Saif,

    I found that it may have something to do with PayPlug after all, even if the problem occurs on orders using other payment methods.

    It seems to be linked to the way PayPlug handles the shopping cart when the user arrives at the url generated by the order-pay woocommerce endpoint.

    When clicking on the “Customer payment page” link in order page on back office to generate a link to pay for a failed order with Stripe
    https://prnt.sc/oYeYTNPcGKUv

    For example : https://www.woocommerce.kevinleclerc.com/commander/order-pay/23/?pay_for_order=true&key=wc_order_Qw6E7p49zubaA
    (use [email protected] as the email address associated with the order.)

    A.
    With PayPlug plugin activated (even if the payment method is deactivated in woo settings) : products from the failed order are automatically added to the cart, but variable products lose their varations. So if the user don’t pay the order immediately, but comes back to the site later and places another order with his products in the shopping cart, his products no longer has variations.
    Screen :
    1. https://prnt.sc/o3eIamt7dqoN
    2. https://prnt.sc/lSJjD6rb2AVh

    B.
    With PayPlug plugin desactivated : cart is empty so no issue
    Screen : https://prnt.sc/_5wwqfYqqVgr

    You can check it here : https://www.woocommerce.kevinleclerc.com/commander/order-pay/23/?pay_for_order=true&key=wc_order_Qw6E7p49zubaA
    (use [email protected] as the email address associated with the order.)
    I activated the PayPlug plugin in order to let you see the issue, I can give you access to the BO if needed.


    I will reach the PayPlug sav with that, but I’ll take any advise/best practives to help them handle the issue if you have

    Mirko P.

    (@rainfallnixfig)

    Hi @kevinleclercwebdesign

    I appreciate your detailed explanation of the issue you’re encountering with the PayPlug plugin. This helps us understand the problem better.

    From your description, it seems that the issue arises because the PayPlug plugin is handling the shopping cart in a way that is causing variable products to lose their variations when a failed order is retried. This is certainly not the expected behaviour.

    One of the things we can do to address this is to isolate the problem. You’ve already done part of this by deactivating the PayPlug plugin and noticing that the issue doesn’t persist. This indeed suggests that the problem is linked to PayPlug.

    The next step would be to ensure that both WooCommerce and the PayPlug plugin are updated to their latest versions. Outdated versions can sometimes cause compatibility issues. If you’ve already done this, then it’s advisable to reach out to the PayPlug’s support team with this information as they might have more insights into how their plugin interacts with WooCommerce.

    In the meantime, as a workaround, you might consider using a different payment gateway plugin that doesn’t cause this issue, until a solution is found.

    If you need any further assistance or have more questions, don’t hesitate to ask. We’re here to help.

    Best regards,

    Thread Starter Kevin Leclerc

    (@kevinleclercwebdesign)

    Hi Mirko

    The tests were performed on updated versions of the both plugins.

    As a workaround, disabling order-pay endpoint on WooCommerce settings fix the problem.

    I’ve contacted the PayPlug team, they’re working on it.

    Best regards

    Plugin Support Shameem R. a11n

    (@shameemreza)

    Hi @kevinleclercwebdesign,

    I’m glad to hear that you’ve already contacted the PayPlug team, and they are working on the issue. Disabling the order-pay endpoint as a temporary solution is a good idea, though it’s not ideal for the long term.

    Please keep us updated on the progress with the PayPlug team. If the issue persists even after their intervention, we may need to look into other potential conflicts or issues that could be causing this.

    In the meantime, if you encounter any other problems or have any further questions, create a new topic here.

    Thanks!

    Thread Starter Kevin Leclerc

    (@kevinleclercwebdesign)

    Hi Shameem,

    The Payplug developers have solved the problem ??

    Best,
    Kevin

    Hey Kevin ??

    Thanks for sharing an update – that’s great to hear!

    Since this has been marked as resolved, feel free to create a new topic if you need any further help. ??

    Also, if you have a minute, we’d love it if you could leave us a review:

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

    Cheers!

Viewing 7 replies - 1 through 7 (of 7 total)
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