order stuck on processing, incorrectly marked complete

  • Resolved nicolet301

    (@nicolet301)


    9 months, 3 weeks ago

    Hello,

    I hope that all is well.

    Is it possible to fix an order that was mistakenly marked as complete before funds became available?

    I used WooCommerce to create a shop page on my friend’s website. The set up and testing process for credit cards payments went well. But the first online order got stuck in processing status/pending mode for several days. The funds would not move to available status, and did not show up in my friend’s bank account.

    After reading some WooCommerce documentation, I finally marked the order as completed, but the funds were never paid to my friend. It doesn’t seem possible to change the order back to processing mode.

    What should I do now? Should the customer dispute the charge and request a refund? Or is there a way to fix this? Is this going to happen with future orders?

    I am anxious to correct my mistake and help my friend’s shop function properly. Any help that can be provided will be very gratefully received!

    Thank you so much for your time and consideration. Have a nice day.

    Kind regards always, Nicole

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

Viewing 3 replies - 1 through 3 (of 3 total)
  • Plugin Support Shameem R. a11n

    (@shameemreza)

    Hi @nicolet301,

    It’s not possible to revert it back to processing mode once it’s been marked as complete. However, you can manually create a refund for the customer in your WooCommerce dashboard.

    However, to better understand the situation, can you confirm if the funds are showing up in Stripe but haven’t been deposited into your friend’s bank account yet?

    Also, is there any chance you might have turned on the “Issue an authorization on checkout, and capture later” option?

    What should I do now? Should the customer dispute the charge and request a refund? Or is there a way to fix this? Is this going to happen with future orders?

    It’s not a common issue. However, monitoring the first few transactions closely is always a good idea. Also, it is worth reaching out to Stripe support as well to check for any issues on their end.

    Please feel free to ask if you have any other questions or need further assistance. We’re always here to help.

    Thread Starter nicolet301

    (@nicolet301)

    Hello @shaheem (woo-hc),

    I hope that this message finds you and yours well.

    Thank you so much for responding to my inquiry about Woocommerce payments. My issue has been resolved. To my knowledge, all payments through my friend’s website have gone through now.

    It turned out that the payments were delayed because my friend had a mandatory nine-day waiting period for funds to be verified and released through her new Woocommerce account (7 days for new Woocommerce account verification and 2 business days for US transactions to be processed). Once we understood that, all became well.

    Thank you again for your reply. I appreciate it and wish you and yours a safe and lovely day ahead.

    Kind regards always,

    Nicole

    Plugin Support Shameem R. a11n

    (@shameemreza)

    Hi @nicolet301,

    I’m thrilled to hear that your issue with payments has been resolved and everything is working as expected now.

    Yes, for new accounts, it usually takes about 7 days for verification and an additional 2 business days for US transactions to be processed.

    However, I will mark this thread as resolved. Should you have further inquiries, kindly create a new topic here.

    Meanwhile, if it isn’t too much to ask for – would you mind leaving us a review here?

    It only takes a couple of minutes but helps us tremendously. It would mean so much to us and would go a really long way.

    Thanks!

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