3D Secure Prompt auto fails WooCommerce orders despite payment success

  • Resolved alfierankin

    (@alfierankin)


    2 years, 8 months ago

    Hi I am experiencing problems with stripe payments which are related to the new 3D Secure guidelines. As a business we force all customers to complete 3DS secure as it protects the charges from being disputed for fraud.

    For some reason, when the user is prompted to enter the security question if they are not extremely fast in answering, the transaction shows as failed on WooCommerce even though the payment is successful once the customer finishes the 3D Secure steps and the payment is received on stripe.

    Our problem is that the order never changes from failed / pending to successful on WooCommerce and so I have to manually check the failed orders against our Stripe payments. I was in contact with the Stripe Support and there is nothing they can do on their side. We already consulted IT specialists and there is nothing we can do on our side as well.

    This problem is huge for us, customers are emailing to say that they have been told via email their order has failed but the money has been debited from their bank. I really hope someone has a fix for this because I know other people are also having this issue with the 3DS prompt. My only option is to turn it off but that then leaves me open to chargebacks etc.

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

  • Hi @alfierankin!

    I’m sorry that you are facing this issue.

    To know more about your setup and look further into this, kindly provide us your System Status; you can find it via WooCommerce > Status. Select ‘Get system report’ and then ‘Copy for support’. Once you do this, paste in here your response.

    Thanks!

    Thread Starter alfierankin

    (@alfierankin)

    
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    many thanks

    Plugin Support 3 Sons Development – a11n

    (@3sonsdevelopment)

    Hey @alfierankin,

    Could I get you to open up a ticket at WooCommerce.com for us?

    https://woocommerce.com/my-account/create-a-ticket/

    Thanks!

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