Customer payment gone through but marked as unpaid and automatically cancelled

Hi @idacka97

Thanks for reaching out.

One question – Are other purchases/transactions going through normally and this was the only case that exhibited such behavior?

Stripe still set the order as automatically cancelled

It is strange why the order got cancelled despite successful payment. Could you please navigate to WooCommerce > Status > Logs and from the dropdown on the right side, please see if there are any logs starting with the words fatal-error?

Upon cancellation of an order no refund is issued by default, you’d need to make a refund on WooCommerce where proper APIs can be triggered to make the refund on Stripe too. You can check how automated refunds works here: https://docs.woocommerce.com/document/woocommerce-refunds/#section-2

Could you please share a copy of your site’s System Status? 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.

• This reply was modified 2 years, 9 months ago by Margaret S. woo-hc.

There seems to be two customers with the same problem who both purchased a subscription, but they are not directly after each other with succesfull transactions of subscriptions inbetween.

And we have processed refunds before, but have never seen that funds that have been marked as automatically cancelled because of no payment have been paid by the customer and is viewable within the stripe webpage.

I do not see any fatal errors within the status, but i will attach it just in case:

### WordPress Environment ###

WordPress address (URL): https://ceventrix.com
Site address (URL): https://ceventrix.com
WC Version: 6.2.0
REST API Version: ? 6.2.0
WC Blocks Version: ? 6.7.3
Action Scheduler Version: ? 3.4.0
WC Admin Version: ? 3.1.0
Log Directory Writable: ?
WP Version: 5.9
WP Multisite: –
WP Memory Limit: 768 MB
WP Debug Mode: –
WP Cron: ?
Language: nb_NO
External object cache: –

### Server Environment ###

Server Info: Apache
PHP Version: 7.4.27
PHP Post Max Size: 256 MB
PHP Time Limit: 120
PHP Max Input Vars: 3000
cURL Version: 7.66.0
OpenSSL/1.1.1l-fips

SUHOSIN Installed: –
MySQL Version: 5.7.32-35-log
Max Upload Size: 256 MB
Default Timezone is UTC: ?
fsockopen/cURL: ?
SoapClient: ?
DOMDocument: ?
GZip: ?
Multibyte String: ?
Remote Post: ?
Remote Get: ?

### Database ###

WC Database Version: 6.2.0
WC Database Prefix: gqi_
Total database st?rrelse: 60.56MB
Database data st?rrelse: 53.69MB
Database indeks st?rrelse: 6.87MB
gqi_woocommerce_sessions: Data: 0.05MB + indeks: 0.02MB + motor InnoDB
gqi_woocommerce_api_keys: Data: 0.02MB + indeks: 0.03MB + motor InnoDB
gqi_woocommerce_attribute_taxonomies: Data: 0.02MB + indeks: 0.02MB + motor InnoDB
gqi_woocommerce_downloadable_product_permissions: Data: 0.02MB + indeks: 0.06MB + motor InnoDB
gqi_woocommerce_order_items: Data: 0.02MB + indeks: 0.02MB + motor InnoDB
gqi_woocommerce_order_itemmeta: Data: 0.08MB + indeks: 0.09MB + motor InnoDB
gqi_woocommerce_tax_rates: Data: 0.02MB + indeks: 0.06MB + motor InnoDB
gqi_woocommerce_tax_rate_locations: Data: 0.02MB + indeks: 0.03MB + motor InnoDB
gqi_woocommerce_shipping_zones: Data: 0.02MB + indeks: 0.00MB + motor InnoDB
gqi_woocommerce_shipping_zone_locations: Data: 0.02MB + indeks: 0.03MB + motor InnoDB
gqi_woocommerce_shipping_zone_methods: Data: 0.02MB + indeks: 0.00MB + motor InnoDB
gqi_woocommerce_payment_tokens: Data: 0.02MB + indeks: 0.02MB + motor InnoDB
gqi_woocommerce_payment_tokenmeta: Data: 0.02MB + indeks: 0.03MB + motor InnoDB
gqi_woocommerce_log: Data: 0.02MB + indeks: 0.02MB + motor InnoDB
gqi_actionscheduler_actions: Data: 2.02MB + indeks: 0.69MB + motor InnoDB
gqi_actionscheduler_claims: Data: 0.02MB + indeks: 0.02MB + motor InnoDB
gqi_actionscheduler_groups: Data: 0.02MB + indeks: 0.02MB + motor InnoDB
gqi_actionscheduler_logs: Data: 0.39MB + indeks: 0.23MB + motor InnoDB
gqi_check_email_log: Data: 0.02MB + indeks: 0.00MB + motor InnoDB
gqi_cli_cookie_scan: Data: 0.02MB + indeks: 0.00MB + motor InnoDB
gqi_cli_cookie_scan_categories: Data: 0.02MB + indeks: 0.02MB + motor InnoDB
gqi_cli_cookie_scan_cookies: Data: 0.02MB + indeks: 0.03MB + motor InnoDB
gqi_cli_cookie_scan_url: Data: 0.02MB + indeks: 0.00MB + motor InnoDB
gqi_cli_scripts: Data: 0.02MB + indeks: 0.00MB + motor InnoDB
gqi_commentmeta: Data: 0.02MB + indeks: 0.03MB + motor InnoDB
gqi_comments: Data: 0.05MB + indeks: 0.09MB + motor InnoDB
gqi_e_submissions: Data: 0.02MB + indeks: 0.27MB + motor InnoDB
gqi_e_submissions_actions_log: Data: 0.02MB + indeks: 0.11MB + motor InnoDB
gqi_e_submissions_values: Data: 0.02MB + indeks: 0.03MB + motor InnoDB
gqi_imagify_files: Data: 0.02MB + indeks: 0.08MB + motor InnoDB
gqi_imagify_folders: Data: 0.02MB + indeks: 0.03MB + motor InnoDB
gqi_links: Data: 0.02MB + indeks: 0.02MB + motor InnoDB
gqi_nf3_actions: Data: 0.02MB + indeks: 0.00MB + motor InnoDB
gqi_nf3_action_meta: Data: 0.02MB + indeks: 0.00MB + motor InnoDB
gqi_nf3_chunks: Data: 0.02MB + indeks: 0.00MB + motor InnoDB
gqi_nf3_fields: Data: 0.02MB + indeks: 0.00MB + motor InnoDB
gqi_nf3_field_meta: Data: 0.02MB + indeks: 0.00MB + motor InnoDB
gqi_nf3_forms: Data: 0.02MB + indeks: 0.00MB + motor InnoDB
gqi_nf3_form_meta: Data: 0.02MB + indeks: 0.00MB + motor InnoDB
gqi_nf3_objects: Data: 0.02MB + indeks: 0.00MB + motor InnoDB
gqi_nf3_object_meta: Data: 0.02MB + indeks: 0.00MB + motor InnoDB
gqi_nf3_relationships: Data: 0.02MB + indeks: 0.00MB + motor InnoDB
gqi_nf3_upgrades: Data: 0.02MB + indeks: 0.00MB + motor InnoDB
gqi_options: Data: 5.06MB + indeks: 0.14MB + motor InnoDB
gqi_postmeta: Data: 32.52MB + indeks: 1.97MB + motor InnoDB
gqi_posts: Data: 9.52MB + indeks: 0.36MB + motor InnoDB
gqi_redirection_404: Data: 0.02MB + indeks: 0.05MB + motor InnoDB
gqi_redirection_groups: Data: 0.02MB + indeks: 0.03MB + motor InnoDB
gqi_redirection_items: Data: 0.02MB + indeks: 0.09MB + motor InnoDB
gqi_redirection_logs: Data: 0.02MB + indeks: 0.05MB + motor InnoDB
gqi_say_what_strings: Data: 0.02MB + indeks: 0.00MB + motor InnoDB
gqi_sip_aenwc_email_chain: Data: 0.02MB + indeks: 0.00MB + motor InnoDB
gqi_sip_aenwc_queue: Data: 0.02MB + indeks: 0.00MB + motor InnoDB
gqi_termmeta: Data: 0.02MB + indeks: 0.03MB + motor InnoDB
gqi_terms: Data: 0.02MB + indeks: 0.03MB + motor InnoDB
gqi_term_relationships: Data: 0.05MB + indeks: 0.02MB + motor InnoDB
gqi_term_taxonomy: Data: 0.02MB + indeks: 0.03MB + motor InnoDB
gqi_trp_dictionary_nb_no_en_gb: Data: 0.20MB + indeks: 0.14MB + motor InnoDB
gqi_trp_gettext_en_gb: Data: 0.34MB + indeks: 0.36MB + motor InnoDB
gqi_trp_gettext_nb_no: Data: 1.52MB + indeks: 0.58MB + motor InnoDB
gqi_trp_original_meta: Data: 0.08MB + indeks: 0.11MB + motor InnoDB
gqi_trp_original_strings: Data: 0.13MB + indeks: 0.08MB + motor InnoDB
gqi_usermeta: Data: 0.14MB + indeks: 0.03MB + motor InnoDB
gqi_users: Data: 0.02MB + indeks: 0.05MB + motor InnoDB
gqi_wc_admin_notes: Data: 0.06MB + indeks: 0.00MB + motor InnoDB
gqi_wc_admin_note_actions: Data: 0.02MB + indeks: 0.02MB + motor InnoDB
gqi_wc_category_lookup: Data: 0.02MB + indeks: 0.00MB + motor InnoDB
gqi_wc_customer_lookup: Data: 0.02MB + indeks: 0.03MB + motor InnoDB
gqi_wc_download_log: Data: 0.02MB + indeks: 0.03MB + motor InnoDB
gqi_wc_order_coupon_lookup: Data: 0.02MB + indeks: 0.03MB + motor InnoDB
gqi_wc_order_product_lookup: Data: 0.02MB + indeks: 0.06MB + motor InnoDB
gqi_wc_order_stats: Data: 0.02MB + indeks: 0.05MB + motor InnoDB
gqi_wc_order_tax_lookup: Data: 0.02MB + indeks: 0.03MB + motor InnoDB
gqi_wc_product_meta_lookup: Data: 0.02MB + indeks: 0.09MB + motor InnoDB
gqi_wc_rate_limits: Data: 0.02MB + indeks: 0.02MB + motor InnoDB
gqi_wc_reserved_stock: Data: 0.02MB + indeks: 0.00MB + motor InnoDB
gqi_wc_tax_rate_classes: Data: 0.02MB + indeks: 0.02MB + motor InnoDB
gqi_wc_webhooks: Data: 0.02MB + indeks: 0.02MB + motor InnoDB
gqi_wfpklist_template_data: Data: 0.02MB + indeks: 0.00MB + motor InnoDB
gqi_yoast_indexable: Data: 0.14MB + indeks: 0.09MB + motor InnoDB
gqi_yoast_indexable_hierarchy: Data: 0.02MB + indeks: 0.05MB + motor InnoDB
gqi_yoast_migrations: Data: 0.02MB + indeks: 0.02MB + motor InnoDB
gqi_yoast_primary_term: Data: 0.02MB + indeks: 0.03MB + motor InnoDB
gqi_yoast_seo_links: Data: 0.02MB + indeks: 0.03MB + motor InnoDB

### Post Type Counts ###

a_e_n_shop: 2
attachment: 80
cookielawinfo: 6
custom_css: 1
elementor_library: 22
elementskit_template: 1
envato_tk_import: 1
fpf_fields: 2
language_switcher: 4
mwb_subscriptions: 12
nav_menu_item: 75
oembed_cache: 1
page: 47
pi_shipping_method: 5
polylang_mo: 2
post: 5
product: 4
revision: 2284
shop_coupon: 2
shop_order: 24
shop_order_refund: 7
tablepress_table: 4
termpopup: 1
wapf_product: 1
wcpa_pt_forms: 1

### Security ###

Secure connection (HTTPS): ?
Hide errors from visitors: ?

### Active Plugins (30) ###

Polylang: av WP SYNTEX – 3.1.4
Advanced Custom Fields: qTranslate: av funkjedi – 1.7.25
Advanced Free - Flat shipping WooCommerce: av PI Websolution – 1.6.3.36
Bring Fraktguiden for WooCommerce: av Cove AS – 1.8.8
Polylang Connect for Elementor: av Creame – 2.0.3
Duplicate Page: av mndpsingh287 – 4.4.8
Elementor Pro: av Elementor.com – 3.6.2
Elementor: av Elementor.com – 3.5.5
ElementsKit Lite: av Wpmet – 2.5.3
Flexible Product Fields: av WP Desk – 2.1.2
Header and Footer Scripts: av Digital Liberation – 2.2.1
Imagify: av WP Media – 1.10
Jetpack: av Automattic – 10.6
Loco oversettelse: av Tim Whitlock – 2.5.8
Polylang for WooCommerce: av WP SYNTEX – 1.6.3
Pop-up Notices for WooCommerce: av Thanks to IT – 1.3.7
WooCommerce PDF Invoices, Packing Slips, Delivery Notes and Shipping Labels: av WebToffee – 2.8.9
Virkelig Enkel SSL (Really Simple SSL): av Really Simple utvidelser – 5.2.3
Redirection: av John Godley – 5.2.3
Say What?: av Ademti Software – 2.0.2
SiteGround Optimizer: av SiteGround – 7.0.3
Ship to a different address checked unchecked: av Naresh Parmar – 1.0
Simple 301 Redirects: av WPDeveloper – 2.0.6
SIP Advanced Email Notifications for WC Free: av ShopitPress – 1.0.0
Subscriptions For WooCommerce: av WP Swings – 1.3.1
TablePress: av Tobias B?thge – 1.14
Print Invoice & Delivery Notes for WooCommerce: av Tyche Softwares – 4.6.5
WooCommerce Stripe Gateway: av WooCommerce – 6.1.0
WooCommerce: av Automattic – 6.2.0
Yoast SEO: av Vi i Yoast – 18.1

### Inactive Plugins (0) ###

### Must Use Plugins (1) ###

Elementor Safe Mode: av Elementor.com – 1.0.0

### Settings ###

API Enabled: –
Force SSL: ?
Currency: NOK (kr)
Currency Position: left
Thousand Separator: ,
Decimal Separator: .
Number of Decimals: 2
Taxonomies: Product Types: external (external)
grouped (grouped)
simple (simple)
variable (variable)

Taxonomies: Product Visibility: exclude-from-catalog (exclude-from-catalog)
exclude-from-search (exclude-from-search)
featured (featured)
outofstock (outofstock)
rated-1 (rated-1)
rated-2 (rated-2)
rated-3 (rated-3)
rated-4 (rated-4)
rated-5 (rated-5)

Connected to WooCommerce.com: –

### WC Pages ###

Butikkbase: ? Side ikke satt
Handlekurv: #2774 - handlekurv/
Til kassen: #2782 - kasse/
Min konto: #2790 - min-konto/
Vilk?r og betingelser: ? Side ikke satt

### Theme ###

Name: OceanWP
Version: 3.1.3
Author URL: https://oceanwp.org/about-me/
Child Theme: ? – Hvis du endrer WooCommerce eller et foreldertema du ikke selv har bygget
anbefaler vi ? bruke et dattertema. Se: Hvordan lage et dattertema

WooCommerce Support: ?

### Templates ###

Overrides: /home/customer/www/ceventrix.com/public_html/wp-content/plugins/bring-fraktguiden-for-woocommerce/templates/woocommerce/cart-shipping.php
oceanwp/woocommerce/cart/mini-cart.php
oceanwp/woocommerce/content-single-product.php
oceanwp/woocommerce/loop/loop-start.php
oceanwp/woocommerce/single-product/title.php

### WC Pages Translations ###

Shop base: ? Page not set
Cart: ?
Checkout: ?
My account: ?

### Action Scheduler ###

Fullf?rt: 1?980
Oldest: 2022-01-15 14:43:56 +0000
Newest: 2022-02-15 13:40:48 +0000

P? vent: 4
Oldest: 2022-02-15 14:40:48 +0000
Newest: 2022-02-15 19:51:16 +0000

### Status report information ###

Generated at: 2022-02-15 14:59:47 +01:00

Hi @idacka97

When you check those canceled orders, are you seeing errors on the Order notes?

You can check them by navigating to WordPress Dashboard > WooCommerce > Orders, locating and clicking on one of those canceled orders, and then, checking in your right sidebar for the Order Notes.

If it’s possible, share with us a screenshot of those notes, I’d recommend using this tool:

https://snipboard.io/

Also, have you found any similarity between those 2 purchases? For example, they are from the same country (different from your Store location)? Do they use the same card brand? etc

I hope to hear from you soon!

Hey!

And thank you for all the quick answers.

Both of them are Norwegian which is the main target of the webshop. Both of them has used a debit card but I cannot see if it is from the same provider. But so has several others that have bought the products.

I have attached the images from both orders, but they are in Norwegian so the translated version of it is here:

– Unpaid order cancelled: Time expired. Order status changed from awaiting payment to cancelled.

Image 1: https://snipboard.io/hbfs36.jpg
Image 2: https://snipboard.io/6AP7UL.jpg

Hi @idacka97,

Thanks for providing the screenshots and the additional information.

We may need to take a deeper look at your website and the logs.

Please contact us at WooCommerce.com > My Account > Support. You may need to create an account before you can access that page.

Please include a link to this forum thread, so that we can keep track of what’s already been done.

We will be able to help you further there.