Delay in payment capture after payment intent created

  • Resolved shadowq

    (@shadowq)


    2 years, 5 months ago

    I’ve been using Stripe to accept payments for at least the last 12 months, with 100s of orders a week and everything has been fine. Stripe payment intent is created, stock levels are reduced, order is changed to processing. Perfect.

    However, the other week I noticed an anomaly. The payment intent was created May 22, 2022 at 9:11 pm. But the rest of the flow happened 8 days later, May 30, 2022 at 5:27 pm.

    Logging into Stripe’s dashboard though, the logs show:

    The payment pi_3L2CLRLEhdyfrtF11zEPRB8a for $187.50 has succeeded
22/5/22, 8:49:12 pm
ch_3L2CLRLEhdyfrtF115z3t0bg was charged $187.50
22/5/22, 8:49:12 pm

    And nothing after it. So why did Woocommerce take 8 days to continue processing?

    Looking at the Stripe logs within Woocommerce,

    On May 22, there was no
    Stripe PaymentIntent pi_********* succeeded for order 6143

    And on May 30, we have a 

    payment_intents/pi_************?expand[]=payment_method request: Array
(
)

    called, and the response is the [object] => charge (which doesn’t align with the Stripe’s dashboard, saying the charge was actually 8 days earlier).

    Any help would be muchly appreciated!
    TIA,
    Jarrod.

Viewing 7 replies - 1 through 7 (of 7 total)
  • Thread Starter shadowq

    (@shadowq)

    I should specify- the reason this is a huge issue, is that the delivery date was set when the payment intent was created. However, by the time the payment was captured, the delivery date had passed and the system didn’t book an automatic delivery using the weekly manifests and the order was missed.

    Mirko P.

    (@rainfallnixfig)

    Hi @shadowq!

    The reason behind this behavior might be that you inadvertently ticked the “Issue an authorization on checkout, and capture later” checkbox.

    You can read more about this feature here:

    https://woocommerce.com/document/stripe/#does-stripe-support-authorization-and-capture

    If that’s not the case, can you share a screenshot of the order notes and the Stripe log? Make sure to redact or remove any sensitive info that shouldn’t be made public on this forum.

    I recommend https://snipboard.io for easily sharing screenshots – please follow the instructions on that page, then paste the URL in this thread. It works with Chrome, Firefox, Safari, and Edge browsers.

    Also, 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.

    Thanks!

    Thread Starter shadowq

    (@shadowq)

    Thank you for your reply.

    Double checked the capture later feature, and it’s definitely not enabled (all other orders, before and after, have been fine.

    I’m wondering if it was a webhook failure, however, Stripe only seems to keep webhook logs for 15 days, and unfortunately it’s been 16 days since the payment was captured!

    Order notes – https://snipboard.io/Rr6MGP.jpg
    Stripe Log for the given order – https://snipboard.io/DusbqB.jpg
    System report – https://pastebin.com/BgSe09TS

    Ps- thanks for the link to snipboard.io, that’s super useful! Will definitely be using that one in the future.

    TIA.

    Plugin Support Sandip Mondal – a11n

    (@sandipmondal)

    Hi there,

    Thanks for getting back and sharing the additional details!

    Based on what you have shared, it looks like the payment went through as expected without any issues in Stripe on May 22 but the information about this payment did not reach your site till 30 May.

    I’m wondering if it was a webhook failure

    I suspect that the webhook failed to reach the site and update the order as expected and later it was retried again that is why we see the order was updated on 30 May 2022.

    Can you please let us know if this is happening for all the orders or if this is the only one that was affected?

    If this is the only one then it might be one of the instances where the webhook failed to reach correctly to update the order.

    Please remove the screenshots of Stripe and Order Notes. They contain sensitive information.

    If the problem persists with all orders 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.

    Thanks!

    Thread Starter shadowq

    (@shadowq)

    Thanks for the reply. This is the only order it’s happened on. It looks like the plugin has called the API again 8 days later to see if anything had happened with that payment intent. In my opinion, 8 days is 7 days too long. At the latest, you’d expect a check again 24 hours later. Thoughts?

    Plugin Support Paulo P – a11n

    (@paulostp)

    Hello,

    Thanks for clarifying. To further discuss your concerns, I would suggest that you go ahead and open a ticket with the plugin support like Sandip mentioned before.

    We haven’t heard back from you in a while, (I think that at this point you have been able to find a solution) so I’m going to mark this as resolved – we’ll be here if and/or when you are ready to continue.

    Thanks.

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