Error message at checkout

  • Resolved manonsnl

    (@manonsnl)


    1 year, 9 months ago

    Hi there,

    My customers are getting the message ”We were unable to process your order, please try again” when they proceed their order.

    Seconds later they get a Payment Successful window confirming that the payment was processed. I have confirmed with Stripe that the payments are indeed processing correctly.

    The issue is within WordPress or WooCommerce. I have tested on several browsers and from different locations, and different users. Each time we receive the brief message about unable to process the order moments before it processes successfully. Do you have any idea how to approach this solution?


    Thank you!


    Manon

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

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

  • Hi @manonsnl ,

    Thanks for reaching out!

    I understand that your customers are seeing the message ”We were unable to process your order, please try again” when placing an order.

    However, seconds later they see a “Payment Successful” window appear, confirming that the payment was processed, is this correct?

    As a first step, I’d suggest checking if anything is conflicting with the payment gateway by means of a full conflict test.

    Here is a walkthrough on how to perform a full conflict test:

    https://docs.woocommerce.com/document/how-to-test-for-conflicts/

    Should the issue persist, please can you clarify which plugin you are using to enable Stripe as a payment gateway on your site? Also, does this only occur with payments made via Stripe?

    Additionally, please share the following:

    • System Status Report: navigate to?WooCommerce?→?Status. Select?Get system report?and then?Copy for support.
    • Fatal Error log: Share a copy of any fatal error log found under?WooCommerce?→?Status?→?Logs.

    Once you have these, please share them in your response here.

    Cheers!

    Thread Starter manonsnl

    (@manonsnl)

    Hi Roxy,

    Thank you so much for your answer ??

    Actually I also investigated with Divi support, my current WordPress theme.

    They suggested me to update the last version of the theme, which I did, and I no longer have the error message appearing. It was really simple to fix!

    I hope this would help other people struggling with the same issue over there ??

    All the best,

    Manon

    Hi Manon,

    I’m really glad to hear that you managed to get this sorted!

    Thanks for sharing what worked for you, this will indeed be helpful for others that may be experiencing this same issue.

    I will go ahead and mark this as resolved then – feel free to create a new topic if you need 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 3 replies - 1 through 3 (of 3 total)
  • The topic ‘Error message at checkout’ is closed to new replies.