Failing Transactions

  • Resolved irishetcher

    (@irishetcher)


    1 year, 6 months ago

    Hi,

    We have just set up a fund raising site to support the purchase of an astro turf pitch. We have seen some orders put through so far but there are some instances where users of Visa Debit with Bank of Ireland are seeing their transactions fail. I did a bit of digging around and from Stripe I am seeing that their is an issue with the bank’s 3D Secure attempt authorisation. This is where transactions over a certain amount get redirected to the bank’s authorisation page whereby the customer must take some action via the banks mobile app before the transaction can be completed.

    I tested with my own Visa Debit with the same bank but the small amount I donated didn’t require or trigger the 3D procedure.

    You may be able to throw some light on what is happening here? Could it relate to web hooks and endpoints?

    I’ll also do a support chap with Stripe to see if they can pin point where the issue is.

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

    (@babylon1999)

    Hello @irishetcher,

    Thank you for reaching out!

    I tested with my own Visa Debit with the same bank but the small amount I donated didn’t require or trigger the 3D procedure.

    To confirm this, switch Stripe to test mode using your own test keys and try placing an order using a test card that will trigger 3DS: https://stripe.com/docs/testing#three-ds-cards


    Also, kindly attach a copy of your site’s system status report. You can find it via WooCommerce > Status. Select “Get system report” and then “Copy for support” (after you scroll down a bit)”. Once done, please paste it here in your reply or via a text-sharing service like https://gist.github.com/.

    Look forward to hearing back from you.

    Thread Starter irishetcher

    (@irishetcher)

    Hi Said,

    Thanks for having a look. And, thanks for the link with all the test cards. Good to know.

    I did some digging around with Stripe support yesterday and all was in order on my end. I also called the Bank of Ireland and they talked me through all the steps on what can go wrong.

    The customer said they weren’t getting a notification and this is where the problem was. Most people expect to get a notification by text, before checking the app. This get’s everyone the first time. You have to go into the app itself and scroll below the PIN login area and click a notification there. It caught me out a year ago or so when I came across for the first time when paying for something online. I think a little UX tuning might be needed on the bank’s side.

    Saif

    (@babylon1999)

    Thank you for the update!

    I think a little UX tuning might be needed on the bank’s side.

    The verification window is simply a JavaScript pop-up. If you face any issues with it in the future, consider temporarily disabling any caching, security, or optimization plugins that could potentially minify JS code.

    Since the cause of the problem is now clear, I’m going to mark this thread as resolved. ??

    If you have a minute, we’d love it if you could leave us a review: https://www.ads-software.com/support/plugin/woocommerce-gateway-stripe/reviews/

    Cheers!

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