How to debug failed orders

Hi @corneliusw,

Sorry you’re seeing failed orders in Stripe, there is certainly ways to check on the failed orders. Since you mentioned logs I assume you already have logging/debugging enabled in your Stripe settings in WooCommerce?

Then if any errors are logged you’ll find those under WooCommerce > Status > Logs tab. There will be a Stripe log for every day that logging is enabled.

Image link: https://cld.wthms.co/qK6BmL

What I would do is then look at a failed order, grab the order number and the day it was placed and find the log from that day. Then you can use your browser to search for the order number in the logs. Usually command + f / control + f keyboard commands will bring up the browser search tool.

That helps you locate the request and response between Woo & Stripe for that order. Hopefully if you can find that there is then an error message or something there helping explain why it failed.

Does that all make sense so far? Let us know what you find!

Ok so failed order was last night. Here is my log from WooCommerce > Status > Logs

11-20-2019 @ 05:00:43 - Input params: wc-api=wc_stampsorders&auth_key=WCSS-0f1824f7c170decfee611dbda1b5a3c9&action=export&start_date=11%2F18%2F2019+21%3A12&end_date=11%2F21%2F2019+02%3A00&page=1
11-20-2019 @ 05:00:43 - Exported 1 orders
11-20-2019 @ 16:53:55 - Input params: wc-api=wc_stampsorders&auth_key=WCSS-0f1824f7c170decfee611dbda1b5a3c9&action=export&start_date=11%2F20%2F2019+02%3A00&end_date=11%2F21%2F2019+13%3A53&page=1
11-20-2019 @ 16:53:55 - Exported 0 orders

I am not sure how that information helps me figure out why there’s a failed order.

However the Stripe dashboard provides more information on customer.

Payment declined by customer's bank The bank returned the decline code do_not_honor. Learn more about declines.Nov 20, 2019, 9:37 PM
Payment using
Card ???? 
blocked by a default Radar rule Nov 20, 2019, 9:37 PM
Payment using
Card ???? 
blocked by a default Radar rule Nov 20, 2019, 9:36 PM
Payment using
Card ???? 
blocked by a default Radar rule Nov 20, 2019, 9:35 PM
Payment using
Card ???? 
blocked by a default Radar rule Nov 20, 2019, 9:35 PM
Stripe risk evaluation: normal Nov 20, 2019, 9:37 PM
Payment started Nov 20, 2019, 9:35 PM

That customers Street and Zip check failed. However, a customer two hours earlier failed also and their street & zip check passed but got the same do not honor rule for decline.

So is this is a WooCommerce/Stripe integration error or is it a simple case of someone being unauthorized to use a credit card that is doing a charge on website? The order totals is around $100-120.

Hi @corneliusw,

Thanks for sending those logs over, the first one sounds like it is coming from a Stamps.com plugin. For some reason it may be the defaulted log selected or shown when viewing the logs tab.

The second one from Stripe though is the important one. ??

The first part of it does make it sound like the customers card issuer blocked the payment. Which would mean they need to contact their bank/card issuer. It then mentions some Radar rules, do you have any specific ones setup in your Stripe.com account? –> https://dashboard.stripe.com/radar/rules

It mentions default rules, so it seems like they are just account enabled default rules for Radar.

It appears just the basic rules are turned on.

Radar screenshot

Perhaps it’s just customers with card issues or unauthorized charges. The item that’s having this issue is a well known product.

Hi @corneliusw,

That’s my assumption at the moment, it’s based on the first part of the error logs where the card issuer is declining the transaction. The customer then needs to contact their bank/card issuer to try and clear that up to purchase from your site.

We haven’t heard back from you in a while, so I’m going to mark this as resolved – if you have any further questions, you can start a new thread.