Increase in Order Failures

  • Resolved gekkointernet

    (@gekkointernet)


    2 years, 11 months ago

    Since the beginning of April we’ve experienced an increase in failed orders in our WooCommerce dashboard. These orders correspond to instances where a customer request is being sent (this can be seen in the debug logs and in Stripe) but there is no follow up payment intent request until they retry or place another order.

    In the Stripe dashboard we have customers created with no payment initiation attempt attached to them. This is new behaviour on a set up that was previously running normally. Prior to this date we don’t have any such customers.

    We have also experienced the behaviour with existing customers where it sends the customer request and gets a response to confirm the customer number but there is no following payment initiation attempt.

    Obviously this is causing some concern and we would like to try to resolve the issue as soon as we can. Any assistance would be much appreciated.

Viewing 5 replies - 1 through 5 (of 5 total)

  • Hi there.

    I’m sorry to hear that. To understand much better this issue, 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”.

    Also, share a copy of any fatal error log found under WooCommerce > System Status > Logs (if available).

    Be sure to redact any sensitive information before sending this info.

    Thanks.

    Thread Starter gekkointernet

    (@gekkointernet)

    
### WordPress Environment ###

WordPress address (URL): Hidden
Site address (URL): Hidden
WC Version: 4.2.5
REST API Version: ? 1.0.8
WC Blocks Version: ? 2.5.16
Action Scheduler Version: ? 3.1.6
WC Admin Version: ? Inactive 1.2.5
Log Directory Writable: ?
WP Version: ? 5.2.15 - There is a newer version of WordPress available (5.9.3)
WP Multisite: –
WP Memory Limit: 512 MB
WP Debug Mode: –
WP Cron: ?
Language: en_US
External object cache: –

### Server Environment ###

Server Info: Apache
PHP Version: 7.4.28
PHP Post Max Size: 100 MB
PHP Time Limit: 3600
PHP Max Input Vars: 10000
cURL Version: 7.58.0
OpenSSL/1.1.1

SUHOSIN Installed: –
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Max Upload Size: 50 MB
Default Timezone is UTC: ?
fsockopen/cURL: ?
SoapClient: ?
DOMDocument: ?
GZip: ?
Multibyte String: ?
Remote Post: ?
Remote Get: ?

### Database ###

WC Database Version: 4.2.5
WC Database Prefix: wp_
Total Database Size: 115.97MB
Database Data Size: 63.70MB
Database Index Size: 52.27MB
wp_woocommerce_sessions: Data: 2.02MB + Index: 0.05MB + Engine InnoDB
wp_woocommerce_api_keys: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_woocommerce_attribute_taxonomies: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_woocommerce_downloadable_product_permissions: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
wp_woocommerce_order_items: Data: 1.52MB + Index: 0.30MB + Engine InnoDB
wp_woocommerce_order_itemmeta: Data: 6.52MB + Index: 6.03MB + Engine InnoDB
wp_woocommerce_tax_rates: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
wp_woocommerce_tax_rate_locations: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
wp_woocommerce_shipping_zones: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
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wp_wpml_mails: Data: 3.52MB + Index: 0.00MB + Engine InnoDB

### Post Type Counts ###

acf-field: 10
acf-field-group: 2
attachment: 202
custom_css: 1
inc_popup: 1
nav_menu_item: 6
page: 22
post: 17
product: 123
revision: 1
shop_coupon: 913
shop_order: 5565
shop_order_refund: 90
shop_subscription: 352

### Security ###

Secure connection (HTTPS): ?
					Your store is not using HTTPS. Learn more about HTTPS and SSL Certificates.
Hide errors from visitors: ?

### Active Plugins (14) ###

hubspot gdpr combo: by  – 0.1.0
Advanced Custom Fields PRO: by Delicious Brains – 5.12.2
PublishPress Capabilities: by PublishPress – 2.3.2
WooCommerce Coupon Generator: by Jeroen Sormani – 1.2.0 – Installed version not tested with active version of WooCommerce 4.2.5
cvs2Coupons: by Nathan Lucking / MN Digital – 2.2.3
Flexible Shipping: by WP Desk – 3.9.21
Maintenance Mode: by Lukas Juhas – 2.4.3
MNDM GDPR: by Nathan Lucking / Tom Royal – 1.2
WooCommerce AvaTax: by SkyVerge – 1.16.0
WooCommerce Customer/Order CSV Export: by SkyVerge – 4.2.1 (update to version 5.3.3 is available) – Installed version not tested with active version of WooCommerce 4.2.5
WooCommerce Stripe Gateway: by WooCommerce – 4.5.0
WooCommerce Google Analytics Integration: by WooCommerce – 1.4.22
WooCommerce Subscriptions: by WooCommerce – 3.0.5 (update to version 4.1.0 is available)
WooCommerce: by Automattic – 4.2.5

### Inactive Plugins (5) ###

HubSpot All-In-One Marketing - Forms, Popups, Live Chat: by HubSpot – 7.34.4
WooCommerce Helper: by WooCommerce – 1.7.2 – Installed version not tested with active version of WooCommerce 4.2.5 – Network enabled
WooCommerce Shipping Per Product v2: by WooThemes – 2.2.7 – Installed version not tested with active version of WooCommerce 4.2.5
WooCommerce Subscriptions CSV Importer and Exporter: by Prospress Inc – 2.1.0
WP Mail Logging: by MailPoet – 1.9.7

### Dropin Plugins (1) ###

advanced-cache.php: advanced-cache.php

### Must Use Plugins (6) ###

Force Strong Passwords - WPE Edition: by Jason Cosper – 1.8.0
WPE ElasticPress Autosuggest Logger: by WP Engine – 1.0.0
WP Engine Cache Plugin: by WP Engine – 1.0.8
WP Engine Seamless Login Plugin: by WP Engine – 1.5.5
WP Engine Security Auditor: by wpengine – 1.0.10
WP Engine System: by WP Engine – 5.0.1

### Settings ###

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

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

Connected to WooCommerce.com: ?

### WC Pages ###

Shop base: #5 - /shop/
Cart: #6 - /cart/
Checkout: #7 - /checkout/
My account: #8 - /my-account/
Terms and conditions: ? Page not set

### Theme ###

Name: Weta
Version: 1.1.0
Author URL: https://www.elmastudio.de/en/
Child Theme: ? – If you are modifying WooCommerce on a parent theme that you did not build personally we recommend using a child theme. See: How to create a child theme
WooCommerce Support: ?

### Templates ###

Overrides: –

### Subscriptions ###

WCS_DEBUG: ? No
Subscriptions Mode: ? Live
Subscriptions Live URL: https://www.thebjpshop.com
Subscription Statuses: wc-cancelled: 352
WooCommerce Account Connected: ? Yes
Active Product Key: ? No
Report Cache Enabled: ? Yes
Cache Update Failures: ? 0 failure

### Store Setup ###

Country / State: United Kingdom (UK)

### Subscriptions by Payment Gateway ###

other: wc-cancelled: 20
Stripe: wc-cancelled: 332

### Payment Gateway Support ###

Stripe: products
refunds
tokenization
add_payment_method
subscriptions
subscription_cancellation
subscription_suspension
subscription_reactivation
subscription_amount_changes
subscription_date_changes
subscription_payment_method_change
subscription_payment_method_change_customer
subscription_payment_method_change_admin
multiple_subscriptions
pre-orders

### Customer/Order CSV Export ###

Order Export Format: default_one_row_per_item
Customer Export Format: default
Automatically Export Orders: disabled
Automatically Export Customers: disabled

### Action Scheduler ###

Complete: 132
Oldest: 2022-03-22 09:35:15 +0000
Newest: 2022-04-22 02:00:37 +0000

Failed: 14
Oldest: 2016-07-21 15:01:10 +0000
Newest: 2019-08-31 14:30:08 +0000
    Thread Starter gekkointernet

    (@gekkointernet)

    There are no failure logs. I do have the debug logs switched on but they have a lot of sensitive information in them. This is how the log looks for an order that fails. At the bottom I’ve left in their retry attempt five minutes later

    2022-04-20T17:28:34+00:00 DEBUG 
====Stripe Version: 4.5.0====
====Start Log====
customers/customer1 request: Array
(
    [email] => customer1@customer1.co.uk
    [description] => Name: Customer1, Username: Customer1
    [metadata] => Array
        (
        )

)

====End Log====

2022-04-20T17:28:34+00:00 DEBUG 
====Stripe Version: 4.5.0====
====Start Log====
Error: stdClass Object
(
    [token_id] => 
    [customer] => Customer1
    [source] => 
    [source_object] => 
)

====End Log====

2022-04-20T17:32:30+00:00 DEBUG 
====Stripe Version: 4.5.0====
====Start Log====
customers/Customer1 request: Array
(
    [email] => Customer1@Customer1.co.uk
    [description] => Name: Customer1, Username: Customer1
    [metadata] => Array
        (
        )

)

====End Log====

2022-04-20T17:32:31+00:00 DEBUG 
====Stripe Version: 4.5.0====
====Start Log====
Error: stdClass Object
(
    [token_id] => 
    [customer] => Customer1
    [source] => 
    [source_object] => 
)

====End Log====

2022-04-20T17:33:49+00:00 DEBUG 
====Stripe Version: 4.5.0====
====Start Log====
sources/Customer1
====End Log====

2022-04-20T17:33:50+00:00 DEBUG 
====Stripe Version: 4.5.0====
====Start Log====
customers/Customer1 request: Array
(
    [email] => Customer1@Customer1.co.uk
    [description] => Name: Customer1, Username: Customer1
    [metadata] => Array
        (
        )

)

====End Log====

2022-04-20T17:33:50+00:00 DEBUG 
====Stripe Version: 4.5.0====
====Start Log====
Info: Begin processing payment for order 10807 for the amount of 3.99
====End Log====

2022-04-20T17:33:50+00:00 DEBUG 
====Stripe Version: 4.5.0====
====Start Log====
payment_intents request: Array
(
    [source] => Customer1
    [amount] => 399
    [currency] => gbp
    [description] => The Shop - Order 10807
    [metadata] => Array
        (
            [customer_name] => Customer1
            [customer_email] => Customer1
            [order_id] => 10807
        )

    [capture_method] => automatic
    [payment_method_types] => Array
        (
            [0] => card
        )

    [customer] => Customer1
)

====End Log====

2022-04-20T17:33:51+00:00 DEBUG 
====Stripe Version: 4.5.0====
====Start Log====
Stripe PaymentIntent pi_redacted initiated for order 10807
====End Log====

2022-04-20T17:33:51+00:00 DEBUG 
====Stripe Version: 4.5.0====
====Start Log====
payment_intents/pi_redacted/confirm request: Array
(
    [source] => src_redacted
)

====End Log====

2022-04-20T17:33:53+00:00 DEBUG 
====Stripe Version: 4.5.0====
====Start Log====
Stripe PaymentIntent pi_redacted succeeded for order 10807
====End Log====
    Thread Starter gekkointernet

    (@gekkointernet)

    Just adding a quick note to say that SSL is enforced by WPEngine on the site. We have changed the setting in the general settings to match.

    Hello,

    WP Version: ? 5.2.15 – There is a newer version of WordPress
    WC Version: 4.2.5
    WooCommerce Stripe Gateway: by WooCommerce – 4.5.0

    Thanks for sending this information. Please be sure to update your WordPress, WooCommerce, and Stripe payment gateway to their latest versions.

    If you would not like to update or touch your production site, then you can implement a staging site, we recommend WP Staging for quickly spinning up a new test site.

    Once the site is up to date, please check again (you can place a test order).

    Let us know whether or not the issue is present after this.

Viewing 5 replies - 1 through 5 (of 5 total)
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