Klarna failing

Hi @ucarmetin,

That status remaining on the payment intent would indicate that your customer is not being redirected to the Klarna hosted payment page. The customer should be redirected to that page after they click the Place Order button.

When the Place Order button is clicked, the checkout form is submitted to the backend where WooCommerce creates the order. The Stripe plugin then detects that the customer is paying with Klarna and responds to the browser with a hashed url like #response=BS3qtVp6Ys . The Stripe plugin listens for the hashchange event emitted by the browser and then triggers the redirect to the Klarna payment page.

I recommend setting the plugin to test mode and verifying if the redirect to Klarna is occuring. If not, you likely have some 3rd party plugin or code that’s interfering with the hashchange event.

Kind Regards

Hi!

Now I understand what to look for. The interesting thing is that we tested Klarna on our staging environment before going live and everything worked just fine. Our staging and production environments are identical.

When checking Stripe, we can see that Klarna has been 21 times but only 6 times the payment was successful. For the other 15 times, it says either “The customer has not entered their payment method.” or “The customer must complete an additional authentication step.” as the reason of incompleted payment.

Hard to say if something is wrong on our production environment or this is the usual behaviour for Klarna users, like they initiate the payment but don’t complete it for one or another reason.

Regards

Hard to say if something is wrong on our production environment or this is the usual behaviour for Klarna users

If you’re running any analytics on your checkout page you should be able to see if they’re being redirected to the Klarna payment page. If they are, then it’s most likely that they’re getting to Klarna then not completing the payment.

Since you confirmed that some orders have come through, I think it’s more to do with Klarna. If the plugin is getting them to the Klarna payment page, then it’s working as expected.

Kind Regards

Hi again,

Now things are getting more interesting. We’ve just received an order paid with Klarna. However the order doesn’t have any products. According to the logs, the payment failed first with the following message:

Error processing payment. Reason: All types provided in payment_method_types are invalid. Please ensure the provided types are activated in your dashboard (https://dashboard.stripe.com/account/payments/settings) and your account is enabled for any preview features that you are trying to use. Order status changed from Pending payment to Failed.

And then it went from Failed to Processing. The payment is received and order is created but there is no product in the order. In Stripe logs as well we can see that no product is specified.

The payment is received and order is created but there is no product in the order.

The Stripe plugin is not responsible for the creation of the WooCommerce order object. It does not manipulate the order in any way that would affect the order items of the order.

According to the logs, the payment failed first with the following message:

Navigate to the stripe.com > developers > logs page and there you can lookup the log entry that’s associated with that error message. Can you share the request body of the log so we can review it?

You can create a support ticket here if you want to keep the log data private.

Kind Regards