Order cancelled but money taken

  • Resolved mattemar

    (@mattemar)


    3 years, 2 months ago

    Hi,

    I have had an issue in 2 transaction where the order was marked as cancelled but the payment were taken from the customer. Please find order notes attached https://ibb.co/zJwXQ7M. I don’t have any debug report as they were deactivated and I have now activated them. Client paid through this plugin via Alipay.

    I have contacted stripe but they have said that I have to contact you directly to resolve this type of issue.

    I am struggling to find a solution and this is making my client angry as it’s messing up with his sales.

    Could you please help?

    Thanks.

Viewing 1 replies (of 1 total)
  • Plugin Support 3 Sons Development – a11n

    (@3sonsdevelopment)

    Hi @mattemar,

    It sounds like the notification from Alipay that the order was paid for may not have reached the site. This is something that can happen with “off-site” payment methods like Alipay or PayPal Standard.

    Typically these work by sending a notification back to the site. Sometimes security plugins or firewalls on the server prevent these notifications from being accepted.

    When that happens, the order can be canceled by the “Hold stock” setting in WooCommerce > Settings > Products > Inventory tab. If there is a number in this field, then an unpaid order will be canceled automatically when that many minutes passes after the order is placed. The idea is to prevent unpaid orders from holding stock that could be purchased by other customers.

    I’d suggest disabling any security plugins and turning off any firewalls on the server. Then try placing a test order and see if it works.

    Let us know what you find out.

Viewing 1 replies (of 1 total)
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