Order “Cancelled” but paid with Stripe

Hey there, @imillenium! Thanks for contacting us. I’m happy to help you.

As I understand this only happens with Stripe, correct? If you use another payment method everything runs smoothly?

Do you see any similarities between the orders this does happen to? It could be similar products, payment method (same credit card company for example), similar address, etc.

Have you tried reconnecting the webhooks? The support channel for the Stripe plugin you are using should be able to help with this if you need.

Can you please share a screenshot of the order notes on one of those? Please remove any sensitive information before sharing it here. I recommend using https://snipboard.io. You can share the direct link to the image as a response to this topic.

Here’s an example of what we need:

https://snipboard.io/ga15Gu.jpg

Looking forward to your reply.

Have a wonderful day!

Hi @carolm29

That’s right, the error only occurs with Stripe. We also have Paypal, but it only happens with Stripe.

I have been checking the orders that have failed and I can’t find any similarities. Neither in the products, nor in the card company or anything else. It’s all very strange.

https://snipboard.io/47L9CP.jpg

Hey @imillenium, thanks for the information and screenshot!

Were you able to try and reset the webhooks?

Furthermore, I’d like to understand your site properly. Please share with us the necessary information below for us to investigate the issue further:

• System Status Report which you can find via WooCommerce > Status > Get system report > Copy for support.
• Fatal error logs (if any) under WooCommerce > Status > Logs. Then you can use the selector to search for Fatal Errors. Also please look for Stripe errors.
  You could copy and paste your reply here or paste it via https://gist.github.com/ and send the link here.

Looking forward to your reply.

Have a wonderful day!

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La versión del núcleo es la 8.6.0<br><br>Outdated Templates: ?<br>					<br>					<br>						Aprende cómo actualizar<br><br>### Klarna Payments Request Log ###<br><br>No Klarna Payment errors: <br><br>### Klarna Countries ###<br><br>Production Countries: ES<br>Test Countries: DE<br><br>### Admin ###<br><br>Enabled Features: activity-panels<br>analytics<br>product-block-editor<br>coupons<br>core-profiler<br>customize-store<br>customer-effort-score-tracks<br>import-products-task<br>experimental-fashion-sample-products<br>shipping-smart-defaults<br>shipping-setting-tour<br>homescreen<br>marketing<br>mobile-app-banner<br>navigation<br>onboarding<br>onboarding-tasks<br>product-variation-management<br>product-virtual-downloadable<br>product-external-affiliate<br>product-grouped<br>product-linked<br>product-pre-publish-modal<br>remote-inbox-notifications<br>remote-free-extensions<br>payment-gateway-suggestions<br>shipping-label-banner<br>subscriptions<br>store-alerts<br>transient-notices<br>woo-mobile-welcome<br>wc-pay-promotion<br>wc-pay-welcome-page<br><br>Disabled Features: minified-js<br>new-product-management-experience<br>product-custom-fields<br>settings<br>async-product-editor-category-field<br>launch-your-store<br><br>Daily Cron: ? Next scheduled: 2024-06-10 09:20:22 +01:00<br>Options: ?<br>Notes: 90<br>Onboarding: completed<br><br>### Action Scheduler ###<br><br>Canceled: 45<br>Oldest: 2024-05-22 07:51:10 +0000<br>Newest: 2024-06-09 11:26:01 +0000<br><br>Complete: 12.303<br>Oldest: 2024-05-10 09:33:40 +0000<br>Newest: 2024-06-10 08:50:57 +0000<br><br>Failed: 242<br>Oldest: 2023-07-11 09:23:27 +0000<br>Newest: 2024-06-07 11:20:29 +0000<br><br>Pending: 10<br>Oldest: 2024-06-10 08:50:59 +0000<br>Newest: 2024-06-11 09:00:32 +0000<br><br><br>### Status report information ###<br><br>Generated at: 2024-06-10 09:51:10 +01:00<br>

2024-06-05T22:08:06+00:00 Información 79.153.177.119::REQUEST customers::create--[{"description":"Customer for Order #185333","email":"m***[email protected]","address":{"city":"Barcelona","country":"ES","line1":"S*** 93, 6\u20191","line2":"","postal_code":"08005","state":"B"},"name":"Madeleine Granlind"}]

2024-06-05T22:08:07+00:00 Información 79.*****::RESPONSE customers::create--{"id":"cus_QEvrD****u","object":"customer","address":{"city":"Barcelona","country":"ES","line1":"S**** 93, 6\u20191","line2":"","postal_code":"08005","state":"B"},"balance":0,"created":1717625287,"currency":null,"default_source":null,"delinquent":false,"description":"Customer for Order #185333","discount":null,"email":"m*****[email protected]","invoice_prefix":"BFBEF815","invoice_settings":{"custom_fields":null,"default_payment_method":null,"footer":null,"rendering_options":null},"livemode":true,"metadata":[],"name":"M****ind","phone":null,"preferred_locales":[],"shipping":null,"tax_exempt":"none","test_clock":null}

2024-06-05T22:08:09+00:00 Información 79.***.119::REQUEST paymentintents::create--[[{"amount":4410,"currency":"EUR","description":"XLASH ESPA\u00d1A - Pedido 185333","payment_method_types":["card","link"],"payment_method":"pm_1PORzuB9***Wu3PcnwE","customer":"cus_QEv*****u","capture_method":"automatic","setup_future_usage":"off_session","metadata":{"customer_name":"Ma******ind","customer_email":"mad*****[email protected]","order_number":"185333","order_id":185333,"site_url":"https:\/\/xlash.es","wp_user_id":121448,"customer_ip":"79.153.177.119","user_agent":"Mozilla\/5.0 (iPhone; CPU iPhone OS 17_4_1 like Mac OS X) AppleWebKit\/605.1.15 (KHTML, like Gecko) Version\/17.4.1 Mobile\/15E148 Safari\/604.1","products":"Xlash 3ml Serum Crece Pesta\u00f1as x 1, M\u00e1scara de Pesta\u00f1as Xlash x 1"},"shipping":{"name":"Mad*****ind","address":{"line1":"Sa*******iu 93, 6\u20191","line2":"","city":"Barcelona","country":"ES","postal_code":"08005","state":"B"}}}],{"idempotency_key":"pm_1PORzu*********cnwE_wc_order_DU43d4y1gMWtE"}]

2024-06-05T22:08:10+00:00 Información 79.******.119::RESPONSE paymentintents::create--{"id":"pi_3POS0***********n6P6tfS","object":"payment_intent","amount":4410,"amount_capturable":0,"amount_details":{"tip":[]},"amount_received":0,"application":"ca_ME1h******H7vAtz","application_fee_amount":null,"automatic_payment_methods":null,"canceled_at":null,"cancellation_reason":null,"capture_method":"automatic","charges":{"object":"list","data":[],"has_more":false,"total_count":0,"url":"\/v1\/charges?payment_intent=pi_3POS*******tfS"},"client_secret":"pi_3PO*********6tfS_secret_887epxrtjA8635Ls3f3lZgePH","confirmation_method":"automatic","created":1717625290,"currency":"eur","customer":"cus_QE********VOu","description":"XLASH ESPA\u00d1A - Pedido 185333","invoice":null,"last_payment_error":null,"latest_charge":null,"livemode":true,"metadata":{"customer_email":"mad*****[email protected]","customer_ip":"79.******.119","customer_name":"Mad*****ind","order_id":"185333","order_number":"185333","products":"Xlash 3ml Serum Crece Pesta\u00f1as x 1, M\u00e1scara de Pesta\u00f1as Xlash x 1","site_url":"https:\/\/xlash.es","user_agent":"Mozilla\/5.0 (iPhone; CPU iPhone OS 17_4_1 like Mac OS X) AppleWebKit\/605.1.15 (KHTML, like Gecko) Version\/17.4.1 Mobile\/15E148 Safari\/604.1","wp_user_id":"121448"},"next_action":null,"on_behalf_of":null,"payment_method":"pm_1P***********u3PcnwE","payment_method_configuration_details":null,"payment_method_options":{"card":{"installments":null,"mandate_options":null,"network":null,"request_three_d_secure":"automatic"},"link":{"persistent_token":null}},"payment_method_types":["card","link"],"processing":null,"receipt_email":null,"review":null,"setup_future_usage":"off_session","shipping":{"address":{"city":"Barcelona","country":"ES","line1":"Sa******* 93, 6\u20191","line2":"","postal_code":"08005","state":"B"},"carrier":null,"name":"Mad*****ind","phone":null,"tracking_number":null},"source":null,"statement_descriptor":null,"statement_descriptor_suffix":null,"status":"requires_confirmation","transfer_data":null,"transfer_group":null}

Hi @carolm29,

I am attaching the information you requested. I am attaching the errors related to order 185333 that registered the error of being paid correctly, but Woocommerce left it as “Canceled”.

Thanks!!!!

Hello imillenium

Thank you for your reply.

The issue is most probably occurring due to miscommunication between Stripe and the website.
To fix this, I suggest recreating the Webhooks.
Here is our guide for your assistance.

Before you reset the Webhooks, share a screenshot of the existing webhooks with me.
Here is an example:

Let me know when you have created the new webhooks.
Then we will wait and see if the issue happens again.

Best regards.