Order cancelled by money taken from customer bankaccount

  • Resolved rayman68

    (@rayman68)


    4 years, 7 months ago

    Hi,

    I have been chatting with Stripe support for quite a log time about 2 cancelled orders in Woocommerce. Customers are complaining that the money was taken from their bankaccounts by Stripe. In the Stripe dashboard I can see both customers were created without any payments.

    Now Stripe support just gives me this answer:

    I did some digging and I’m sorry to say that I can’t find the payment made your by customers “*****@xyz.com” and “*******@abc.com”. If you’re using a third party to collect and pass payment details to Stripe, I would recommend reaching out to them about this, as they will have more insight into their integration than we do.

    Alternatively, if you integrated Stripe yourself or with the help of a developer, it may be worth checking your website logs to see if they can offer any additional information about what has occurred here.

    I wish that I could offer additional insight but I hope this direction was useful. Please let me know if you run into any other questions.

    Has anyone else experienced this?
    And even better is there any solution these customers will get their money back?

    Thanks in advance….

Viewing 12 replies - 1 through 12 (of 12 total)
  • Thread Starter rayman68

    (@rayman68)

    in the subject it must be ‘but’ instead of ‘by’

    Plugin Support Aashik P – a11n

    (@aashik)

    Hi there!

    Am I understanding correctly that you refunded two orders where customer reported that amount was deducted from their bank account, but they did not receive the refunds back?

    If yes, this is not expected behavior. For further investigation, could you please get back to us with:

    1. System Status Report:

    You can find it via WooCommerce > Status.
    Select “Get system report” and then “Copy for support”.? Once you’ve done that, paste it here in your response.

    2. Screenshots of both the refunded orders, with order notes (WooCommerce > Orders > Edit the refunded order and share a screenshot of this page, please)

    If you don’t already have a screenshot service installed, you can try https://snipboard.io or https://skitch.com/.

    (Please make sure that any personal data – including emails, IP, transaction ID, address etc are redacted in the screenshot)

    Thank you for working with us on this. Please do not hesitate to get back to us for further help if you’re having any trouble following the instructions above.

    Thread Starter rayman68

    (@rayman68)

    No the orders are not refunded. They have the status cancelled in Woocommerce. In the Stripe dashboard I see both customers are created as a customer without any payments. Still one customer gave me a screenshot of their bankaccount showing the money was transferred to the German bankaccount number of Stripe. Strip support claims they haven’t received the money so they can’t help me. So the situation now is that I have a customer claiming he paid money to me but Stripe says they haven’t receive any payment….. Do you still need any screenshots?

    Below the System Status Report.
    I disabled the Stripe payment option because I don’t trust it anymore at this moment.

    
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Afgerond: 272
Oldest: 2020-03-17 19:05:27 +0000
Newest: 2020-04-06 21:03:30 +0000
    Thread Starter rayman68

    (@rayman68)

    Is there any logging to see what happened with one of the customers during the ordering and payment in WooCommerce in my webshop?

    Plugin Support Aashik P – a11n

    (@aashik)

    Hi there!

    No the orders are not refunded. They have the status cancelled in Woocommerce.

    Thanks for the clarification. Can we have the screenshots of those canceled orders, specifically displaying the order note section – for further investigation, please? (make sure the private details are redacted).

    Is there any logging to see what happened with one of the customers during the ordering and payment in WooCommerce in my webshop?

    If you previously had logging enabled, you can find the logs titled stripe under WooCommerce > Status > Logs > Search for stripe logs on the drop-down, and click the view button on the top-right corner of the page.

    If not, there isn’t a way to search for historical logs, but you can enable them to capture logs for future transactions at WooCommerce > Settings > Payments > Stripe:

    stripe logs
    Link to image: https://d.pr/hFKTWt

    Thread Starter rayman68

    (@rayman68)

    Ok there is only one note with those canceled order saying this in Dutch:

    “Onbetaalde bestelling geannuleerd – tijdslimiet bereikt. Bestellingsstatus gewijzigd van Wachtend op betaling naar Geannuleerd.”

    Google Translate to English:

    “Unpaid order canceled – time limit reached. Order status changed from Awaiting Payment to Canceled.”

    Unfortunately logging is not enabled so I can’t see any more logging about this cancelled orders……

    Plugin Support Aashik P – a11n

    (@aashik)

    Hi there!

    > Unpaid order canceled – time limit reached. Order status changed from Awaiting Payment to Canceled.

    The sounds similar to auto-order cancellation by Hold Stock (minutes).

    I’d recommend cross-checking the configuration to confirm this. That said, it also means that the payment was never received from your end. If the customers are still saying that the payment was taken from their bank account, the best way forward for them would be to reach out to their bank.

    —

    Optionally, I’d also recommend making a test purchase yourself to see if the transactions go through. If not, please get back to us with the logs (after redacting personal data) so that we can further investigate what’s happening here.

    Thread Starter rayman68

    (@rayman68)

    Hold Stock was configured for 60 minutes I changed it to blank so it is disabled now. I have asked one of the customer if the online shopping took more than 60 minutes…. Let’s see what the answer is…

    Thank so far for your help!

    Plugin Support Aashik P – a11n

    (@aashik)

    Hold Stock was configured for 60 minutes I changed it to blank so it is disabled now. I have asked one of the customer if the online shopping took more than 60 minutes

    It need not necessarily take 60 minutes for them to pay. As long as the payment was not received in 60 minutes, the order will be automatically canceled.

    With your current settings, any new orders that haven’t been paid for – will stay in Pending Payment status.

    Plugin Support Aashik P – a11n

    (@aashik)

    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.

    Same just happened to me unfortunately.

    Plugin Support Aashik P – a11n

    (@aashik)

    @adistrib Can you please create a new topic with the following details included so that we can further investigate the behavior you’re seeing on your store?

    1. System Status Report.
    2. Stripe logs (instructions can be found in my previous response above)

    Thank you for your understanding.

Viewing 12 replies - 1 through 12 (of 12 total)
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