Order On Hold but Order Completed mail send

  • Resolved Fede84

    (@fede84)


    2 years, 4 months ago

    Hi, i’ve got an issue with payment with Stripe. Main problem is that client account was suspended and he not see that. Site have receved an order, client have tryed to pay with Credit Card but i suppose that payment not complete. From Stripe Daschboard i can see that response for the transaction is
    “message”: “This Connect account cannot currently make live charges. The requirements.disabled_reason property on the account will provide information about why this account is currently disabled. If you are a customer trying to make a purchase, please contact the owner of this site. Your transaction has not been processed.”
    “type”: “invalid_request_error”
    i’ve got two paymente try with same error. Now i’ve got on woocommerce oreder marked as ON HOLD but i’ve receved the woocommerce email like order is completed. Someone could help? Down the Woocommerce status repor if it usefull


    ### WordPress Environment ###

    WordPress address (URL): https://www.farmarossi.com
    Site address (URL): https://www.farmarossi.com
    WC Version: 6.6.1
    REST API Version: ? 6.6.1
    WC Blocks Version: ? 7.6.2
    Action Scheduler Version: ? 3.4.0
    Log Directory Writable: ?
    WP Version: 6.0
    WP Multisite: –
    WP Memory Limit: 512 MB
    WP Debug Mode: –
    WP Cron: ?
    Language: it_IT
    External object cache: –

    ### Server Environment ###

    Server Info: Apache
    PHP Version: 7.4.30
    PHP Post Max Size: 300 MB
    PHP Time Limit: 600
    PHP Max Input Vars: 10000
    cURL Version: 7.76.1
    OpenSSL/1.0.2k-fips

    SUHOSIN Installed: –
    MySQL Version: 5.6.51-91.0-log
    Max Upload Size: 300 MB
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    fsockopen/cURL: ?
    SoapClient: ?
    DOMDocument: ?
    GZip: ?
    Multibyte String: ?
    Remote Post: ?
    Remote Get: ?

    ### Database ###

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    WC Database Prefix: wp533_
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    SevenSpark – 2.0.3

    Contact Form 7 Shortcode Enabler: by Tobias Zimpel (TZ Media) – 1.1
    Contact Form 7: by Takayuki Miyoshi – 5.6
    Cresta Help Chat: by CrestaProject – Rizzo Andrea – 1.2.8
    Custom Post Type Permalinks: by Toro_Unit – 3.4.5
    GTM4WP: by Thomas Geiger – 1.16
    Enable Media Replace: by ShortPixel – 3.6.3
    Instant Indexing: by Rank Math – 1.1.16
    Flamingo: by Takayuki Miyoshi – 2.3
    Formidable Forms Pro: by Strategy11 – 4.09.04
    Formidable Forms: by Strategy11 – 5.4.1
    Maps Widget for Google Maps: by Web Factory Ltd – 4.22
    Smash Balloon Instagram Feed: by Smash Balloon – 6.0.6
    Loco Translate: by Tim Whitlock – 2.6.2
    Modern Web Templates Unyson Extensions: by mwtemplates – 1.0
    Payment Gateways per Products for WooCommerce: by WPWhale – 1.7.1
    Phoenix Media Rename: by crossi72 – 3.8.2
    Product Catalog Feed Pro by PixelYourSite: by PixelYourSite – 5.0.0
    Product Watermark for WooCommerce: by BeRocket – 1.3.5.3
    Search Exclude: by Roman Pronskiy – 1.2.6
    Simple Lightbox: by Archetyped – 2.8.1
    Taxonomy/Term and Role based Discounts for WooCommerce: by PT Woo Plugins (by Webdados) – 2.1.0
    Unyson: by ThemeFuse – 2.7.27
    Woo Custom Related Products: by WPCodelibrary – 1.3.2
    WooCommerce Brands: by WooCommerce – 1.6.19
    WooCommerce Category Accordion: by TechieResource – 2.0
    WooCommerce Conditional Shipping and Payments: by SomewhereWarm – 1.7.5
    WooCommerce Stripe Gateway: by WooCommerce – 6.4.3
    WooCommerce Product Carousel Slider Pro: by ADL Plugins – 3.1.0
    PickPlugins Product Slider for WooCommerce: by PickPlugins – 1.13.35
    WooCommerce: by Automattic – 6.6.1
    Wordfence Security: by Wordfence – 7.5.11
    Yoast SEO: by Team Yoast – 19.2
    WP All Import Pro: by Soflyy – 4.6.6-beta-1.5
    WP Crontrol: by John Blackbourn e collaboratori – 1.14.0
    WP Mail SMTP: by WPForms – 3.4.0
    WP Rocket: by WP Media – 3.11.3
    Schema Pro: by Brainstorm Force – 2.7.2
    WP Sheet Editor – Post Types (Premium): by WP Sheet Editor – 2.23.0
    WP All Import – ACF Add-On: by Soflyy – 3.3.6
    WP All Import – WooCommerce Import Add-On Pro: by Soflyy – 3.3.1
    WPB Accordion Menu or Category: by wpbean – 1.4.2
    YITH PayPal Express Checkout for WooCommerce: by YITH – 1.15.1
    YITH WooCommerce Category Accordion Premium: by YITH – 1.0.33
    YITH WooCommerce Product Slider Carousel Premium: by YITH – 1.0.50

    ### Inactive Plugins (17) ###

    AccessPress Social Counter: by AccessPress Themes – 1.9.2
    Add Product Tabs for WooCommerce: by XforWooCommerce – 1.3.1
    Bookly: by Bookly – 20.9
    Bookly Advanced Google Calendar (Add-on): by Bookly – 2.3
    Bookly Custom Fields (Add-on): by Bookly – 2.6
    Bookly PayPal Payments Standard (Add-on): by Bookly – 2.5
    Bookly Pro (Add-on): by Bookly – 4.2
    Bookly Recurring Appointments (Add-on): by Bookly – 4.1
    Bookly Stripe (Add-on): by Bookly – 2.2
    Conditional Fields for Contact Form 7: by Jules Colle – 2.2
    Maintenance mode for WooCommerce: by netfett – 1.0.15
    WooCommerce Min/Max Quantities: by WooCommerce – 2.4.15
    Woo Custom Emails Per Product: by Alex Mustin – 2.2.9
    WP All Export – User Export Add-On Pro: by Soflyy – 1.0.7
    WP All Export Pro: by Soflyy – 1.7.0
    WP Lightbox 2: by Syed Balkhi – 3.0.6.5
    YITH WooCommerce Catalog Mode Premium: by YITH – 2.0.16

    ### Dropin Plugins (1) ###

    advanced-cache.php: advanced-cache.php

    ### Must Use Plugins (1) ###

    InfiniteWP – Client Loader: by Revmakx – 1.0.1

    ### Settings ###

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

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

    Connected to WooCommerce.com: –
    Enforce Approved Product Download Directories: –

    ### WC Pages ###

    Shop base: #267 – /shop/
    Carrello: ? La pagina non contiene lo shortcode [woocommerce_cart] o il blocco woocommerce/cart.
    Pagamento: #269 – /checkout/
    Il mio account: #270 – /my-account/
    Termini e condizioni: ? La pagina non è impostata

    ### Theme ###

    Name: Pharmaton
    Version: 1.0.1
    Author URL: https://modernwebtemplates.com/
    Child Theme: ? – Se stai modificando WooCommerce o un tema genitore che non hai costruito personalmente
    ti consigliamo di utilizzare un tema child. Vedi: Come creare un tema child

    WooCommerce Support: ?

    ### Templates ###

    Overrides: pharmaton/woocommerce/checkout/form-billing.php
    pharmaton/woocommerce/notices/error.php
    pharmaton/woocommerce/notices/notice.php
    pharmaton/woocommerce/notices/success.php
    pharmaton/woocommerce/single-product/meta.php
    pharmaton/woocommerce/single-product/title.php

    ### Admin ###

    Enabled Features: activity-panels
    analytics
    coupons
    customer-effort-score-tracks
    experimental-products-task
    experimental-import-products-task
    experimental-fashion-sample-products
    homescreen
    marketing
    mobile-app-banner
    navigation
    onboarding
    onboarding-tasks
    remote-inbox-notifications
    remote-free-extensions
    payment-gateway-suggestions
    shipping-label-banner
    subscriptions
    store-alerts
    transient-notices
    wc-pay-promotion
    wc-pay-welcome-page
    wc-pay-subscriptions-page

    Disabled Features: minified-js
    settings

    Daily Cron: ? Next scheduled: 2022-07-12 07:18:32 +02:00
    Options: ?
    Notes: 91
    Onboarding: completed

    ### Action Scheduler ###

    Completato: 3.302
    Oldest: 2022-07-07 09:12:54 +0200
    Newest: 2022-07-11 11:25:45 +0200

    Operazione non riuscita: 32
    Oldest: 2020-07-15 21:19:39 +0200
    Newest: 2021-01-17 12:42:35 +0100

    In attesa: 2
    Oldest: 2022-07-12 09:55:32 +0200
    Newest: 2022-07-15 16:25:51 +0200

    ### Status report information ###

    Generated at: 2022-07-11 12:17:31 +02:00
    `

Viewing 7 replies - 1 through 7 (of 7 total)
  • Plugin Support Sol J. a11n

    (@solstudioim)

    Hi there,

    Thanks for your question!

    This Connect account cannot currently make live charges. The requirements.disabled_reason property on the account will provide information about why this account is currently disabled. If you are a customer trying to make a purchase, please contact the owner of this site. Your transaction has not been processed

    It seems that your Stripe account is currently disabled. Can you please contact Stripe here: https://stripe.com/contact?

    Please ask Stripe why your account is disabled.

    I trust that points you in the right direction, but if you have more questions, let us know.

    Thread Starter Fede84

    (@fede84)

    Hi, yes, i’ve contacted Stripe but what i don’t understand is why i’ve receved the woocommerce order completed email if payment is not completed.
    Thanks

    Plugin Support Sol J. a11n

    (@solstudioim)

    Hi @fede84

    i’ve contacted Stripe but what i don’t understand is why i’ve receved the woocommerce order completed email if payment is not completed.

    Thanks for your confirmation.

    First of all, may I know what Stripe support said when you contacted them for the reason that your account was disabled?

    Secondly, can you please take a screenshot of the example order that you said payment wasn’t completed but you got the WooCommerce order completed email?

    I am looking for an order screenshot like below:


    Link to image: https://d.pr/i/kVBl8i

    We recommend https://snipboard.io for sharing screenshots – please follow the instructions on the page, then paste the URL in your reply.

    Thread Starter Fede84

    (@fede84)

    Hi @solstudioim
    thanks for the replay. Stripe suspended the account beacuse is a only phramacy, but they sell only perfumes, so we are waiting a reply from them.
    Here the screenshot of the order that have suspended status but have generated the order completed email.

    https://snipboard.io/BlDTz7.jpg

    Thanks

    Plugin Support Sol J. a11n

    (@solstudioim)

    Hi @fede84

    Stripe suspended the account beacuse is a only phramacy, but they sell only perfumes, so we are waiting a reply from them.

    Thanks for that noted. In that case, you can wait them for the final resolution.

    Here the screenshot of the order that have suspended status but have generated the order completed email.

    I checked the screenshot, here’s what I understood:

    • – The order wasn’t completed but the charge was authorized. Which means you need to process the payment or cancel it. This happens when your Stripe setting was set to authorize a charge only not to immediately capture payment. In short, the payment wasn’t completed yet, and you need to action to process/capture the payment. We explain about it on our doc: https://woocommerce.com/document/stripe/#does-stripe-support-authorization-and-capture
    • – The order status itself is pending, which means no payment was actually received yet on your payment gateway (Stripe)

    I hope that helps!

    If you have any other questions, do not hesitate to let us know!

    Thread Starter Fede84

    (@fede84)

    Hi @solstudioim

    – The order wasn’t completed but the charge was authorized. Which means you need to process the payment or cancel it. This happens when your Stripe setting was set to authorize a charge only not to immediately capture payment. In short, the payment wasn’t completed yet, and you need to action to process/capture the payment. We explain about it on our doc: https://woocommerce.com/document/stripe/#does-stripe-support-authorization-and-capture

    The option in settings is not flagged, but for other payment before the suspension of the account there where no problem with order.

    Hello,

    I understand what you are saying, as mentioned you can wait for Stripe for a final resolution, they will be able to provide you with more information about the suspension and inform you what are the next steps to do (if applicable).

    Let us know if there is anything else we can clarify. Thanks.

Viewing 7 replies - 1 through 7 (of 7 total)
  • The topic ‘Order On Hold but Order Completed mail send’ is closed to new replies.