Payment failed error but card gets charged

Hey @tlmrod ,

Thanks for reaching out!

It seems like the last 2 orders on your site processed via Stripe have resulted in multiple payments due to the customer seeing an error of a failed payment on checkout, correct?

Have any other orders experienced this same issue after reaching out here, or has it only been those 2 orders you mentioned? Have any orders processed as expected with Stripe since?

As a first step, can you double-check that your Stripe webhook keys are still properly added to your Stripe settings in WooCommerce by heading to?WooCommerce → Settings → Payments → Stripe. Under the Settings → Account details section, check that all 3 features are?Enabled?and green as shown in the screenshot below:

If your webhooks option is not?Enabled?and green, please follow the steps?in this guide?to configure it properly.?
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If everything is set up correctly, can you share a screenshot of the order note section for the orders that experienced this issue so that we can take a closer look? If you don’t already have a screenshot service installed, Snipboard.io can be used for easily sharing screenshots.

Additionally, I’d like to have a better understanding of your sites current environment, please can you share a copy of your sites System Status Report which you can find via WooCommerce?→?Status.

Select?Get system report?and then?Download for Support. This will download a TXT file that has the contents of the SSR which you can then share with us here.

Cheers!

Hi Roxy,

Our website doesn’t receive a lot of orders as most customers still prefer to phone us (unfortunately). We have only had 2 orders online since November 6^th and they both reported errors which resulted in them placing the order again. This caused duplicate orders with payment actually being processed successfully for all of them.

I have checked the Stripe webhooks as instructed and all 3 are green and enabled.

I have the screenshots of the order notes and the system report but I can’t find how to attach them to this message.

Hi @tlmrod,

Our website doesn’t receive a lot of orders as most customers still prefer to phone us (unfortunately). We have only had 2 orders online since November 6^th?and they both reported errors which resulted in them placing the order again. This caused duplicate orders with payment actually being processed successfully for all of them.

Ah, gotcha! What happens if you create a test payment, are you able to replicate the issue? You can read more about using Test mode here:

• Stripe Test Mode

I have checked the Stripe webhooks as instructed and all 3 are green and enabled.

Great! Thanks for checking this, we can then rule out any key misconfigurations.

I have the screenshots of the order notes and the system report but I can’t find how to attach them to this message.

For the screenshots, you can upload them to Snipboard.io, and then once you have the link, you can add the image here, like so:

For the System Status Report, you can upload this by using?Pastebin, and then share the link with us here ??

Hope this helps!

Hi Roxy,

I have done 2 tests using test cards and got the error both times. It is “Error Processing Checkout”.

I have uploaded the original report and screenshots to my dropbox account. The links are below.

https://www.dropbox.com/scl/fi/aprlhfvbyamwuy68epbwm/SystemStatusReport_www.tlmsolutions.com.au_2023-11-09T23-51-28.txt?rlkey=chaorwc4wr2rp3bg905pz85lf&dl=1

https://www.dropbox.com/scl/fi/3dzbkda8eeyydcftrnfto/Screenshot-2023-11-10-095656.png?rlkey=ookvbepstmsva8cninbechrd2&dl=1

Just to confirm my previous post, I got the checkout error both times but the payment was actually successful both times.

Hi there @tlmrod ??

Thank you for reaching back, with further details on this. I’ll go ahead with looping back to this, for a moment:

Using the Woocommerce Stripe Gateway plugin. It has been working fine for about a year but has just had this problem the last 2 orders. A plugin update was run 2 weeks ago but other orders since then were OK.

After investigating the site’s System Status Report (SSR), I’d recommend updating the following, as a next step:

• WordPress – Download WordPress 6.4.1
• WooCommerce – Download WooCommerce 8.2.2
• WooCommerce database. WooCommerce Database Version: 8.2.1 – Kindly update the WooCommerce database to the same (8.2.2) version, using the dedicated button found in the screen at?‘WooCommerce > Status > Tools’.
• WooCommerce Stripe Payment Gateway – Download version 7.7.0

Let us know if the issue persists, or otherwise, after completing the updates mentioned above, and temporarily switching to the Storefront theme (linked here), please.

Thank you for all your help. I changed the theme and it now works.

Hi @tlmrod

That’s great to hear! Thanks for letting us know.

Should you have further inquiries, feel free to open a new one.

Meanwhile, If it isn’t too much to ask for – would you mind leaving us a review here?

It only takes a couple of minutes but helps us tremendously. It would mean so much to us and would go a really long way.

Thanks!