Payment Issue

  • dhirajshah

    (@dhirajshah)


    6 years ago

    We are facing a issue related to payment. The issue doesn’t happen every time but it’s been occuring more than usual now. We’ve had an unusual amount of people lately saying they’ve paid… but nothing shows up.They’re not being charged and we’re not receiving payment either.

    Could you please enlighten us about, what could be causing this issue?

    We have also exlcluded the page where we are using the shortcode from the cache.

    A guest is redirected to stripe checkout page with a success message but neither their card is charged nor we receive that payment. This simply means that there’s no record of stipe orders or failure emails, so we don’t know how to even debug the issue. Any helpful information regarding the issue is highly appreciated.

    Thanks,
    Dhiraj

Viewing 8 replies - 1 through 8 (of 8 total)
  • Plugin Contributor Alexander C.

    (@alexanderfoxc)

    Hi Dhiraj.

    As it looks from your description, it might be client-side JavaScript conflict. Usually things like that are caused by some caching plugins, but it would still send failure email and put some info into logs. If no failure email is sent and no info in logs – it means the things are failing client-side, before server has a chance to process any info.

    Can you fill in your initial post with page URL where your payment buttons are? I want to look around and look for potential client-side issues.

    Thread Starter dhirajshah

    (@dhirajshah)

    Hello Alexander,

    Here’s the URL: https://seashineadventures.com/exclusive-booking-request/[email protected]

    Thanks for looking into it.

    Plugin Contributor Alexander C.

    (@alexanderfoxc)

    Thank you.

    I’d start by fixing JS errors on page. Disable Adblock or similar browser addon if you’re using those in your browser, press F12 to open browser console and refresh the page with button. You’ll see there is a couple of JS errors which shouldn’t be there. If you’re not a JS expert, just disable plugins one by one until its gone. This way you can figure out which plugin is causing those.

    Thread Starter dhirajshah

    (@dhirajshah)

    Have fixed those JS errors by removing some of the tracking codes. But those tracking codes were there since last 7 months. And we started facing the above error since past weeks only.

    What’s the next steps now? Should we keep disabling the tracking codes and wait for couple of days to see if the issue happens again or not?

    Again, thanks for the prompt response.

    Plugin Contributor Alexander C.

    (@alexanderfoxc)

    I wasn’t implying that you need to disable trackers ?? Just make sure no JS errors on page. Even though those are errors in some other parts of the code, those could mess things up randomly for other working parts as well.

    I assume you have enabled debug logging in plugin settings, correct? If you say customers are redirected to checkout results page, they should see some errors. Especially if you’re using default checkout results page. Actually, if they are redirected to checkout page, it means the request was processed by the server. So there must be some info in the logs.

    Thread Starter dhirajshah

    (@dhirajshah)

    Yes, we have enabled debug logging in plugin settings. Should I share the debug log sharable link here?

    In our case, the customer are redirected to default checkout page but they see the success message instead of error message even when their cards aren’t charged. That’s why they assume that they had already paid, however that’s not the case because we never received that payment.

    We would have never known about this issue if the customers haven’t complained about it. It used to happen rarely but now it’s more than usual. Sometimes, 2 out of 7 transactions.

    • This reply was modified 6 years ago by dhirajshah.
    Plugin Contributor Alexander C.

    (@alexanderfoxc)

    Yep, debug log could be useful. However, I don’t think you should share it publicly as it may contain personal data etc, which is against WP forum policy (and common sense, of course).

    Get in touch with via me plugin’s website and submit contact message with the information.

    Thread Starter dhirajshah

    (@dhirajshah)

    That’s why I didn’t share the debug link instantly. Just sent a message via the contact form on the plugin website. I have also shared one another issue there.

    Thanks for all the help.

Viewing 8 replies - 1 through 8 (of 8 total)
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