Payment Problems

  • Resolved platfrmeu

    (@platfrmeu)


    3 years, 11 months ago

    Hey There,
    In the last month there have been two identical payment problems with my Woocommerce website where the customer pays and the money is deducted from from their account, but the account never ends up in my account. I talked to Stripe, my payment provider, and they told me explicitly to get in touch with you. This is what they said exactly:

    As a quick recap, upon carefully looking at this and to give you a response, in order for the source object to become chargeable. Stripe could process the payment, the customer has to authorize the transferral of the funds during the redirect to the payment scheme. With this, the funds are deducted from the customer’s bank account. At this point the Source object becomes chargeable and must be used within six hours. If a source is not charged within that time, its status is automatically transitioned to canceled and your integration receives a source.canceled webhook. When a source is canceled, the customer’s authenticated payment is refunded automatically—no money is moved into your account. For this reason, make sure the order is canceled on your end and notify the customer once you receive the source.canceled webhook.
    Additionally, since your website and checkout page is handled by WordPress and Woocommerce. I would suggest that you get in touch to them directly and so you will be guided accordingly.

    I wish I could be of a bit more help here, but since WordPress and Woocommerce built their integration with Stripe, they’ll be best able to help you with this directly. You can get in touch with WordPress and Woocommerce through their support page.

    The payment id of the failed orders are: 14116 & 11841

    Thanks already, looking forward to hearing from you!
    Steef

    The page I need help with: [log in to see the link]

Viewing 4 replies - 1 through 4 (of 4 total)

  • Hi!

    Thanks for contacting us. Could you please share a copy of your site’s System Status? 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.

    That’ll help us understand better how your site is set up and we can go from there – thank you!

    Thread Starter platfrmeu

    (@platfrmeu)

    
### WordPress Environment ###

WordPress address (URL): https://www.platfrm.eu
Site address (URL): https://www.platfrm.eu
WC Version: 5.1.0
REST API Version: ? 5.1.0
WC Blocks Version: ? 4.4.3
Action Scheduler Version: ? 3.1.6
WC Admin Version: ? 2.0.2
Log Directory Writable: ?
WP Version: 5.7
WP Multisite: –
WP Memory Limit: 768 MB
WP Debug Mode: –
WP Cron: ?
Language: en_US
External object cache: ?

### Server Environment ###

Server Info: Apache
PHP Version: 7.3.27
PHP Post Max Size: 256 MB
PHP Time Limit: 120
PHP Max Input Vars: 3000
cURL Version: 7.66.0
OpenSSL/1.1.1g-fips

SUHOSIN Installed: –
MySQL Version: 5.7.32-35-log
Max Upload Size: 256 MB
Default Timezone is UTC: ?
fsockopen/cURL: ?
SoapClient: ?
DOMDocument: ?
GZip: ?
Multibyte String: ?
Remote Post: ?
Remote Get: ?

### Database ###

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WC Database Prefix: nbd_
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Database Data Size: 80.87MB
Database Index Size: 23.42MB
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### Post Type Counts ###

attachment: 4057
br_filters_group: 8
br_product_filter: 18
carousels: 6
cartflows_flow: 2
cartflows_step: 4
custom_css: 2
custom-css-js: 2
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revision: 37
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shop_order: 35
wcps: 1
wcps_layout: 1
yith_wcps_type: 1

### Security ###

Secure connection (HTTPS): ?
Hide errors from visitors: ?

### Active Plugins (30) ###

WPML Multilingual CMS: by OnTheGoSystems – 4.4.9
AceIDE: by AceIDE – 2.6.2
Cloudways WordPress Migrator: by Cloudways – 4.54
Child Theme Wizard: by Jay Versluis – 1.4
Simple Custom CSS and JS: by SilkyPress.com – 3.36
Dokan: by weDevs – 3.2.3
Dokan Pro: by weDevs – 3.2.1
Elementor Pro: by Elementor.com – 3.1.1
Elementor: by Elementor.com – 3.1.4
ElementsKit Lite: by Wpmet – 2.2.1
Essential Addons for Elementor: by WPDeveloper – 4.5.3
Facebook for WooCommerce: by Facebook – 2.3.2
Google Analytics for WordPress by MonsterInsights: by MonsterInsights – 7.16.2
Loco Translate: by Tim Whitlock – 2.5.2
Mailchimp for WooCommerce: by Mailchimp – 2.5.0
MC4WP: Mailchimp for WordPress: by ibericode – 4.8.3
Rank Math SEO: by Rank Math – 1.0.59.1
SG Optimizer: by SiteGround – 5.7.17
String Locator: by Clorith – 2.4.2
Toolset Types: by OnTheGoSystems – 3.4.7
Advanced AJAX Product Filters for WooCommerce: by BeRocket – 1.5.2.10
WooCommerce Stripe Gateway: by WooCommerce – 4.9.0
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WooCommerce Product Image Flipper: by jameskoster – 0.4.2
WooCommerce: by Automattic – 5.1.0
WooCommerce Shopify Connector: by Webkul – 1.1.2
WPML Media: by OnTheGoSystems – 2.6.3
WPML String Translation: by OnTheGoSystems – 3.1.7
WPML Translation Management: by OnTheGoSystems – 2.10.5
YITH WooCommerce Wishlist: by YITH – 3.0.20

### Inactive Plugins (3) ###

Code Snippets: by Code Snippets Pro – 2.14.1
Customizer Export/Import: by The Beaver Builder Team – 0.9.2
TM WooCommerce Product API Link: by Manish – 1.1.0

### Dropin Plugins (1) ###

object-cache.php: Memcached

### 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: –

### WC Pages ###

Shop base: #250 - /home/shop/
Cart: #251 - /cart/
Checkout: #252 - /checkout/
My account: #253 - /my-account/
Terms and conditions: #646 - /terms-and-conditions-page/

### Theme ###

Name: Astra child
Version: 1.0
Author URL: 
Child Theme: ?
Parent Theme Name: Astra
Parent Theme Version: 3.1.0 – 3.1.2 is available
Parent Theme Author URL: https://wpastra.com/about/
WooCommerce Support: ?

### Templates ###

Overrides: –

### Action Scheduler ###

Complete: 4,453
Oldest: 2021-02-15 11:19:32 +0000
Newest: 2021-03-16 12:42:57 +0000

Failed: 2
Oldest: –
Newest: –

Pending: 4
Oldest: 2021-03-16 12:52:06 +0000
Newest: 2021-03-19 07:14:43 +0000

### Status report information ###

Generated at: 2021-03-16 13:46:39 +01:00
    Thread Starter platfrmeu

    (@platfrmeu)

    Hey is there an update on this?

    Thanks for your response and for your patience here!

    Can I ask whether logs were enabled in Stripe for this period? You’ll find this under WP Admin → WooCommerce → Status → Logs – use the drop down to look for the log corresponding to the day of the orders.

    Please can you send us the logs, and screenshots of the affected orders including the order notes down the right hand side, to us directly via WooCommerce.com > My Account > Support. You may need to create an account before you can access that page.

    Please include a link to this forum thread, so that we can keep track of what’s already been done.

    We will be able to help you further there.

    I’m going to close this thread here, and we’ll continue to assist you via ticket so that we can take a look at the customer-specific order information confidentially. Thanks and looking forward to hearing back from you!

Viewing 4 replies - 1 through 4 (of 4 total)
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