Postal Code Failing Transactions

  • Hello,

    My website sells digital items, so I try to minimise the details I ask my customers to provide. In this context, my website doesn’t ask customers to to provide their postal code on the checkout page.

    However, I’ve got several customers telling me that their orders are failing because their postal code is invalid. The ones that wrote me are from Canada and Ireland.

    The Postal Code field appears in the card details section, right under Expiration Date and Security Code (please see attached). And when they introduce it, it appears as invalid, therefore they can’t go through with their payments.

    Is this a feature of the plugin, to ask for the customers Postal Code? Does it appear for all customers or only for some from certain countries?

    Appreciate your help with this.

Viewing 5 replies - 1 through 5 (of 5 total)
  • Plugin Support Zubair Zahid (woo-hc)

    (@doublezed2)

    Hello Vlad.C,

    Thank you for contacting WooCommerce support.

    I understand your customers are seeing an “invalid postal code” error during checkout, even though your store doesn’t require postal codes.

    The payment gateway may still request this as part of its security measures.
    I’d like to inspect the checkout process. Please share your site’s System Status Report by pasting it into https://pastebin.com and sharing the link here.

    If the site URL is not present in the report, you can share it separately.

    Looking forward to your response. ??

    Thread Starter Vlad.C

    (@vladc-1)

    Thanks for your prompt response, Zubair.

    I would prefer not to publicly disclose my website URL. How could I privately send all of this to you?


    P.S.: I’ve also contacted Stripe’s development team and they said that I should check with you guys, since it seems to be coming from the plugin. Also, they mentioned that they if?involvement from them is necessary, they kindly request to ask Woocommerce to reach out to them directly on my behalf.

    Plugin Support Zubair Zahid (woo-hc)

    (@doublezed2)

    Hello Vlad.C,

    Thank you for your reply.

    I understand your concern about sharing website details at this public forum.
    At the moment, we do not have any other means to share information.

    You may create a ticket via your WooCommerce.com account.
    That communication is not publicly accessible.

    Please don’t hesitate to contact us again if you have more questions or concerns.
    We are here to help ??

    Best regards.

    Thread Starter Vlad.C

    (@vladc-1)

    Please see the Postal Code request here: https://prnt.sc/oLsblTKdgQZ3 (for some reason it didn’t appear in my previous message)

    As explained above, the Postal Code field appears in the card details section, right under Expiration Date and Security Code.

    Can you please answer my following question:

    1. WHEN is your plugin designed to ask for this postal code? Does it ask for it ONLY if the payment processor requested the additional layer of security? (I know that in certain cases, as an additional layer of security, the postal code is needed)

    I’m not sure how neither you or Stripe can clearly answer this question. Answering this question is crucial in finding a solution to this.

    Because if your plugin is designed to ONLY ask for the postal code when Stripe asks for it – then I need to find out WHEN Stripe asks for it. But if your plugin is designed to ask for it without any calls from Stripe, then I need to address this issue with WooCommerce.

    Plugin Support Mahfuzur Rahman(woo-hc)

    (@mahfuzurwp)

    Hi @vladc-1,

    WooCommerce Stripe Payment Gateway plugin does not require a postal code by default. In fact, the plugin is configured to disable the postal code field. However, Stripe may still request it based on factors such as the customer’s location, bank requirements, or risk assessment rules.

    I recommend checking your Stripe account settings to see if there are any configurations enforcing postal code validation. You can also reach out to Stripe support to confirm when and why postal codes are required for certain transactions.

    Let us know what you find out!

Viewing 5 replies - 1 through 5 (of 5 total)
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