Skipped Order

  • We seem to be having an issue with occasional orders going successfully through Stripe but not being registered by the plugin/website.

    In the Stripe dashboard, we see that a payment has come through. We did not, however, get a notification email for this order (sent via website) and it was not cataloged under the “Orders” area of the Plugin.

    Has anyone else encountered this? Any ideas at a solution?

    Thanks in advance for the help!

Viewing 4 replies - 1 through 4 (of 4 total)
  • Plugin Contributor Alexander C.

    (@alexanderfoxc)

    Hi.

    Orders not appearing on Orders page means there is some error occurs during payment processing that prevents plugin from processing payment normally. You need to look at your server’s PHP error log for clues.

    Also enabling debug log in plugin settings should help. Go to Stripe Payments -> Settings and enable debug logging.

    Thread Starter yulichka

    (@yulichka)

    Thank you for this tip, @alexanderfoxc.

    It looks like error logs get cleared out daily, because I just checked both and the results are:

    • A blank php-error.log
    • “[12/09/2019 2:06:31 PM] – Stripe Payments debug log file” in the Stripe Payments Debug Logging, which was on at the time of the missed order.

    Is the best course of action to wait until this happens again and check the debug logs at that time? Is there a way to access past Stripe Payments Debug Logs?

    Plugin Contributor Alexander C.

    (@alexanderfoxc)

    Is the best course of action to wait until this happens again and check the debug logs at that time?

    Correct. Also it should be possible to configure your server (via some control panel) to not clear error logs daily. It may also be empty because it’s not enabled at all. If you can check this, that would be helpful as well.

    Is there a way to access past Stripe Payments Debug Logs?

    Yes, but only after you have enabled debug logging in plugin settings. There is a link to view debug log right there.

    Thread Starter yulichka

    (@yulichka)

    @alexanderfoxc, just wanted to clarify that both PHP and plugin debug logging in plugin settings have been enabled the whole time, even during the time that the original issue happened.

    That being said, I think that we will need to close this issue until it happens again, when we can hopefully see what could be the cause.

    Thank you for your help and time thus far!!

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