Some orders not getting updated after successful payment

  • Resolved Julien Vandermeersch

    (@jvkonfi)


    2 months ago

    Hello,

    I started this thread in the core WC forums and was asked to move this discussion here.

    We are facing an issue where some order statuses do not get updated to “Processing” when payment is successful, using the Stripe payment gateway. It happens rarely, with approximately 10 to 15 orders in 2 years, but it leads to unpleasant moments with customers.

    Logs are enabled and show that, in these cases, payment intent is sent to Stripe on order fulfilled, and Stripe apparently sents back the payment confirmation but WC does not update the order status.

    Here are the logs of a customer placing 2 orders one after the other. The first one’s statuts did not get updated, the second one did:

    First order:

    Logs:

    2024-09-15T15:17:32+00:00 Débogage 
    ====Stripe Version: 8.2.0====
    ====Stripe Plugin API Version: 2019-09-09====
    ====Start Log====
    customers request: Array
    (
        [email] => XXXXXXXXXXXXXXXX
        [description] => Nom : XXXXX, Invité
        [name] => XXXXXXXXXXXXXXX
        [metadata] => Array
            (
            )

        [preferred_locales] => Array
            (
                [0] => fr-FR
            )

        [address] => Array
            (
                [line1] => XXXXXXXXXXXXXXXXXX 
                [line2] => XXXXXXXXXXXXXXXXX
                [postal_code] => XXXXXXXX
                [city] => XXXXXXXXX
                [state] => 
                [country] => FR
            )

    )

    ====End Log====

    2024-09-15T15:17:32+00:00 Débogage 
    ====Stripe Version: 8.2.0====
    ====Stripe Plugin API Version: 2019-09-09====
    ====Start Log====
    customers response with stripe-version: 2019-09-09
    ====End Log====

    2024-09-15T15:17:32+00:00 Débogage 
    ====Stripe Version: 8.2.0====
    ====Stripe Plugin API Version: 2019-09-09====
    ====Start Log====
    payment_methods/pm_1PzKCcJkzxWNQpT2e286x0bH
    ====End Log====

    2024-09-15T15:17:33+00:00 Débogage 
    ====Stripe Version: 8.2.0====
    ====Stripe Plugin API Version: 2019-09-09====
    ====Start Log====
    payment_intents request: Array
    (
        [capture_method] => automatic
        [payment_method] => pm_1PzKCcJkzxWNQpT2e286x0bH
        [shipping] => Array
            (
                [name] => XXXXXXXXXXXXXXXXXXX
                [address] => Array
                    (
                        [line1] => XXXXXXXXXXXXXXXXX
                        [line2] => XXXXXXXXXXXXXXXXX
                        [city] => XXXXXXXXXXXXXXXXX
                        [country] => FR
                        [postal_code] => XXXXXXXXXXXXXXXXX
                        [state] => 
                    )

            )

        [mandate_data] => Array
            (
                [customer_acceptance] => Array
                    (
                        [type] => online
                        [online] => Array
                            (
                                [ip_address] => 2a01:e0a:ddb:c0f0:bad6:a0b7:b204:43b5
                                [user_agent] => WooCommerce Stripe Gateway8.2.0; https://ratatamkids.com
                            )

                    )

            )

        [amount] => 7500
        [confirm] => true
        [currency] => eur
        [customer] => cus_Qr2HPhjdBBqlF7
        [description] => Ratatam Site Officiel - Commande 35289
        [metadata] => Array
            (
                [customer_name] => XXXXXXXXXXXXXXXXX
                [customer_email] => XXXXXXXXXXXXXXXXX
                [site_url] => https://ratatamkids.com
                [order_id] => 35289
                [order_key] => wc_order_FhdczDoqAWBfO
                [payment_type] => single
            )

        [payment_method_types] => Array
            (
                [0] => card
                [1] => link
            )

    )

    Notes:

    Second order:

    Logs:

    2024-09-15T15:28:16+00:00 Débogage 
    ====Stripe Version: 8.2.0====
    ====Stripe Plugin API Version: 2019-09-09====
    ====Start Log====
    customers request: Array
    (
        [email] => XXXXXXXXXXXXXXXXX
        [description] => Nom : XXXXXXXXXXXXXXXXX, Invité
        [name] => XXXXXXXXXXXXXXXXX
        [metadata] => Array
            (
            )

        [preferred_locales] => Array
            (
                [0] => fr-FR
            )

        [address] => Array
            (
                [line1] => XXXXXXXXXXXXXXXXX
                [line2] => XXXXXXXXXXXXXXXXX
                [postal_code] => XXXXXXXXXXXXXXXXX
                [city] => XXXXXXXXXXXXXXXXX
                [state] => 
                [country] => FR
            )

    )

    ====End Log====

    2024-09-15T15:28:16+00:00 Débogage 
    ====Stripe Version: 8.2.0====
    ====Stripe Plugin API Version: 2019-09-09====
    ====Start Log====
    customers response with stripe-version: 2019-09-09
    ====End Log====

    2024-09-15T15:28:16+00:00 Débogage 
    ====Stripe Version: 8.2.0====
    ====Stripe Plugin API Version: 2019-09-09====
    ====Start Log====
    payment_methods/pm_1PzKN0JkzxWNQpT2ch0enbNi
    ====End Log====

    2024-09-15T15:28:16+00:00 Débogage 
    ====Stripe Version: 8.2.0====
    ====Stripe Plugin API Version: 2019-09-09====
    ====Start Log====
    payment_intents request: Array
    (
        [capture_method] => automatic
        [payment_method] => pm_1PzKN0JkzxWNQpT2ch0enbNi
        [shipping] => Array
            (
                [name] => Erika Mollet
                [address] => Array
                    (
                        [line1] => XXXXXXXXXXXXXXXXX
                        [line2] => XXXXXXXXXXXXXXXXX
                        [city] => XXXXXXXXXXXXXXXXX
                        [country] => FR
                        [postal_code] => XXXXXXXXXXXXXXXXX
                        [state] => 
                    )

            )

        [mandate_data] => Array
            (
                [customer_acceptance] => Array
                    (
                        [type] => online
                        [online] => Array
                            (
                                [ip_address] => 2a01:e0a:ddb:c0f0:bad6:a0b7:b204:43b5
                                [user_agent] => WooCommerce Stripe Gateway8.2.0; https://ratatamkids.com
                            )

                    )

            )

        [amount] => 8900
        [confirm] => true
        [currency] => eur
        [customer] => cus_Qr2RqFro1JNdzD
        [description] => Ratatam Site Officiel - Commande 35290
        [metadata] => Array
            (
                [customer_name] => XXXXXXXXXXXXXXXXX
                [customer_email] => XXXXXXXXXXXXXXXXX
                [site_url] => https://ratatamkids.com
                [order_id] => 35290
                [order_key] => wc_order_mOZJVAQvSAccD
                [payment_type] => single
            )

        [payment_method_types] => Array
            (
                [0] => card
                [1] => link
            )

    )

    ====End Log====

    2024-09-15T15:28:17+00:00 Débogage 
    ====Stripe Version: 8.2.0====
    ====Stripe Plugin API Version: 2019-09-09====
    ====Start Log====
    payment_intents response with stripe-version: 2019-09-09
    ====End Log====

    2024-09-15T15:29:54+00:00 Débogage 
    ====Stripe Version: 8.2.0====
    ====Stripe Plugin API Version: 2019-09-09====
    ====Start Log====
    payment_intents/pi_3PzKN2JkzxWNQpT20wCp14l2?expand[]=payment_method
    ====End Log====

    2024-09-15T15:29:55+00:00 Débogage 
    ====Stripe Version: 8.2.0====
    ====Stripe Plugin API Version: 2019-09-09====
    ====Start Log====
    Processing response: stdClass Object
    (
        [id] => ch_3PzKN2JkzxWNQpT20WM3bAZS
        [object] => charge
        [amount] => 8900
        [amount_captured] => 8900
        [amount_refunded] => 0
        [application] => 
        [application_fee] => 
        [application_fee_amount] => 
        [balance_transaction] => txn_3PzKN2JkzxWNQpT20nG75XHG
        [billing_details] => stdClass Object
            (
                [address] => stdClass Object
                    (
                        [city] => XXXXXXXXXXXXXXXXX
                        [country] => FR
                        [line1] => XXXXXXXXXXXXXXXXX
                        [line2] => XXXXXXXXXXXXXXXXX
                        [postal_code] => XXXXXXXXXXXXXXXXX
                        [state] => 
                    )

                [email] => XXXXXXXXXXXXXXXXX
                [name] => XXXXXXXXXXXXXXXXX
                [phone] => XXXXXXXXXXXXXXXXX
            )

        [calculated_statement_descriptor] => RATATAM
        [captured] => 1
        [created] => 1726414131
        [currency] => eur
        [customer] => cus_Qr2RqFro1JNdzD
        [description] => Ratatam Site Officiel - Commande 35290
        [destination] => 
        [dispute] => 
        [disputed] => 
        [failure_balance_transaction] => 
        [failure_code] => 
        [failure_message] => 
        [fraud_details] => stdClass Object
            (
            )

        [invoice] => 
        [livemode] => 1
        [metadata] => stdClass Object
            (
                [customer_email] => XXXXXXXXXXXXXXXXX
                [customer_name] => XXXXXXXXXXXXXXXXX
                [order_id] => 35290
                [order_key] => wc_order_mOZJVAQvSAccD
                [payment_type] => single
                [site_url] => https://ratatamkids.com
            )

        [on_behalf_of] => 
        [order] => 
        [outcome] => stdClass Object
            (
                [network_status] => approved_by_network
                [reason] => 
                [risk_level] => normal
                [seller_message] => Payment complete.
                [type] => authorized
            )

        [paid] => 1
        [payment_intent] => pi_3PzKN2JkzxWNQpT20wCp14l2
        [payment_method] => pm_1PzKN0JkzxWNQpT2ch0enbNi
        [payment_method_details] => stdClass Object
            (
                [card] => stdClass Object
                    (
                        [amount_authorized] => 8900
                        [authorization_code] => 352288
                        [brand] => visa
                        [checks] => stdClass Object
                            (
                                [address_line1_check] => unavailable
                                [address_postal_code_check] => unavailable
                                [cvc_check] => pass
                            )

                        [country] => FR
                        [exp_month] => 2
                        [exp_year] => 2025
                        [extended_authorization] => stdClass Object
                            (
                                [status] => disabled
                            )

                        [fingerprint] => A1nVF1jBAy2U5e9B
                        [funding] => debit
                        [incremental_authorization] => stdClass Object
                            (
                                [status] => unavailable
                            )

                        [installments] => 
                        [last4] => 4571
                        [mandate] => 
                        [multicapture] => stdClass Object
                            (
                                [status] => unavailable
                            )

                        [network] => cartes_bancaires
                        [network_token] => stdClass Object
                            (
                                [used] => 
                            )

                        [overcapture] => stdClass Object
                            (
                                [maximum_amount_capturable] => 8900
                                [status] => unavailable
                            )

                        [three_d_secure] => stdClass Object
                            (
                                [authenticated] => 1
                                [authentication_flow] => challenge
                                [electronic_commerce_indicator] => 05
                                [exemption_indicator] => 
                                [result] => authenticated
                                [result_reason] => 
                                [succeeded] => 1
                                [transaction_id] => c23e9a1a-f35b-4e78-9871-3135f8667d2a
                                [version] => 2.2.0
                            )

                        [wallet] => 
                    )

                [type] => card
            )

        [receipt_email] => 
        [receipt_number] => 
        [receipt_url] => https://pay.stripe.com/receipts/payment/CAcQARoXChVhY2N0XzFGaWlLMEprenhXTlFwVDIo8_qbtwYyBnnRxASs1zosFlLlkyFaz7oHGHi9CYZg8-MJVoLq4TlOU5Gj8tH3W8hRpwMJLtiTdLnML94
        [refunded] => 
        [refunds] => stdClass Object
            (
                [object] => list
                [data] => Array
                    (
                    )

                [has_more] => 
                [total_count] => 0
                [url] => /v1/charges/ch_3PzKN2JkzxWNQpT20WM3bAZS/refunds
            )

        [review] => 
        [shipping] => stdClass Object
            (
                [address] => stdClass Object
                    (
                        [city] => XXXXXXXXXXXXXXXXX
                        [country] => FR
                        [line1] => XXXXXXXXXXXXXXXXX
                        [line2] => XXXXXXXXXXXXXXXXX
                        [postal_code] => XXXXXXXXXXXXXXXXX
                        [state] => 
                    )

                [carrier] => 
                [name] => XXXXXXXXXXXXXXXXX
                [phone] => 
                [tracking_number] => 
            )

        [source] => 
        [source_transfer] => 
        [statement_descriptor] => 
        [statement_descriptor_suffix] => 
        [status] => succeeded
        [transfer_data] => 
        [transfer_group] => 
    )

    ====End Log====

    2024-09-15T15:29:55+00:00 Débogage 
    ====Stripe Version: 8.2.0====
    ====Stripe Plugin API Version: 2019-09-09====
    ====Start Log====
    balance/history/txn_3PzKN2JkzxWNQpT20nG75XHG
    ====End Log====

    Notes:

    What could possibly be wrong? Issues with the server at the time of the confirmation? What would you recommend?

    Let me know if you need more information.

    Thanks for the help,
    Julien

Viewing 3 replies - 1 through 3 (of 3 total)
  • Plugin Support Shameem R. a11n

    (@shameemreza)

    Hi @jvkonfi

    From your explanation, it seems that the issue occurs rarely and may be tied to a communication delay or disruption between your WooCommerce store, the Stripe Gateway, and Stripe’s servers. While the logs indicate that payment confirmation is received from Stripe, it seems like WooCommerce is not updating the order status accordingly in these isolated cases.

    Here are a few things you could look into:

    1. Check your server response times around the timestamps of the failed updates. High server load or network disruptions could potentially cause delays or disruptions in communication.
    2. Ensure that the Stripe webhook in your WooCommerce setup is configured correctly. Webhooks are crucial for updating order statuses. If there’s an issue with the webhook URL or its configuration, it could cause the order status not to update. If needed, you can reconfigure it following this guide: https://woocommerce.com/document/stripe/setup-and-configuration/stripe-webhooks/
    3. Try to rule out any potential plugin conflicts. Deactivate all plugins except WooCommerce and Stripe Gateway, then test again. If the issue resolves, reactivate your plugins one by one, testing after each until you identify a potential conflict.
    4. You’re currently using version 8.2.0 of the Stripe Plugin. It’s always good to make sure you’re using the latest version, which is 8.7.0, as updates often contain fixes for known issues.

    If none of these suggestions resolve the issue, I recommend reaching out to Stripe support. They may be able to provide additional insight.

    Please let me know if you need any further assistance. I’m here to help!

    Thread Starter Julien Vandermeersch

    (@jvkonfi)

    Hi @shameemreza

    Thanks for the information.

    1. There does not seem to have been an issue with the server at the time of the order.
    2. We have reconfigured webhooks automatically today, here’s to hoping it fixes something.
    3. Theme or plugin conflicts are hard to debug since the issues only happen rarely, and we need the features provided by the plugins and themes for the shop to function properly…
    4. We have updated the Stripe gateway plugin version.

    When you say “reach out to Stripe support”, you mean directly with the official website’s support?

    Thanks again,
    Julien

    Plugin Support Shameem R. a11n

    (@shameemreza)

    Hi @jvkonfi

    We have reconfigured webhooks automatically today, here’s to hoping it fixes something.

    That’s great to hear! Please monitor and feel free to get back to us if you encounter any issues.

    When you say “reach out to Stripe support”, you mean directly with the official website’s support?

    Yes, I mean to reach out to Stripe’s support directly. They may be able to provide more insight into what’s happening at the time of these failed updates.

    Let us know how that goes. Looking forward to helping you.

Viewing 3 replies - 1 through 3 (of 3 total)
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