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Resolved Steve D.
(@sdowney2002)

6 months, 3 weeks ago
I’ve come across an interesting edge case that’s causing my customers some confusion.

Under specific conditions, in the credit card block on the checkout page, a single, unselected radio button labeled “Use a new payment method” will appear. If the customer does not select this button, but fills out the rest of the checkout page successfully, the order will fail.

Customers are not seeing the button, or not selecting it, and so legitimate orders are failing. That’s the problem!

This issue occurs when the following conditions exist:
- the cart must only contain items that are free, but are shippable and have a shipping charge
- the customer must not have completed any shipping information on the cart page
- the customer’s browser cache must be cold
With these three criteria met, the checkout page (correctly) does not show the credit card block, because at this point, with no billing/shipping address, no payment is required. See https://store.umcdiscipleship.org/wp-content/uploads/2024/05/checkout-page-with-no-billing-info.png

When the customer completes their billing information, the order total is recalculated with the shipping charge, the credit card block appears, and so does the “Use new payment method” radio button. See:
https://store.umcdiscipleship.org/wp-content/uploads/2024/05/radio-button-displayed.png

I’m running Woo 8.8.2 and Woocommerce Stripe Gateway 8.2.0. I’ve been able to replicate this issue with all plugin disabled (except yours and Woo) running on the default Storefront theme. In your plugin, “Enable payments via save card” and “Enable the legacy checkout experience” are disabled.

I’ve submitted this to Woocommerce on ticket #8143515, but have received no response.

Thanks!

Viewing 7 replies - 1 through 7 (of 7 total)

(@carolm29)

Hey there, @sdowney2002! Thanks for contacting us. I’m happy to help you.

Thank you for your detailed report.

I was not able to check the screenshots you shared because of the website firewall. Can you please upload them on a public platform such as https://snipboard.io so we can check them out?

Can you please update WooCommerce to 8.8.3?

Also, can you please go to WooCommerce > Settings > Payments > Stripe > Settings > Advanced Settings, enable debug mode and save the changes.

Then please run a test order to trigger the issue and generate error logs.

After that, please go to WooCommerce > Status > Logs and look for both Stripe and Fatal Errors. You could copy and paste your reply here or paste it via https://gist.github.com/ and send the link here.

the customer’s browser cache must be cold

To confirm, you mean the cache cannot have been cleared recently, correct?

Also, please share the System Status Report which you can find via WooCommerce > Status > Get system report > Copy for support.

Looking forward to your reply.

Have a wonderful day!

Thread Starter

Steve D.

(@sdowney2002)

6 months, 3 weeks ago

Hey @carolm29, thanks for the quick reply!

Sorry about the firewall block. Screenshot of the checkout page with no customer shipping address is entered is: https://snipboard.io/DtA7o4.jpg

Screenshot of the radio button that appears after customer shipping address is entered is: https://snipboard.io/OBEJ3h.jpg

It may be 24hrs before I can update to 8.8.3 (we have a testing/development workflow I must go through). I’ll report back when that’s done, and upload the status report to github.

To clarify my comment about cold cache: yes, the cache must have been recently cleared. More precisely, the customer must not have previously placed an order with shipping information entered at checkout.

Be back with you shortly. Thanks for your help.

Steve D.

carolm29 (woo-hc)

(@carolm29)

6 months, 3 weeks ago

Hey, @sdowney2002!

Thank you for the screenshots and clarification about the cache.

You can take your time with the update and testing. We’ll be here when you are ready ??

Have a wonderful day!

Thread Starter

Steve D.

(@sdowney2002)

6 months, 2 weeks ago

@carolm29,

To help with troubleshooting, I’ve reproduced this issue on a development site, which is a mirror image of my production site.

All plugins except, Woo, Stripe and my shipping calculator plugin (Flexible Shipping by Octalize) are disabled. The default Storefront theme is enabled.

The new checkout environment is enabled in your plugin, and enable payments via saved card is disabled. The Stripe testing environment is enable.

You can replicate the issue by adding this product to the cart: https://umcdstore.wpengine.com/product/lay-servant-ministries-catalog-2024/. This is a variable product with a $0.00 cost, but with a shipping charge that is calcuated at checkout. Select the “hard copy” variation and go to checkout.

At checkout, the Stripe checkout block does not appear at first, since the order total is $0.00 and no shipping information has been entered. Because there is a shipping charge, the total will be recalculated when the customer enters their shipping/billing address.

When the customer enter their address, the order total is recalculated to add the shipping charge. The Stripe checkout block appears with a radio button labeled: “use a new payment method” – even though “saved payment methods” is not enabled.

If the customer does not select the radio button, the order fails. (See Stripe plugin log file when order fails below.) If the customer does select the radio button, the order is processed as normal. (See order success log, below.)

It’s my thinking that the “use a new payment method” radio button is displaying by accident. My customers are not selecting the radio button (they have no need to select it) and their orders are failing.

This issue does not happen as long as the cart total is NOT $0.00 when the customer arrives at the checkout page. The issue also does not occur in the old checkout experience.

Log files below. Thanks for your help.

Steve D.

As requested – Woo system log:

WordPress Environment

WordPress address (URL): https://umcdstore.wpengine.com
Site address (URL): https://umcdstore.wpengine.com
WC Version: 8.8.3
REST API Version: ? 8.8.3
Action Scheduler Version: ? 3.7.4
Log Directory Writable: ?
WP Version: 6.5.3
WP Multisite: –
WP Memory Limit: 512 MB
WP Debug Mode: –
WP Cron: –
Language: en_US
External object cache: ? Server Environment

Server Info: nginx
PHP Version: 8.2.18
PHP Post Max Size: 100 MB
PHP Time Limit: 43300
PHP Max Input Vars: 10000
cURL Version: 7.81.0
OpenSSL/3.0.2

SUHOSIN Installed: –
MySQL Version: 8.0.36-28
Max Upload Size: 50 MB
Default Timezone is UTC: ?
fsockopen/cURL: ?
SoapClient: ?
DOMDocument: ?
GZip: ?
Multibyte String: ?
Remote Post: ?
Remote Get: ? Database

WC Database Version: 8.8.3
WC Database Prefix: wp_
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Database Data Size: 620.00MB
Database Index Size: 527.55MB
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Connected to WooCommerce.com: ?
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Enabled: ?
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Retention period: 30 days
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Oldest: 2024-05-13 12:21:06 -0400
Newest: 2024-05-20 04:23:08 -0400 Status report information

Generated at: 2024-05-13 12:18:16 -04:00
`

Stripe plugin log file when customer attempts checkout without selecting “use a new payment method” radio button. Transaction fails:

2024-05-13T21:58:38+00:00 DEBUG

====Stripe Version: 8.2.0====

====Stripe Plugin API Version: 2019-09-09====

====Start Log====

customers request: Array

(

??? [email] => [email protected]

??? [description] => Name: Steve REDACTED, Guest

??? [name] => Steve REDACTED

??? [metadata] => Array

??????? (

??????? )

??? [preferred_locales] => Array

??????? (

??????????? [0] => en-US

??????? )

??? [address] => Array

??????? (

??????????? [line1] => REDACTED

??????????? [line2] =>

??????????? [postal_code] => REDACTED

??????????? [city] => REDACTED

??????????? [state] => REDACTED

??????????? [country] => US

??????? )

)

====End Log====

2024-05-13T21:58:39+00:00 DEBUG

====Stripe Version: 8.2.0====

====Stripe Plugin API Version: 2019-09-09====

====Start Log====

customers response with stripe-version: 2019-09-09

====End Log====

2024-05-13T21:58:39+00:00 DEBUG

====Stripe Version: 8.2.0====

====Stripe Plugin API Version: 2019-09-09====

====Start Log====

payment_methods/

====End Log====

2024-05-13T21:58:39+00:00 DEBUG

====Stripe Version: 8.2.0====

====Stripe Plugin API Version: 2019-09-09====

====Start Log====

Error: The information for creating and confirming the intent is missing the following data: payment_method.

====End Log====

Stripe plugin log file after customer selects ‘use a new payment method’. Transaction is successful:

Plugin Support

omarfpg a11n

(@omarfpg)

6 months, 2 weeks ago

Hi @sdowney2002,

Thank you for the additional details. I just tried this and I can confirm the behavior you describe (the radio button shows up, if I don’t check it, the order fails, as soon as I check it I’m able to place the order).

Could you please confirm this issue persists even after disabling the shipping plugin, though? This would allow us to place a bug report on our Github to our developers to look into this further.

Please let us know if the issue persists after disabling that one additional plugin.

Thanks!
-OP

Plugin Support

omarfpg a11n

(@omarfpg)

6 months, 1 week ago

Hi there @sdowney2002 ?? ,

We haven’t heard from you in a while; this is to check if you’ve been able to proceed with the troubleshooting steps provided before and if you still need help.

Thanks!
-OP

Thread Starter

Steve D.

(@sdowney2002)

6 months, 1 week ago

@omarfpg

Apologies for the delay in responding. I had originally opened this issue at woocommerce.com, but received no reply. They have just now replied, have been able to reproduce the issue, and have opened an issue on the github repo. https://github.com/woocommerce/woocommerce-gateway-stripe/issues/3142

So, I think it’s safe to close the issue here. Thanks for your help.

Steve

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