Charge ID from Stripe but order is cancelled

Hello dzzstudio,

Thank you for contacting WooCommerce support.

To clarify, are you seeing the order notes showing that the status changed from “Pending payment” to “Processing,” but the actual order status remains stuck on “Pending payment”?

Could you share the screenshots of the Order Notes where this issue has occurred? This will allow me to diagnose the problem in a better way.

Looking forward to your response. ??

Thank you for the reply @doublezed2 . Here is a screenshot https://snipboard.io/D5aZLE.jpg

At the point the Order Notes update to “Order status changed from Pending payment to Processing.” the Order status is actually “Pending Payment”.

As I mentioned originally, because we hold the stock for 60 minutes, approx 60 minutes later the order status changes to “Cancelled”.

Something seems to be preventing the Order status from updating correctly.

Please let me know if you need anything else. Many thanks

Hello dzzstudio,

Thank you for your reply.

It seems like we have a bit of a puzzling situation on our hands. The order notes show that the order status was updated from Pending payment to Processing, but it looks like it’s still showing as Payment Pending.

Could you take a moment to check WooCommerce > System Status > Logs for any error logs?
These logs might help us in pinpointing the issue.

To assist you even better, would you mind sending me a copy of your site’s System Status Report?
You can find it by going to WooCommerce > Status, selecting Get system report, and then clicking Copy for support.

Once you have that, you can paste the text into https://gist.github.com. After that, just share the Gist link here in your reply.

Looking forward to your response. ??

Hey @doublezed2 . Thank you again for the reply.

Yeah, we are a little at a loss here on this one. Not experienced this before.

We checked the Logs and could find no error logs of note. I’d be happy to share login details with you in private so you can take a look. Please let me know the best way to do this.

Here is the link for the System Status Report: https://gist.github.com/dazze-studio-jd/438410ac60d097f10e1500e281450ce4

Let me know if you need anything else. Thank you

Hey @dzzstudio ,

Thanks for sharing that – the SSR looks good!

Even though you mentioned the webhook is connected and configured, it might be helpful to verify that the webhook endpoint is functioning properly. Specifically, can you check that the following webhook events are enabled for Stripe to communicate order updates:

payment_intent.succeeded
charge.succeeded

You can view this in Stripe’s dashboard under the Developers > Webhooks section. Look for any failed or missing webhook events that correspond to the problematic orders.

If nothing stands out there, can you go to WooCommerce > Settings > Payments > Stripe, and enable “Debug Mode.”:

Once enabled, can you please create a test order to trigger the same issue, and then go to WooCommerce > Status > Logs and share any Stripe-related error logs with us here?

Cheers!

Hey @beautyofcode ,

We’ve checked the webhook endpoints. See screenshot here: https://snipboard.io/gE4W1Z.jpg . All looks good.

Reviewing the logs from the Stripe dashboard also show nothing.

We’ve had the WooCommerce > Settings > Payments > Stripe > Debug Mode enabled for a couple of months now. Nothing is showing up there either.

Each time we place a test order, using LIVE stripe details, the order goes through as expected.

The above is not very helpful I know.

It’s definitely a random issue. One we have not experienced before on other websites. Thankfully, we have not had any other order behave in the above scenario since 26th September.

If you have any other ideas, please let me know. Otherwise, we might just have to accept that this was a freak issue.

Cheers!

Hey @dzzstudio ,

Thanks for the additional info! It’s definitely possible that this was an intermittent issue that has since been resolved, and I’m really glad to hear that it hasn’t happened again since 26 September.

If this happens to pop up again (holding thumbs it won’t!), please can you reach out to us directly via?Woo.com → My Account → Support?so that we can dig into this a bit more and see what’s going on.

Cheer!

Great, will do @beautyofcode . Have a good one. Cheers!

Seems we have had this problem again. 6 orders from the 10th October to 16th October, all doing the same thing and with the same Order Notes.

To summarise, the payment is successfully taken by Stripe, all webhook/api responses come back with the 200 status codes with a “Stripe charge complete (Charge ID: ch_3QASbuHk8vXXXXXXXXXXXXXX)” order note. The order notes also state “Order status changed from Pending payment to Processing.” yet, the order status remains on “Pending Payment” until we manually change the status.

The order confirmation email is also triggered correctly at the point the order notes are added automatically, by WooCommerce/Stripe webhook/api. This is the case for all 11 orders that have done this.

I’m seeing a handful of similar posts on this topic. Does anyone have any ideas?

Many thanks, J

Hello @dzzstudio,

I’m sorry to hear that you’re experiencing this issue again. Could you please confirm if you created a ticket as suggested here? Could you please share the ticket number so I can confirm whether we received your request?

If this happens to pop up again (holding thumbs it won’t!), please can you reach out to us directly via?Woo.com → My Account → Support?so that we can dig into this a bit more and see what’s going on.

We need to take a closer look at this. So if you haven’t created a ticket yet, please do so and your concern would be best handled by our Happiness Engineers there. Please include a link to this forum thread for reference.

Thanks!

Hey @rajeshml . Thanks for the reply.

I’ve just created a ticket. Ticket #8903799. If you can have this looked at that would be appreciated.

Thank you very much

Hello @dzzstudio,

I confirm we have received your request and your query has been responded by a Happiness Engineer as well.

I hope the issue is resolved soon.

Cheers!