Unpaid order cancelled for orders that were processing

Hi @cambrem,

This is unusual and indicates something else is happening. Can you confirm the funds are still on your Stripe and no reverse has been initiated?

Can you please?enable WP Debug?and also debug in the Stripe settings (WooCommerce → Settings → Payments → Stripe → Settings → Debug Mode → Log error messages) and share the log found in?WooCommerce → Status → Logs?and inside the error log file generated on your server?

You can do this on a staging site without interacting on your live site:?https://woo.com/posts/what-is-staging-site-wordpress-how-to-set-one-up/.

In the meantime, you can run a conflict test to help you identify the cause of the issue. More info is available at?https://woo.com/document/how-to-test-for-conflicts/.

Looking forward to resolving this issue for you.

Hi @omarfpg,

Thanks for the reply. The funds are still in my Stripe and the payment is marked as successful. I’ve enabled debug mode in wp-config.php and stripe. Here is the log of interest from the Woocommerce logs:

2024-03-06T02:43:37+00:00 NOTICE handleOrderUpdate :: order_status 2024-03-06T02:43:37+00:00 NOTICE action_scheduler.queue_job :: MailChimp_WooCommerce_Single_Order starts in 90 seconds :: obj_id 4019 2024-03-06T02:43:38+00:00 NOTICE handleOrderUpdate :: order_status 2024-03-06T02:43:39+00:00 NOTICE handleOrderUpdate :: order_status 2024-03-06T02:43:40+00:00 NOTICE handleOrderUpdate :: order_status 2024-03-06T02:43:40+00:00 NOTICE handleOrderUpdate :: order_status 2024-03-06T02:43:43+00:00 NOTICE handleOrderUpdate :: order_status 2024-03-06T02:43:44+00:00 NOTICE handleOrderUpdate :: order_status 2024-03-06T02:43:47+00:00 NOTICE debug :: Order ID 4019 was pending and is now processing :: Array ( [new_order] => 1 [tracking] => Array ( [landing_site] => https://camsurbanfarm.com/ ) ) 2024-03-06T02:43:47+00:00 NOTICE handleOrderUpdate :: order_status 2024-03-06T02:46:04+00:00 NOTICE order_submit :: #4019 has a financial status of pending and was skipped. 2024-03-06T04:22:02+00:00 NOTICE handleOrderUpdate :: order_status 2024-03-06T04:22:02+00:00 NOTICE action_scheduler.queue_job :: MailChimp_WooCommerce_Single_Order starts in 90 seconds :: obj_id 4019 2024-03-06T04:22:03+00:00 NOTICE debug :: Order ID 4019 was pending and is now cancelled :: Array ( [new_order] => [tracking] => ) 2024-03-06T04:30:10+00:00 NOTICE order_submit :: #4019 has a financial status of cancelled and was skipped. 2024-03-06T23:29:36+00:00 NOTICE handleOrderUpdate :: order_status 2024-03-06T23:29:37+00:00 NOTICE action_scheduler.queue_job :: MailChimp_WooCommerce_Single_Order starts in 90 seconds :: obj_id 4019 2024-03-06T23:29:37+00:00 NOTICE handleOrderUpdate :: order_status 2024-03-06T23:29:37+00:00 NOTICE handleOrderUpdate :: order_status 2024-03-06T23:29:38+00:00 NOTICE debug :: Order ID 4019 was cancelled and is now processing :: Array ( [new_order] => [tracking] => ) 2024-03-06T23:32:14+00:00 NOTICE order.member.updated :: Updated [email protected] subscriber status to subscribed and language to 2024-03-06T23:32:14+00:00 NOTICE order_submit.success :: addStoreOrder :: #4019 :: email: [email protected] :: landing site https://camsurbanfarm.com/

And here’s the error log file generated on my server:

[14-Feb-2024 20:58:50 UTC] PHP Deprecated: preg_replace(): Passing null to parameter #3 ($subject) of type array|string is deprecated in /home/camsurba/public_html/wp-includes/kses.php on line 1744
[14-Feb-2024 20:58:50 UTC] PHP Fatal error: Uncaught Error: Call to undefined method Automattic\WooCommerce\Admin\Overrides\OrderRefund::get_payment_method() in /home/camsurba/public_html/wp-content/plugins/woocommerce-gateway-stripe/includes/class-wc-gateway-stripe.php:829
Stack trace: 0 /home/camsurba/public_html/wp-content/plugins/woocommerce-gateway-stripe/includes/class-wc-gateway-stripe.php(759): WC_Gateway_Stripe->verify_intent_after_checkout() 1 /home/camsurba/public_html/wp-includes/class-wp-hook.php(324): WC_Gateway_Stripe->check_intent_status_on_order_page() 2 /home/camsurba/public_html/wp-includes/class-wp-hook.php(348): WP_Hook->apply_filters() 3 /home/camsurba/public_html/wp-includes/plugin.php(517): WP_Hook->do_action() 4 /home/camsurba/public_html/wp-content/plugins/elementor-pro/modules/woocommerce/widgets/my-account.php(2006): do_action() 5 /home/camsurba/public_html/wp-content/plugins/elementor-pro/modules/woocommerce/widgets/my-account.php(1823): ElementorPro\Modules\Woocommerce\Widgets\My_Account->render_html_editor() 6 /home/camsurba/public_html/wp-content/plugins/elementor/includes/base/controls-stack.php(2297): ElementorPro\Modules\Woocommerce\Widgets\My_Account->render() 7 /home/camsurba/public_html/wp-content/plugins/elementor/includes/base/widget-base.php(614): Elementor\Controls_Stack->render_by_mode() 8 /home/camsurba/public_html/wp-content/plugins/elementor/includes/base/widget-base.php(738): Elementor\Widget_Base->render_content() 9 /home/camsurba/public_html/wp-content/plugins/elementor/includes/base/element-base.php(551): Elementor\Widget_Base->get_raw_data() 10 /home/camsurba/public_html/wp-content/plugins/elementor/core/base/document.php(1023): Elementor\Element_Base->get_raw_data() 11 /home/camsurba/public_html/wp-content/plugins/elementor/core/base/document.php(679): Elementor\Core\Base\Document->get_elements_raw_data() 12 /home/camsurba/public_html/wp-content/plugins/elementor/includes/base/controls-stack.php(1042): Elementor\Core\Base\Document->get_initial_config() 13 /home/camsurba/public_html/wp-content/plugins/elementor/core/editor/loader/common/editor-common-scripts-settings.php(34): Elementor\Controls_Stack->get_config() 14 /home/camsurba/public_html/wp-content/plugins/elementor/core/editor/loader/v1/editor-v1-loader.php(76): Elementor\Core\Editor\Loader\Common\Editor_Common_Scripts_Settings::get() 15 /home/camsurba/public_html/wp-content/plugins/elementor/core/editor/editor.php(358): Elementor\Core\Editor\Loader\V1\Editor_V1_Loader->enqueue_scripts() 16 /home/camsurba/public_html/wp-includes/class-wp-hook.php(324): Elementor\Core\Editor\Editor->enqueue_scripts() 17 /home/camsurba/public_html/wp-includes/class-wp-hook.php(348): WP_Hook->apply_filters() 18 /home/camsurba/public_html/wp-includes/plugin.php(517): WP_Hook->do_action() 19 /home/camsurba/public_html/wp-includes/script-loader.php(2262): do_action() 20 /home/camsurba/public_html/wp-includes/class-wp-hook.php(324): wp_enqueue_scripts() 21 /home/camsurba/public_html/wp-includes/class-wp-hook.php(348): WP_Hook->apply_filters() 22 /home/camsurba/public_html/wp-includes/plugin.php(517): WP_Hook->do_action() 23 /home/camsurba/public_html/wp-includes/general-template.php(3052): do_action() 24 /home/camsurba/public_html/wp-content/plugins/elementor/includes/editor-templates/editor-wrapper.php(31): wp_head() 25 /home/camsurba/public_html/wp-content/plugins/elementor/core/editor/loader/v1/editor-v1-loader.php(110): include(‘/home/camsurba/…’) 26 /home/camsurba/public_html/wp-content/plugins/elementor/core/editor/editor.php(163): Elementor\Core\Editor\Loader\V1\Editor_V1_Loader->print_root_template() 27 /home/camsurba/public_html/wp-includes/class-wp-hook.php(324): Elementor\Core\Editor\Editor->init() 28 /home/camsurba/public_html/wp-includes/class-wp-hook.php(348): WP_Hook->apply_filters() 29 /home/camsurba/public_html/wp-includes/plugin.php(517): WP_Hook->do_action() 30 /home/camsurba/public_html/wp-admin/admin.php(419): do_action() 31 /home/camsurba/public_html/wp-admin/post.php(12): require_once(‘/home/camsurba/…’) 32 {main}

thrown in /home/camsurba/public_html/wp-content/plugins/woocommerce-gateway-stripe/includes/class-wc-gateway-stripe.php on line 829
[14-Feb-2024 21:02:17 UTC] PHP Deprecated: strtotime(): Passing null to parameter #1 ($datetime) of type string is deprecated in /home/camsurba/public_html/wp-content/plugins/klaviyo/includes/class-wck-api.php on line 291
[08-Mar-2024 18:00:35 UTC] The Automattic\WooCommerce\Admin\API\Options::get_options function is deprecated since version 6.3.
[08-Mar-2024 18:00:35 UTC] The Automattic\WooCommerce\Admin\API\Options::get_options function is deprecated since version 6.3.

Also, here’s an error log from that day from my web server’s Apache error log feature:

[Wed Mar 06 18:29:36.353957 2024] [security2:error] [pid 3602415:tid 22699401373440] [client 74.89.81.156:51348] [client 74.89.81.156] ModSecurity: Warning. Pattern match “(?:\\.htaccess|\\.(pht|phtml|php\\d?|txt|md|shtml|xml)$)” at REQUEST_FILENAME. [file “/etc/apache2/conf.d/modsec_vendor_configs/imunify360-full-apache/013_i360_1_infectors.conf”] [line “595”] [id “77140992”] [msg “IM360 WAF: Track access attempt (WP folders)!||SC:/home/camsurba/public_html/wp-admin/admin.php||MV:/wp-admin/admin.php||WPU:cam||T:APACHE||”] [severity “NOTICE”] [tag “wp_core”] [tag “noshow”] [hostname “camsurbanfarm.com”] [uri “/wp-admin/admin.php”] [unique_id “Zej8YHpx1PpqMQlsfJnkaAAAAMo”], referer: https://camsurbanfarm.com/wp-admin/admin.php?page=wc-orders&action=edit&id=4019

Let me know if there’s anything else you need.

Hey, @cambrem! Thanks for sharing the error logs.

Can you please share the System Status report so we can take a closer look at your website? You can find it via WooCommerce > Status > Get system report > Copy for support.

Can you also please confirm some things for us?

• The order was processed via Stripe, and it seems you are using WooCommerce Stripe Payment Gateway, correct?
• Stripe has several payment methods available, which one was used on this order?
• Have you had other orders after this one? Did they work correctly?
• Are you able to run a test order (with the exact same products, payment method, etc as this one) and try to replicate this issue?
• Do you have other payment gateways on this site (Paypal, Square, etc)? If you do, can you run a test order with them to try and see if the issue also happens?

Can you please share screenshots from WooCommerce > Settings > Payments > Stripe > Settings? I recommend using https://snipboard.io. You can share the direct link to the image as a response to this topic.

If the issue is only with Stripe, we might need to redirect you to Stripe forum, but for now, please share the information so we can proceed and guide you in the right direction.

Looking forward to your reply.

Have a wonderful day!

Hi @carolm29,

Sure, here’s the system report:

` WordPress Environment

WordPress address (URL): https://camsurbanfarm.com<br>Site address (URL): https://camsurbanfarm.com<br>WC Version: 8.5.2<br>REST API Version: ? 8.5.2<br>WC Blocks Version: ? 11.8.0-dev<br>Action Scheduler Version: ? 3.7.1<br>Log Directory Writable: ?<br>WP Version: 6.4.3<br>WP Multisite: –<br>WP Memory Limit: 768 MB<br>WP Debug Mode: ?<br>WP Cron: –<br>Language: en_US<br>External object cache: – Server Environment

Server Info: Apache<br>PHP Version: 8.1.27<br>PHP Post Max Size: 128 MB<br>PHP Time Limit: 300<br>PHP Max Input Vars: 10000<br>cURL Version: 7.87.0<br>OpenSSL/1.1.1w

SUHOSIN Installed: –<br>MySQL Version: 8.0.32-cll-lve<br>Max Upload Size: 128 MB<br>Default Timezone is UTC: ?<br>fsockopen/cURL: ?<br>SoapClient: ?<br>DOMDocument: ?<br>GZip: ?<br>Multibyte String: ?<br>Remote Post: ?<br>Remote Get: ? Database

WC Database Version: 8.5.2<br>WC Database Prefix: wpih_<br>Total Database Size: 75.39MB<br>Database Data Size: 69.02MB<br>Database Index Size: 6.37MB<br>wpih_woocommerce_sessions: Data: 0.02MB + Index: 0.02MB + Engine InnoDB<br>wpih_woocommerce_api_keys: Data: 0.02MB + Index: 0.03MB + Engine InnoDB<br>wpih_woocommerce_attribute_taxonomies: Data: 0.02MB + Index: 0.02MB + Engine InnoDB<br>wpih_woocommerce_downloadable_product_permissions: Data: 0.02MB + Index: 0.06MB + Engine InnoDB<br>wpih_woocommerce_order_items: Data: 0.02MB + Index: 0.02MB + Engine InnoDB<br>wpih_woocommerce_order_itemmeta: Data: 0.05MB + Index: 0.03MB + Engine InnoDB<br>wpih_woocommerce_tax_rates: Data: 0.02MB + Index: 0.06MB + Engine InnoDB<br>wpih_woocommerce_tax_rate_locations: Data: 0.02MB + Index: 0.03MB + Engine InnoDB<br>wpih_woocommerce_shipping_zones: Data: 0.02MB + Index: 0.00MB + Engine InnoDB<br>wpih_woocommerce_shipping_zone_locations: Data: 0.02MB + Index: 0.03MB + Engine InnoDB<br>wpih_woocommerce_shipping_zone_methods: Data: 0.02MB + Index: 0.00MB + Engine InnoDB<br>wpih_woocommerce_payment_tokens: Data: 0.02MB + Index: 0.02MB + Engine InnoDB<br>wpih_woocommerce_payment_tokenmeta: Data: 0.02MB + Index: 0.03MB + Engine InnoDB<br>wpih_woocommerce_log: Data: 0.02MB + Index: 0.02MB + Engine InnoDB<br>wpih_actionscheduler_actions: Data: 0.34MB + Index: 0.52MB + Engine InnoDB<br>wpih_actionscheduler_claims: Data: 0.02MB + Index: 0.02MB + Engine InnoDB<br>wpih_actionscheduler_groups: Data: 0.02MB + Index: 0.02MB + Engine InnoDB<br>wpih_actionscheduler_logs: Data: 0.20MB + Index: 0.16MB + Engine InnoDB<br>wpih_asenha_failed_logins: Data: 0.02MB + Index: 0.02MB + Engine InnoDB<br>wpih_commentmeta: Data: 0.02MB + Index: 0.03MB + Engine InnoDB<br>wpih_comments: Data: 0.02MB + Index: 0.09MB + Engine InnoDB<br>wpih_e_events: Data: 0.02MB + Index: 0.02MB + Engine InnoDB<br>wpih_e_notes: Data: 0.02MB + Index: 0.17MB + Engine InnoDB<br>wpih_e_notes_users_relations: 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+ Engine InnoDB<br>wpih_independent_analytics_referrers: Data: 0.02MB + Index: 0.02MB + Engine InnoDB<br>wpih_independent_analytics_reports: Data: 0.02MB + Index: 0.00MB + Engine InnoDB<br>wpih_independent_analytics_resources: Data: 0.02MB + Index: 0.00MB + Engine InnoDB<br>wpih_independent_analytics_sessions: Data: 0.05MB + Index: 0.16MB + Engine InnoDB<br>wpih_independent_analytics_views: Data: 0.05MB + Index: 0.06MB + Engine InnoDB<br>wpih_independent_analytics_visitors_1_16_archive: Data: 0.02MB + Index: 0.00MB + Engine InnoDB<br>wpih_independent_analytics_wc_orders: Data: 0.02MB + Index: 0.03MB + Engine InnoDB<br>wpih_jetpack_sync_queue: Data: 0.02MB + Index: 0.06MB + Engine InnoDB<br>wpih_links: Data: 0.02MB + Index: 0.02MB + Engine InnoDB<br>wpih_litespeed_url: Data: 0.02MB + Index: 0.03MB + Engine InnoDB<br>wpih_litespeed_url_file: Data: 0.02MB + Index: 0.08MB + Engine InnoDB<br>wpih_mailchimp_carts: Data: 0.02MB + Index: 0.00MB + Engine InnoDB<br>wpih_mailchimp_jobs: Data: 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attachment: 156<br>bsf_custom_fonts: 4<br>custom_css: 2<br>customize_changeset: 55<br>elementor_library: 9<br>mc4wp-form: 1<br>nav_menu_item: 10<br>page: 17<br>post: 2<br>product: 5<br>revision: 1386<br>shop_coupon: 4<br>shop_order: 14<br>shop_order_refund: 1<br>wp_global_styles: 3<br>wp_navigation: 1<br>wpforms: 1 Security

Secure connection (HTTPS): ?<br>Hide errors from visitors: ?Error messages should not be shown to visitors. Active Plugins (19)

Site Assistant: by – 1.0.0<br>A2 Optimized WP: by A2 Hosting – 3.0.8.1<br>Admin and Site Enhancements (ASE): by wpase.com – 6.9.0<br>Akismet Anti-spam: Spam Protection: by Automattic - Anti-spam Team – 5.3.1<br>All-in-One WP Migration: by ServMask – 7.81<br>Custom Fonts: by Brainstorm Force – 2.1.3<br>Easy Hide Login: by WebFactory Ltd – 1.1<br>Elementor Pro: by Elementor.com – 3.19.2<br>Elementor: by Elementor.com – 3.19.4<br>EWWW Image Optimizer: by Exactly WWW – 7.4.0<br>Flexible Shipping: by Octolize – 4.24.11<br>Independent Analytics: by Independent Analytics – 2.2.1<br>Kadence WooCommerce Email Designer: by Kadence WP – 1.5.12<br>Klaviyo: by Klaviyo<br>Inc. – 3.3.4

LiteSpeed Cache: by LiteSpeed Technologies – 6.1<br>WooCommerce Stripe Gateway: by WooCommerce – 7.9.3<br>WooCommerce PayPal Payments: by WooCommerce – 2.5.3 (update to version 2.5.4 is available)<br>WooCommerce: by Automattic – 8.5.2 (update to version 8.6.1 is available)<br>WP Mail SMTP: by WP Mail SMTP – 3.11.1 Inactive Plugins (6)

Essential Addons for Elementor: by WPDeveloper – 5.9.10<br>Filester - File Manager Pro: by Ninja Team – 1.8.2<br>Jetpack: by Automattic – 13.2<br>Mailchimp for WooCommerce: by Mailchimp – 3.6<br>MC4WP: Mailchimp for WordPress: by ibericode – 4.9.11<br>Redirection: by John Godley – 5.4.2 Settings

API Enabled: –<br>Force SSL: –<br>Currency: USD ($)<br>Currency Position: left<br>Thousand Separator: ,<br>Decimal Separator: .<br>Number of Decimals: 2<br>Taxonomies: Product Types: external (external)<br>grouped (grouped)<br>simple (simple)<br>variable (variable)

Taxonomies: Product Visibility: exclude-from-catalog (exclude-from-catalog)<br>exclude-from-search (exclude-from-search)<br>featured (featured)<br>outofstock (outofstock)<br>rated-1 (rated-1)<br>rated-2 (rated-2)<br>rated-3 (rated-3)<br>rated-4 (rated-4)<br>rated-5 (rated-5)

Connected to Woo.com: ?<br>Enforce Approved Product Download Directories: ?<br>HPOS feature screen enabled: ?<br>HPOS feature enabled: ?<br>Order datastore: Automattic\WooCommerce\Internal\DataStores\Orders\OrdersTableDataStore<br>HPOS data sync enabled: ? WC Pages

Shop base: #2032 - /shop/<br>Cart: #2033 - /cart/<br>Checkout: #2034 - /checkout/<br>My account: #2035 - /account/<br>Terms and conditions: ? Page not set Theme

Name: Hello Elementor<br>Version: 3.0.1<br>Author URL: https://elementor.com/?utm_source=wp-themes&utm_campaign=author-uri&utm_medium=wp-dash<br>Child Theme: ? – If you are modifying WooCommerce on a parent theme that you did not build personally we recommend using a child theme. See: How to create a child theme<br>WooCommerce Support: ? Templates

Overrides: – WooCommerce PayPal Payments

Onboarded: ?<br>Shop country code: US<br>WooCommerce currency supported: ?<br>Advanced Card Processing available in country: ?<br>Pay Later messaging available in country: ?<br>Webhook status: –<br>PayPal Vault enabled: –<br>ACDC Vault enabled: –<br>Logging enabled: –<br>Reference Transactions: –<br>Used PayPal Checkout plugin: –<br>Subscriptions Mode: Disabled Admin

Enabled Features: activity-panels<br>analytics<br>product-block-editor<br>coupons<br>core-profiler<br>customer-effort-score-tracks<br>import-products-task<br>experimental-fashion-sample-products<br>shipping-smart-defaults<br>shipping-setting-tour<br>homescreen<br>marketing<br>mobile-app-banner<br>navigation<br>onboarding<br>onboarding-tasks<br>product-variation-management<br>product-virtual-downloadable<br>product-external-affiliate<br>product-grouped<br>remote-inbox-notifications<br>remote-free-extensions<br>payment-gateway-suggestions<br>shipping-label-banner<br>subscriptions<br>store-alerts<br>transient-notices<br>woo-mobile-welcome<br>wc-pay-promotion<br>wc-pay-welcome-page

Disabled Features: customize-store<br>minified-js<br>new-product-management-experience<br>product-linked<br>settings<br>async-product-editor-category-field

Daily Cron: ? Next scheduled: 2024-03-09 23:55:51 +00:00<br>Options: ?<br>Notes: 65<br>Onboarding: completed Action Scheduler

Complete: 840<br>Oldest: 2024-02-07 19:11:31 +0000<br>Newest: 2024-03-09 17:30:05 +0000

Failed: 7<br>Oldest: 2024-01-12 20:51:21 +0000<br>Newest: 2024-02-17 02:29:51 +0000

Pending: 4<br>Oldest: 2024-03-09 18:30:05 +0000<br>Newest: 2024-03-11 14:09:04 +0000 Status report information

Generated at: 2024-03-09 18:23:13 +00:00<br>`

Yes, the order was processed Via Stripe using the Woocommerce Stripe Payment Gateway. The payment method was Apple Pay. This is the first order I’ve received where apple pay was used, so maybe that has something to do with it. This was also the most recent order, but I will put a test order through to see if the issue repeats. I have Paypal setup as well, and will put a test order through for that too.

Here is a screenshot of my stripe settings page: https://snipboard.io/2hVDjE.jpg

Thanks

Hey, @cambrem!

Thanks for the information.

I see you have outdated versions of a few plugins including WooCommerce and Stripe.

We recommend keeping everything updated. Regularly updating plugins helps maintain your site’s security, performance, and compatibility while ensuring you benefit from the latest features and improvements.

Please update all plugins (and the theme if needed), run the test orders and let us know how it goes so we can assist you further ??

Looking forward to your reply.

Have a wonderful day!

We haven’t heard back from you in a while, so I’m going to mark this as resolved – we’ll be here if and/or when you are ready to continue.