• Resolved mirunchained

    (@mirunchained)


    Hello,

    For the last 5-6 days when someone purchases a product with success, then tries to buy the second product with “One Click Upsell method” on Cartflows but this time the order is not processed.

    On the WooCommerce Orders list see the first order is processed and done (completed), the second one does not appear at all, but I have seen it on Stripe as not processed /not paid with this error: code authentication_required.

    Before these 5-6 days, orders were working 100% (I have seen the history on Stripe).

    I tried to enable Stripe test mode and 1-click Upsell works 100% good.

    The problem is with 3D secure.

    So I contacted Stripe Customer Care and he said the problems may be with WooCommerce.
    These are the link he is talking about:

    Log of the failed order (1 of many)

    authentication_required
    The card returned a decline code of authentication_required.
    
    The card was declined as the transaction requires authentication.
    
    The customer should try again and authenticate their card when prompted during the transaction. If the card issuer returns this decline code on an authenticated transaction, the customer may need to contact their card issuer for more information.
    
    Please visit the payment page for further details.
    
    To learn more about why some payments fail and what you can do to decrease your decline rate visit our guide on understanding declines and failed payments.
    {
      "description": "Company - Order 22775 - One Time offer",
      "metadata": {
        "order_id": "22775_4261_22440",
        "customer_email": "[email protected]",
        "customer_name": "xxx xxx"
      },
      "source": "src_1MpN8ND3VMJSX46ctU8pB1Jb",
      "currency": "eur",
      "capture": "true",
      "statement_descriptor": "Order 22775-OTO",
      "customer": "cus_NaY9XPUHlPucTU",
      "amount": "27700",
      "expand": [
        "balance_transaction"
      ]
    }
    {
      "description": "Company - Order 22775 - One Time offer",
      "metadata": {
        "order_id": "22775_4261_22440",
        "customer_email": "[email protected]",
        "customer_name": "xxx xxx"
      },
      "source": "src_1MpN8ND3VMJSX46ctU8pB1Jb",
      "currency": "eur",
      "capture": "true",
      "statement_descriptor": "Order 22775-OTO",
      "customer": "cus_NaY9XPUHlPucTU",
      "amount": "27700",
      "expand": [
        "balance_transaction"
      ]
    }
    {
      "error": {
        "charge": "ch_3MpNB5D3VMJSX46c1gHvh3EK",
        "code": "authentication_required",
        "decline_code": "authentication_required",
        "doc_url": "https://stripe.com/docs/error-codes/authentication-required",
        "message": "Your card was declined. This transaction requires authentication.",
        "request_log_url": "https://dashboard.stripe.com/acct_1KEYLMD3VMJSX46c/logs/req_m8XIwWTpKjVOXS?t=1679712598",
        "type": "card_error"
      }
    }

    Please note, this is the upsell on the next page, so the customers has already bought one product, using his card details and 3d secure was successful

    So at this point, I am asking, is everything you can do? Maybe I am missing some parameters on 3D Secure or 1clickuspell on WooCommerce?
    Any suggestions?

    Thank you

Viewing 5 replies - 1 through 5 (of 5 total)
  • Hi @mirunchained

    Thanks for reaching out!

    I understand that you are receiving failed transactions on your Stripe account when a customer tries to buy the second product with “One Click Upsell method” on Cartflows, correct?

    Are you referring to the third-party plugin One Click Upsells here?

    If so, since this is a third-party plugin that we don’t provide support for based on our Support Policy, I recommend that you reach out to the developers of the plugin for further assistance. They will be better equipped to help you resolve any issues you’re experiencing with the plugin.

    https://cartflows.com/support/

    All the best and hopefully, the issue will be fixed soon.

    Thread Starter mirunchained

    (@mirunchained)

    Hello,

    I tried test with Stirpe 3D Card + Cartflows and its working good.

    Then I tried with another plugin with upsell (no testing) and it is not working.

    So at this point the problem is not CartFlows like you said.

    Any suggestion to fix this huge problem?

    Thanks

    Thread Starter mirunchained

    (@mirunchained)

    This happens in the last 15days, did you made any updates recently?

    Thread Starter mirunchained

    (@mirunchained)

    New Update:

    Hello,

    A positive update for you.

    I contacted Stripe again, this time the customer care was a little bit more helpful (find attached the conversation).

    It seems that the problem could be the WooCommerce API which is outdated.

    I quote his message:

    We conclude that you're using our 3D secure 2 with the Woocommerce platform but your API version is still in the year 2019, which means out-dated. This can be seen here: https://dashboard.stripe.com/logs/req_m8XIwWTpKjVOXS
    
    To help you resolve this, you'll need to reach out to Woocommerce directly to upgrade the API version of their plugin. You can find instructions on how to upgrade your API version here:
    https://stripe.com/docs/upgrades#how-can-i-upgrade-my-api
    
    Before that, I would suggest that the developer of Woocommerce plugin read through the API ChangeLog to ensure that any changes will not negatively affect your API usage:
    https://stripe.com/docs/upgrades#api-changelog

    Chat conversation Screenshot:

    01
    02
    03
    04

    https://stripe.com/docs/upgrades#how-can-i-upgrade-my-api

    https://stripe.com/docs/upgrades#api-changelog

    I am waiting news from you.

    Hi there,

    We see you contacted us directly from WooCommerce.com.

    With that in mind, I’m setting this topic as resolved — we will get back to you from there.

Viewing 5 replies - 1 through 5 (of 5 total)
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