WooCommerce order is cancelled in spite of succeeded Stripe payment

  • Resolved Remko

    (@7ish)


    2 years, 2 months ago

    Hi there,

    I have been using WooCommerce and Stripe for some time now, all without any issues.
    The last couple of days I have received 2 complaints from customers that have paid: the order is cancelled but Stripe says the payment has succeeded. Of course I am using your plugin ‘Payment Plugins for Stripe WooCommerce’.
    The WooCommerce message on the cancelled order is: time limit has been reached. Order status has changed.

    I have asked WooCommerce to take a look at this but they refer me to you as the payment provider. What could be the cause of this? Does the user take too long to hit the pay button within the Stripe payment page?

    Hope to hear from you soon! Have a great evening ahead!

    • This topic was modified 2 years, 2 months ago by Remko.
Viewing 3 replies - 1 through 3 (of 3 total)
  • Plugin Author Payment Plugins

    (@mrclayton)

    Hi @7ish

    The last couple of days I have received 2 complaints from customers that have paid: the order is cancelled but Stripe says the payment has succeeded.

    Which payment method are these order for? Example are credit card, iDEAL, Klarna etc.

    The WooCommerce message on the cancelled order is: time limit has been reached. Order status has changed.

    What was the order’s status before it was changed to cancelled? Was it pending?

    Thanks,

    Thread Starter Remko

    (@7ish)

    Hello,

    Thanks for the very quick reply!
    The payment method that is being used in all cases is iDeal.
    The order status went from ‘Wachten op betaling’ (Waiting for payment / pending) to ‘Geannuleerd’ (Cancelled).

    Plugin Author Payment Plugins

    (@mrclayton)

    Hi @7ish

    It sounds like there are two issues here:

    1. The Stripe plugin always sets IDEAL orders to on-hold. That is done so that the order is not set to cancelled by WooCommerce if the payment is not received within a few hours. It sounds like you have some functionality that’s preventing the Stripe plugin from setting the order’s status to on-hold.

    2. In your WooCommerce settings, you can control the amount of time that passes before an order that is pending is set to cancelled. You may want to increase that value.

    Kind Regards,

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