sagescrub

@vasyltech thank you so much! I did the manual deletion and that seems to have fixed it!!

We are getting this same issue after upgrading today.

@shameemreza

Thank you so much for confirming and clarifying my questions! This is very helpful to help us make our decision how to proceed. I will mark the ticket resolved for now.

@shameemreza

We contacted Braintree and they said they cannot turn 3D secure on in our account. They said 3D secure is only available in Braintree Direct. Is this plugin compatible with Braintree direct?

On the other hand did we get something wrong or ask the wrong question to braintree? It sounds like your suggestion and their response did not match.

Looking forward to your clarification.

Same issue is happening here. Thanks for the quick fix. Hopefully the author will make the fix permanent in the next version.

@anastas10s

Thank you so much for providing more info about 3D secure for credit cards via PayPal Braintree. It is very helpful for my information.

You spoke of accepting Credit Cards via PayPal Braintree. Please allow me to clarify. We also use the “Braintree (Credit Card)” payment method to accept credit cards. Same plugin but different payment method. We accept credit cards not via paypal, if that makes sense.

For the “Braintree (Credit Card)” payment method, do we follow the same instructions you provided?

I do not see any 3D Secure options in either Braintree payment method settings pages. Will they show up automatically once we contact Braintree?

Thank you!

Hello @anastas10s

Thank you for sharing this information. The links you shared only reference paypal for braintree. What about credit card payments with braintree. Do they also offer the 3D secure feature or is it something different with credit cards?

Hi @doublezed2

Thank you for your reply. I am sorry for including all the declined data in the report without pre-filtering out records that are not relevant. I am including a new report here with only one record for clarity.

https://paste.mozilla.org/cGibEASO

This record represents an international order that was definitely blocked due to PSD2. When we followed up with the customer they were able to contact their bank and unblock PSD2 status with our business. Then when they placed a subsequent order it went through fine.

The reason why I am contacting you directly instead of braintree is that I believe your plugin is designed to support PSD2. Is that correct or does it not support PSD2?

Can you please let me know, in order to support PSD2 does the UX need to present the customer with a way to verify PSD2 in order to complete the purchase?

We do not want these international customers to be denied, because the UX is horrible and many of them do not want to followup with us directly or make the effort to contact their bank.

I sincerely hope you can help!

Thank you @shameemreza

I’ve included the data you requested below…

Declined transactions: (CSV format)
https://paste.mozilla.org/Br8XO6tJ

Status Report:
https://paste.mozilla.org/QaGff2k0

I look forward to your findings.

Hi @carolm29

Thank you so much! Is there a good email address I can send the declined orders list and status report to?

Thank you for helping me understand that refunds synced with Paypal are not supported in the free version of the plugin. I am closing this thread.

Hi @carolm29 thank you very much for your help and looking into this issue!

To your question: This is only happening with Braintree. I am including screenshots of three international order notes. Please note they each have slightly different failure codes, but they are each triggered by the PSD2 issue.

https://snipboard.io/g91UTn.jpg
https://snipboard.io/72G4Iu.jpg
https://snipboard.io/z4M1JS.jpg

I look forward to your feedback.

Thank you!

I emailed you to re-open the ticket. Per your support request I enabled debug logging. We then tried to issue refund as described earlier in this ticket to two separate orders. Unfortunately your debug logging does not display helpful information. Each entry only says “Debug”.

I’ve emailed in a screenshot of the log so you can see that it is basically empty except for a timestamp of each debug, but no relevant or helpful information is found. I hope you can help us continue to troubleshoot the refund issue.

Hello @webtoffeesupport !

Thank you for your quick reply. I have submitted the WooCommerce status via the contact form as you requested. Ticket #67703. I look forward to hear back from you!

Wonderful!!! I am so glad to hear that! Thank you for the quick turnaround and response too ??