Failed order (card declined) to immediately processing

  • Resolved aie92

    (@aie92)


    4 years, 3 months ago

    Hi

    An order came through that was initially declined. But then immediately changed to processing. I can see the funds in my stripe account. However, the customer will have received an email saying the order has failed, followed by another saying it is successful. This will have confused the customer. Can you help please?

    Stripe charge complete (Charge ID…)

    26th August 2020 at 1:40 am Delete note

    Order status changed from Failed to Processing.

    26th August 2020 at 1:40 am Delete note

    Order status changed from Pending payment to Failed.

    26th August 2020 at 1:40 am Delete note

    The card was declined.

    26th August 2020 at 1:40 am Delete note

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  • Plugin Support wpnomad a11n

    (@wpnomad)

    Hi @aie92 ,

    An order came through that was initially declined. But then immediately changed to processing. I can see the funds in my stripe account. However, the customer will have received an email saying the order has failed, followed by another saying it is successful. This will have confused the customer.

    This is strange. It’s possible that the customer entered the details incorrectly, and then corrected in the second attempt. This may have caused the order to initially fail, but then succeeded when the customer added the details correctly.

    If that’s the case, then I recommend reaching out to the customer to assure them that their order was placed successfully. They would also have received the “Order Processing” email after the charge was successful.

    Do let us know if you have any further queries.

    dougaitken

    (@dougaitken)

    Automattic Happiness Engineer

    Hey @aie92

    We haven’t heard back from you in a while, so I’m going to mark this as resolved – if you have any further questions, you can start a new thread.

    Thanks,

Viewing 2 replies - 1 through 2 (of 2 total)
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