Order Failed

Hi @akashmughal21,

I am facing the issue of excessive failed orders paid via “Credit Card” since the last update I guess.

Can you shed a bit more light on this? Are there any specific errors that are showing in the Order Notes when this happens, or any errors on the front end?

Are any orders processing, then failing, or are they not getting past the Checkout page?

If possible please share the System Status Report here of the site. You can find it via WooCommerce > Status. Select “Get system report” and then “Copy for support”.? Once you’ve done that, paste it here in your response. That way we can see what is on the site, and assist further.

I look forward to hearing back from you!

Hi @nixiack8,

I encountered a similar issue and resolved it by updating the Stripe API Key and Secret key with the ones from stripe.com. For some reasons, they were not the same anymore with the ones I have saved in WordPress > WooCommerce Stripe Gateway.

I got in touch with Stripe support. They said that WooCommerce Stripe Gateway 4.9.0 used this approach: https://stripe.com/docs/connect/authentication, which leveraged PLATFORM_SECRET_KEY, while WooCommerce Stripe Gateway 5.0.0 uses a different approach, but I’m not sure what it would be.

Thanks,

@awijasa

Hi @nixiack8

Thanks for the kind response.

The Order Notes of all the Failed Orders sounds the same as:

First Note: “The card was declined.”
Second Note: “Order status changed from Pending payment to Failed.”

There are no errors’ at the front end.

Is there any specific link/email where I can send you the Status Report?

Thanks.

Hi @nixiack8,

First Note: “The card was declined.”
Second Note: “Order status changed from Pending payment to Failed.”

These are normally actual bank declines. Have you tried placing a test order? This could help spot any problems that might not be obvious without checking manually. For example, problems with the checkout fields, like the post code, or problems the credit card form itself.

If a test order works, I would recommend checking some of these orders in your Stripe account for the reason for decline.

Hi @mikedmoore

Thanks for the support. I will check the details. I have tried the test order and it works fine. I will check the order details in stripe to find the reason for the decline.

Thanks.