Clients being charged $0 when checking out or amount totals change

Hello Cecilia

Thanks for contacting WooCommerce support.

I understand you are facing an intermittent issue on your website where some orders are successful, some are partially completed and some fail.

I appreciate your effort to share all the details about logs and orders.
To help you further, I’d like to understand more about your setup.
Could you please send me a copy of your site’s System Status?
You can find it via WooCommerce > Status.
Select Get system report and then Copy for support.

Once you’ve done that, you can paste the text in https://gist.github.com
After that, you can paste the Gist link here in your reply.

Looking forward to your response. ??

Hi Zubair;

Thank you for helping me with this. Here is the github link

https://gist.github.com/Cecilia941/314b2c39cb3c9c6c1ed87bab1b9c5928

I have also created a staging site. Would you like access to that? If so, how can I securely send you the credentials?

Hello @ipanasian,

99% of my transactions go through without any issues so I can’t turn off plugins to debug. If there is any other information I should be gathering, please let me know know.

I’m not able to replicate the issue nor found recent reports about it. However, one notable observation is that both the completed and ‘only tax’ orders share the same transaction ID, which isn’t usual. Generally, each order should be associated with a unique transaction ID, particularly with most payment gateways.

I suggest attempting to reproduce the issue on a staging environment to see if it’s replicable. If you can replicate it, please verify if it’s related to the payment gateway plugin you’re using.

If your hosting provider doesn’t offer a staging solution with your hosting plan, you can use a plugin like WP Staging to create a staging environment.

Retrieved the error from the cache. (WCS Tax)

In this case, it’s not necessarily a problem; it indicates an error occurred while attempting to retrieve the tax rate. Typically, more details accompany this error, but since they’re absent, you can safely ignore it for now, unless you’re experiencing issues with tax calculation.

Hope this helps!

Thank you. I have not been able to replicate it. Last weekend I had about 100 transactions, 2-3 errors occurred.

Is there another debugging tool I can install or enable to give me more information. I have another batch of transactions coming this weekend and I want to capture as much information as I can.

Hello Cecilia

Thank you for your reply.

I understand your concern about not being able to replicate the errors you experienced with transactions last weekend and your need for a more detailed debugging tool to monitor the upcoming batch of transactions.

The error log is indeed the most effective way to debug any errors that occur on your WooCommerce site. It captures essential information that can help identify the source of the issue. I recommend checking the WooCommerce error log under ‘WooCommerce’ > ‘Status’ > ‘Logs’ after your next batch of transactions. If any errors occur, this log will provide detailed insights.

When you encounter any issues during your next transaction batch, please share the updated error log with us so that we can assist you further.

We hope your upcoming transactions process smoothly, but should you need any assistance, we are here to help. ??

Have a great day!

Hello Zubair.

If the error occurs again this weekend, I will review those logs and send an update.

Thanks.

Hey @ipanasian,

That sounds like a plan!

We’ll be here to take a closer look if you need any further help with this ??

Cheers!

The issue came up again this past weekend. I had 3 orders that resulted in $0.00 being charged. Here is a pdf of all of the orders.

You can see there is this Tax being charged and i don’t know what that is. This is a FL based business and the site charges tax on residents in FL. You’ll see this tax under the Shipping line and it looks like “US-FL-PASCO-PORT-RICHEY Tax”. But i’ve been noticing this other Tax line above.

I use Sprout Invoices to create invoices in the website. The invoices are sent to the clients. When clients checkout they have the option to add some supplies to their orchid orders (heat packs, cocktails). The issue arises when they try to add any of these 3 products to the cart.

I looked at the error logs again and nothing jumps out at me.

Here are the error logs that I retrieved froM WC -> Status -> Logs and the debug.log file.

Any idea what the additional Tax is? Or if there are any clues as to what is causing this?

Thank you.

Hi there @ipanasian ??

Thank you for reaching back, with further details on this.

I’d like to zoom out for a moment, and take things from the top.

In the site’s System Status Report (SSR), I notice that the only payment gateway is the APIExperts Square for WooCommerce: by Wpexpertsio – 4.2.9 plugin, and there is also memberships functionality, utilizing a number of Paid Memberships Pro plugins.

To clarify, did you already have a chance to reach out to their respective support channels, to inquire about this, or otherwise?

I hope this is helpful! Please let us know if you have any further questions or concerns.
We will be happy to help you further.

Hi Pepe. I’d be happy to zoom with you. I’m in the eastern time zone. Please let me know what day / time is good for you.

I reached out to API Experts and they indicated that they did not find the issue with their plugin. I did not reach out to PMP as it didn’t occur to me that it would be their issue. I don’t use PMP for the invoicing and payments on this site. I use it for access to some videos.

Thank you.

Hi there @ipanasian ??

Thank you for reaching back, clarifying things further.

Just to be sure, it sounds the issue at hand is with the payment gateway at the site, or the product type, based on this thread’s title:

Clients being charged $0 when checking out or amount totals change

In order to isolate the issue being related with WooCommerce, or otherwise, could you test with creating a simple product, and checking out with a core payment option (like Cash On Delivery), and see if the issue persists, or otherwise?

Arranging for a Zoom call is not possible, I’m afraid.

I hope this helps! Let us know how it goes, please.

• This reply was modified 1 year, 1 month ago by anastas10s. Reason: added clarification

This issue occurred again and it seems to happen when a customer pays for an order, then goes back into the site and buys another product. You’ll see order #10726 is the first order that is paid for. Then the customer goes back in and buys a $30 product – Order # 10737. This $30 product has no shipping costs associated with it, I marked it as a virtual product. This second order is charged $0.

Here is a folder that has the invoices and the error log for order 10737.

https://drive.google.com/drive/folders/1OT0EV53yML6SIDbiIQ8fVJqzllid5kn-?usp=drive_link

Why is the first order causing the second order to go through as $0.00?

?? hey @ipanasian

Thank you for reaching back, with further details on this. Let’s troubleshoot it further.

Why is the first order causing the second order to go through as $0.00?

From what I gather, the issue occurs on return customers. What else is the same, or what differences are there?

What about the payment gateway used; was it the same or different?

Then the customer goes back in and buys a $30 product – Order # 10737. This $30 product has no shipping costs associated with it, I marked it as a virtual product. This second order is charged $0.

Could you please provide us with a screenshot of the product’s Product data section, so that we can see what you are describing? (available when opening it, to edit)

Just to clarify, did you already have a chance to test with placing two orders, after creating a test customer, with each order containing a simple product, and see if the issue persists, or otherwise?

Looking forward to hearing from you!

From what I gather, the issue occurs on return customers. What else is the same, or what differences are there? What about the payment gateway used; was it the same or different?

In the first order, I use Sprout invoices to create an invoice. The customer opens the invoice and then pays through the normal WC checkout page. In terms of the payment gateway, there is no difference. It’s all through the WC Checkout page using Square.

Here is the product data:
https://recordit.co/DJq0a1eAH4

Just to clarify, did you already have a chance to test with placing two orders, after creating a test customer, with each order containing a simple product, and see if the issue persists, or otherwise?

Yes, I have tested with 2 orders with simple products. I could not reproduce the issue.

Thank you.