Customer attempted to pay, but the payment failed or got declined.

hello we have a similar problem, orders placed by customers by credit card are displayed “Pending payment”.

We have updated Revolut Gateway for WooCommerce to 4.9.6 and enabled High-Performance Order Storage (HPOS) mode

Hello,

Thank you for reaching out to us. My name is Cornel, I am an integration specialist at Revolut.

In order for us to further investigate, we would need sensitive information about your website, setup and Revolut account. So that you do not share these on a public forum, please reach out to our in App Help section and ask for your case to be escalated to the integrations specialists team.

Follow these steps to reach out to our help section:

– Open the Revolut Business App

– Click on your account name on the top left of your screen.
– Open “Help” section.
– Scroll down until you see “Chat” option.
– Click on “Start new chat” (chat bubble icon)

Kind regards,

Is there any option to contact other than the App?

Hello,

through the App would be the fastest way.

Kind regards,

Hello, we have just contacted you through the app, the person we spoke with simply asked us to reconnect, I don’t think this will solve the problem here is what is happening since the update with the mode hpos enabled:

all orders are duplicates, a first order is registered and remains “awaiting payment”. Concerning the second identical order, sometimes the payment failed and we got error messages like:

Customer attempted to pay, but the payment failed or got declined. (Error: 3DS authentication failed. Try paying again or use another card.)

For information, the customer ordered twice, with two different accounts, two different delivery addresses and two different bank cards.

Sometimes the payment is successful but this still creates the first duplicate order “waiting for payment”

Can you fix this urgently, we are losing purchases

Hello,

Please write to us at [email protected]. Once you sent the email, please confirm here and I will personally search for it.

Also, on the App, please insist on escalating your case to the merchant success team. You can provide the link to this forum in the chat.

Kind regards,

Also, our developers are looking into this as well. In the meantime, you can go to this link and scroll down. Towards the bottom of the page, you can choose which version of our plugin you want to download. While this is being looked into and fixed you can use the previous version 4.9.5

Hello Denny,

The issue is now resolved in the newest version of our WooCommerce plugin, if you are still facing issues in the newest version, please let us know.

Regards,
Matas from Revolut Business