ideal completed but order cancelled

(@cdsigns)

Hi there,

Sorry for not replying to your post earlier. After reading your reply we found that there was an update available for woocommerce and for stripe so we completed these updates and for a while it seemed to have worked. But unfortunately we just had another of this event happening. Customer completed payment with iDeal, Stripe displays correct processing of the payment but woocommerce sets order to cancelled. I have just pasted the details you requested below. I had to remove some personal data / url’s for privacy reasons. If you would need to have access to the site or more details / stripe we are happy to provide what is possible through email or a private support.

The System report

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### Status report information ###

Generated at: 2024-05-08 20:42:26 +02:00
`

The Woocommerce Gateway Stripe Status Log

The screenshot from the Stripe Account Details can be found above

Plugin Support

omarfpg a11n

(@omarfpg)

Hi @cdsigns, welcome back.

Customer completed payment with iDeal, Stripe displays correct processing of the payment but woocommerce sets order to cancelled.

To be clear, you’re able to see the payment successfully on Stripe and the funds on your balance, all good on Stripe side, just on the WooCommerce side the order is getting cancelled, correct? (as detailed in your original thread, just checking that this is still the case).

A few more questions to learn more:

Can you please share screenshots of the order notes? (redacting any sensitive data).
This only happens for the iDeal payment method, correct? 100% of the time or some times? If it’s just sometimes, can you identify anything in common in those orders?
Are you using the new checkout experience or the legacy checkout?

I’m also marking this as not resolved for now while we help you fix this.

Cheers!
-OP

Thread Starter

(@cdsigns)

Hi there,

Thank you so much for the fast reply. Yes, your understanding is correct. This only occurs to iDeal payments, other payment method (cash on delivery) does not have this issue. The issue is rare, 95% of the iDeal orders are good, but we have had it occur 2 or 3 times for this specific WooCommerce store, and also for other stores with similar set ups. We use the new checkout experience.

At the Stripe side everything looks good, the Stripe support team has also checked with us and they can see the payment was completed and all looks good there. We also checked and the Stripe status’ and steps for the payments are the same as orders that are good. See screenshot below for the Stripe details of this specific order

The problem is at the WooCommerce end, for the “problem” orders, the order notes say the payment time limit has been reached and therefor the order status is changed from “awaiting payment (wachtend op betaling)” to “cancelled (geannuleerd)”. (please see screenshot below)

Please let us know if you need any more info

Plugin Support

omarfpg a11n

(@omarfpg)

Hi @cdsigns,

Thank you so much for the additional details. Since it’s about 5% of the orders that are presenting this issue this is going to be a tricky one, we’ll need to identify anything in common that may be causing this issue. Do those orders share anything else in particular, maybe the customers bought the same product? Same shipping zone? Anything you can spot?

In the meantime, in order to help troubleshoot this, you ca enable the Stripe debug mode in your WooCommerce → Settings → Payments → Stripe → Settings → Debug Mode → Log error messages.

Once you get a new order with this issue please share the log found in?WooCommerce → Status → Logs.

Looking forward to resolving this issue for you.

Cheers!
-OP

Thread Starter

(@cdsigns)

Hi there, we just had another order that did not go to the correct order status after the Stripe payment has been completed. This was order #55244.

We saw that this order of today, had the same product as the last order that did not process correct. But that same product was also ordered by 7 other customers in the last 14 days, who also paid by iDeal and those orders were set to the correct woocommerce order status.

99% of all orders for this store have the same shipping zone and delivery method. Only 2 of these I currently am aware of have the issue with Stripe iDeal payment completed but WooCommerce order status not set correct. All other orders with same shipping + delivery method + Stripe iDeal did process correct, including these with the same product in the order.

The order notes say this: Stripe betaal intentie aangemaakt (betaal intentie ID: pi_3PH6D4EbUyq5xxpt1hNtu392) The next order note is from our manual update to change the order status. There are no other order notes for this order.

Log

The Log for this order like you mentioned:

carolm29 (woo-hc)

(@carolm29)

Hey, @cdsigns!

Thanks for the logs and the information.

The logs show that the payment intent is empty, but it is not possible to see why on them.

From what I see on the thread you have shared the Stripe logs, but not the fatal error logs, correct? Can you please share those so we can take a look?

You can find them under WooCommerce > Status > Logs and search for fatal error logs.

Looking forward to your reply.

Have a wonderful day!

Thread Starter

(@cdsigns)

Hi there, thank you for your reply. I just tried to search for “fatal” at the page you are referring to but there are no results. I have uploaded the screenshot of this above.

Also uploaded the entire list of logs, I can not seem to find anything “fatal” so I’m not really sure where I would be able to retrieve the information from that you are requesting.

Just to be sure I have uploaded the settings for the logs on this site. Maybe i’m looking at the wrong places so please let me know what I can do or provide for you

Plugin Support

Zubair Zahid (woo-hc)

(@doublezed2)

Hello mellow1

Thank you for your reply.

There is no pattern to these events and the error log is also not showing anything unusual.
Let’s try to create new Webhooks and see if that fixes the problem.
Webhooks are responsible for communication between Woo and Stripe.

Have you asked Stripe support about this issue?
Let’s see what they have to say about this problem.
Their insights can be helpful.

Looking forward to your response. ??

Best regards.

Thread Starter

(@cdsigns)

Hi there,

Thank you for your reply.

Yes, we have first contacted stripe and spoken with them multiple times. They have examined all of these cases we have shown them. They say there is nothing irregular on their end, all steps are completed like normal for the Stripe process and it is the WooCommerce part that is not processing the order status correct, after the payment is completed.

We will try with new webhooks and hopefully not have any repetition after

Plugin Support

Zubair Zahid (woo-hc)

(@doublezed2)

Hello mellow1

Thank you for your reply.

I understand you have already spoken to Stripe and everything is normal on that end.
This looks like there is no communication between Woo and Stripe.
Webhooks are responsible for creating a communication channel between Stripe and Woo.

Please go ahead and create new Webhooks.
Hopefully, that will fix the issue.
We are here for you if the problem persists.

Best regards.

Thread Starter

(@cdsigns)

6 months, 1 week ago

Hi there,

Just wanted to let you know that we have “disconnected” the stripe account, created a new connection and fresh webhooks.

If we have any new incidents we will reach out to you, but hopefully this fixes it for us

Have a great day and thank you for the support!

carolm29 (woo-hc)

(@carolm29)

6 months, 1 week ago

Hey, @cdsigns!

All right! I hope the issue does not happen again, but if it does, we will be here to help ??

I’ll close this thread for now, to keep things organized, but please feel free to reply here or open a new one if needed.

Have a wonderful day!

Thread Starter