Woo Subscription double charging Stripe payment. Support chat not being answered

  • darrenjames

    (@darrenjames)


    9 months ago

    We are a long time Woo customer with multiple paid-for products. We’ve tried contacting support via https://woocommerce.com/my-account/contact-support/ but nobody is answering the support request after 24 hours.

    This issue is becoming urgent as our customers have been double charged since June 4

    Since June 4 the Woo subscriptions plugin is double charging renewal payments via Stripe.

    We’ve tried disabling any non-critical plugins in case there is a conflict somewhere.

    There is nothing in the error logs that show any problems here: /wp-admin/admin.php?page=wc-status&tab=logs

    The Woo Status report is here:

    ### WordPress Environment ###

    WordPress address (URL): https://flametreeyogastudio.com.au
    Site address (URL): https://flametreeyogastudio.com.au
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    Action Scheduler Version: ? 3.7.4
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    Language: en_AU
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    Retries Migration Status: ? Completed
    Report Cache Enabled: ? No
    Cache Update Failures: ? 3 failure

    ### Store Setup ###

    Country / State: Australia — Northern Territory

    ### Subscriptions by Payment Gateway ###

    Stripe: wc-active: 15
    wc-cancelled: 1078
    wc-expired: 24
    wc-on-hold: 184
    wc-pending: 1


    ### Payment Gateway Support ###

    Stripe: products
    refunds
    tokenization
    add_payment_method
    subscriptions
    subscription_cancellation
    subscription_suspension
    subscription_reactivation
    subscription_amount_changes
    subscription_date_changes
    subscription_payment_method_change
    subscription_payment_method_change_customer
    subscription_payment_method_change_admin
    multiple_subscriptions


    ### WC Pages Translations ###

    Shop base: ? Missing translations: English CA
    English NZ
    Singapore
    Hong Kong
    South Africa
    Deutsch

    Cart: ? Missing translation: Deutsch
    Checkout: ? Missing translation: Deutsch
    My account: ? Missing translation: Deutsch
    Terms and conditions: ? Missing translations: English US
    English UK
    English CA
    English NZ
    Singapore
    Hong Kong
    South Africa
    Deutsch


    ### Gift Cards ###

    Database Version: 1.16.15
    Loopback Test: ?
    Task Queueing Test: ?

    ### Admin ###

    Enabled Features: activity-panels
    analytics
    product-block-editor
    coupons
    core-profiler
    customize-store
    customer-effort-score-tracks
    import-products-task
    experimental-fashion-sample-products
    shipping-smart-defaults
    shipping-setting-tour
    homescreen
    marketing
    mobile-app-banner
    navigation
    onboarding
    onboarding-tasks
    product-variation-management
    product-virtual-downloadable
    product-external-affiliate
    product-grouped
    product-linked
    product-pre-publish-modal
    product-custom-fields
    remote-inbox-notifications
    remote-free-extensions
    payment-gateway-suggestions
    shipping-label-banner
    subscriptions
    store-alerts
    transient-notices
    woo-mobile-welcome
    wc-pay-promotion
    wc-pay-welcome-page

    Disabled Features: minified-js
    new-product-management-experience
    settings
    async-product-editor-category-field
    launch-your-store

    Daily Cron: ? Next scheduled: 2024-06-10 04:23:40 +09:30
    Options: ?
    Notes: 53
    Onboarding: completed

    ### Action Scheduler ###

    Cancelled: 31
    Oldest: 2024-05-11 05:28:05 +0930
    Newest: 2024-06-08 22:47:24 +0930

    Complete: 47,576
    Oldest: 2024-05-09 17:25:10 +0930
    Newest: 2024-06-09 17:21:50 +0930

    Failed: 2,383
    Oldest: 2022-09-26 16:48:44 +0930
    Newest: 2024-06-09 16:30:55 +0930

    Pending: 38
    Oldest: 2024-06-09 17:23:18 +0930
    Newest: 2024-07-06 20:53:23 +0930


    ### Smart Coupons related settings ###

    ?* Number of coupons to show: 5
    ?* Number of characters in auto-generated coupon code: 
    ?* Valid order status for auto-generating coupon: Processing | Completed
    ?* Include tax in the amount of the generated gift card: ? No
    ?* Deduct credit/gift before doing tax calculations: ? No
    ?* Gift Card discount is inclusive of tax: ? No
    ?* Automatic deletion: ? No
    ?* Coupon emails: ? No
    ?* Printing coupons: ? No
    ?* Sell gift cards at less price?: ? No
    ?* Use gift card applied in first subscription order for subsequent renewals until credit reaches zero: ? Yes
    ?* Renewal orders should not generate coupons even when they include a product that issues coupons: ? No
    ?* Allow sending of coupons to others: ? Yes
    ?* Allow schedule sending of coupons?: ? No
    ?* Combine emails: ? No
    ?* Auto generated coupon email: ? No
    ?* Combined auto generated coupons email: ? No
    ?* Acknowledgement email: ? No
    ?* Enable taxes: ? No
    ?* Prices entered with tax: ? No
    ?* Display prices in the shop: ? Incl
    ?* Display prices during cart and checkout: ? Incl
    ?* Rounding: ? No
    ?* Display tax totals: Itemized
    ?* Enable the use of coupon codes: ? Yes
    ?* Calculate coupon discounts sequentially: ? No
    ?* Account endpoints > Coupons: wc-smart-coupons
    ?* Block-enabled Cart: ? No
    ?* Block-enabled Checkout: ? No
    ?* WooCommerce Account Connected: ? Yes

    ### Status report information ###

    Generated at: 2024-06-09 17:22:39 +09:30



    • This topic was modified 9 months ago by darrenjames. Reason: Adding embedded status report
    • This topic was modified 9 months ago by darrenjames. Reason: fixing status report layout
Viewing 5 replies - 1 through 5 (of 5 total)
  • Plugin Support Zubair Zahid (woo-hc)

    (@doublezed2)

    Hello darrenjames

    Thank you for contacting Woo support.

    I understand you have already submitted a ticket at Woo.com and are still waiting for the response.
    I can confirm that your ticket has been created and a Happiness Engineer will be responding to the ticket as soon as possible.

    While we wait for the reply on your ticket.
    Let’s try to solve the issue here on the forums.
    – Could you tell me if this issue is happening for all orders or some?
    – If it is happening on some orders, is there any common factor like the same credit card or products?
    – Are you able to recreate this issue by placing a test order?

    Lastly, it would be helpful to contact Stripe and ask for their opinion.
    Their insights might help resolve with issue.

    Looking forward to your response. ??

    Best regards.

    Thread Starter darrenjames

    (@darrenjames)

    The double Stripe payments are only happening with products attached to Woo Subscriptions, sales of normal (non-subscription) products are proccessed correctly by Stripe.

    Hi there @darrenjames,

    Thanks for clarifying this for us. I was able to notice that you have a drop-in cache plugin. Similar issues like yours were solved by configuring the caching plugin to exclude the checkout. You can find the steps to exclude your checkout here.

    You can ask your web host to confirm if your checkout page is being cached, and if so, you will want your caching plugin to exclude the checkout page.

    Thread Starter darrenjames

    (@darrenjames)

    Hi, thanks for the suggestions. The webhost (Kinsta.com) automatically excludes pages such as /cart/ etc from their edge caching service – I’ve checked and verfied this.

    We’ve been trying to diagnose this problem since yesterday now, and are making progress. It is possible that another plugin “SUMO Payment Plans” (link here for reference) is causing the issue, we are actively investigating this at the moment.

    Thank you.

    Plugin Support Zubair Zahid (woo-hc)

    (@doublezed2)

    Hello darrenjames

    Thank you for your reply.

    I checked the SUMO payment plans plugins and it has a feature for automatic Stripe charges.
    However, I could not find any documentation that could explain how this plugin works.

    Please go ahead with your investigation and try placing a test order with and without the SUMO Payment Plans plugin to check if the problem is caused by this plugin.

    Let me know about your findings.
    I am here for your support. ??

    Best regards.

Viewing 5 replies - 1 through 5 (of 5 total)
  • The topic ‘Woo Subscription double charging Stripe payment. Support chat not being answered’ is closed to new replies.