Unable to Place an Order Despite Correctly Filled Fields

  • Resolved multiradek

    (@multiradek)


    4 months, 1 week ago

    Hi, first of all, I want to mention that this issue happens frequently, but not always. I’ve noticed that some orders in the store are duplicated within a few minutes, which led me to believe that customers are experiencing difficulties on the checkout page. I installed Hotjar, and after observing customer behavior, I saw that even though the fields are filled out correctly, when they click “Place Order,” the page returns the message: “Due to an error, we could not process your payment. Please check if the payment was deducted from your account and try again.”

    Some customers retry and often succeed (though not always), while others abandon the page. The error occurs regardless of whether LS Cache is enabled or not. To rule out other causes, I reverted the cart and checkout pages to their default appearance, disabled PayPal (your plugin, which also causes issues), and ensured everything is updated.

    Please help resolve this issue.

    The page I need help with: [log in to see the link]

Viewing 6 replies - 1 through 6 (of 6 total)
  • Plugin Author Payment Plugins

    (@mrclayton)

    Hi @multiradek

    Duplicate order errors are not caused by our plugins. Typically this type of issue is caused by a 3rd party plugin or custom code that’s triggering an error during the checkout process before the cart is emptied.

    I recommend you check your WooCommerce > Status > Logs page for a fatal-errors log file. If that log exists, please share the contents.

    Thanks

    Thread Starter multiradek

    (@multiradek)

    The situation is as follows: WordPress in debug mode for several days – no errors. WooCommerce logs – no errors. I came here for help because I thoroughly investigated the issue on my side and have no idea what is causing it.

    Thread Starter multiradek

    (@multiradek)

    The duplication of some orders is a side effect of the customer not being redirected to the order summary after clicking “Place Order” and instead receiving an error. The duplication of orders is not the core issue. The essence of the problem is that the customer is unable to place an order despite correctly filling in all the required fields.

    Plugin Author Payment Plugins

    (@mrclayton)

    I recommend you check the stripe.com > developers > logs page. It’s important to understand what requests are being made to Stripe when this issue occurs.

    That will indicate at what point your site experiences an error. Is it after the payment intent succeeds, before the payment intent is confirmed etc. If you can find the log entries for one of the affected orders, please include theme here.

    Thanks

    Thread Starter multiradek

    (@multiradek)

    How can I show you the logs? There is a lot of sensitive data in them that I cannot share publicly.

    Plugin Author Payment Plugins

    (@mrclayton)

    You can create a support ticket within the plugin using the support widget or submit a request on our contact us page.

Viewing 6 replies - 1 through 6 (of 6 total)
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