Direct debit received, but that payment method is not activated

Hi @eddypiv,

I can see how this situation would be frustrating. To get a better understanding, could you share more details about the type of products you sell? Is it a subscription-based service, and do you have the option for customers to save their payment methods enabled?

Additionally, it would be helpful if you could provide a screenshot of the order and its order notes, along with your system status report. You can find this by going to WooCommerce → Status → Get Report → Copy for Support and then sharing it via https://gist.github.com.

Hi Moses,

We used to sell subscriptions, but decided to stop as we’re share online content and cannot wait 5 days releasing the content until the payment is confirmed.
A client who subscribes with automatic renewal wants to have access immediately after the payment is executed, and in the perception of the client that’s the moment he confirms the payment.
We waited in some cases, and some clients started a dispute, which costs us €€7,50.

So subscriptions to online content is not designed properly and we decided to stop it.
We switched it off in the WooCommerce settings. We cannot switch it of in the Stripe Dashboard, as it blocked there, saying that it’s controled by the WooCommerce.

The client from whom we received the SEPA direct debit says she clicked iDEAL. I’m pretty sure that’s true, in the checkout SEPA Direct Debit is not an option.
The client is a client since long and probably has paid in the past for subscription as well.
That may help you searching for the root cause, but obviously it should not happen that an iDEAL payment gets treated as a direct debit.

The client just tipped us as a matter of appreciation. That’s a separate WC product that we have for that purpose.

I have uploaded screenshots of the order and the checkout, as well as the WC status report.
You can find them here: https://drive.google.com/drive/folders/1PRfeXuHPtvZTWI9uCdRSGUbItJq_c5tK?usp=sharing

Hi @eddypiv,

Just to make sure I’m following, you mentioned that you previously offered subscription-based products with automatic renewals, and the customer who placed this recent order had subscribed to your products in the past, correct?

If so, could you ask the customer if they have SEPA saved as a payment method on their account? They can check this by logging into their “My Account.”

Additionally, could you confirm if the customer has ever paid for this exact product using SEPA? Also, can you verify whether you deleted the previous subscription product when SEPA was still enabled?

Hi @mosesmedh,

I checked all Direct Debits in the Stripe dashboard, and this client never paid through Direct debit before.
She paid ist time with card, all other times with iDEAL.

Will it be helpful if I share the Stripe Payment ID with you?
Or what else would be helpful to you?

I’m confused with which organization I’m talking here. In the WP plugin dashboard it says for this plugin:
– that the author is Stripe
– ‘Visit plugin site’ leads me here, which is said to be Automattic (=Wooccommerce, right?)
– Docs leads to Woocommerce
– Support leads to Woocommerce/my account

Initially I raised the issue with Woocommerce, and they referred me (rightly so) to the support of the plugin.
I expected it to be Stripe, but who is it??
Suggestion: clear this up in the plugin info in the WP plugin dashboard.

Hi @eddypiv,

I understand your confusion, and I’ll do my best to clarify.

The plugin is developed by Stripe but is hosted on the WooCommerce Marketplace, which is managed by WooCommerce. Since it’s a free plugin, support is provided through a forum. All free plugins available on www.remarpro.com have dedicated forums hosted on www.remarpro.com.

The forum you’re currently using is specifically for the WooCommerce Stripe Payment Gateway plugin.

Thank you for your feedback. Please navigate to WooCommerce > Status > Logs and check if there are any fatal error logs or plugin-related notices. If you find any, please share them using https://pastebin.com.

Hi @mosesmedh ,

There is 1 fatal error, but that happened well before the issue I raised.

https://pastebin.com/rWLNj8AD – date 26 Jan.

Is there a better way I can help you investigating this issue?

Hello eddypiv,

Thank you for your reply.

<span style=”box-sizing: border-box; margin: 0px; padding: 0px;”>We received a similar report?on this thread. </span>
<span style=”box-sizing: border-box; margin: 0px; padding: 0px;”>Could you please check it and confirm whether you are experiencing the same pr</span>oblem?

Please let me know so I can help you further.

Best regards.

Yes, it is exactly the same.
Glad to see it will be solved in verwsion 9.2.0 – any estimate when that will be?

Just to illustrate the impact for shops delivering online content: We had 5 disputes as people paid with iDEAL / SEPA Direct debit – the mandate and the subscriptions are signed through iDEAL – as clients expected immediate access to the content. As a seller you have no defence against a dispute, it’ll cost you €7,50 each time.

So this is the risk the shop owner is running:
– dispute charges
– unhappy client
– damage to our image / creditablity profile.

So glad it will be solved. Please share the estimated delivery.

Thanks & regards.

Hello @eddypiv ,

Thank you for sharing the details. I understand how frustrating this issue can be!

I don’t have an exact release date for version 9.2.0 yet, but I can confirm that the test version is already available. You can check it out here: 9.2.0 Test Version, which means the final version will be released soon.

I appreciate your patience. Thank you.