Customer charged despite reported ‘failed’ transaction

Hello,

We have never had reports of this happening. Did the tester by chance accidentally clicked on the checkout button more than once without knowing? Was the checkout page slow after clicking on the button?

Hello royho,

If a customer could ‘accidentally’ click the payment button more than once, without knowing and have it process the payment more than once for the same order number, then return a failed transaction, I would think that would be a very serious problem indeed.

drtonyb,

Could you paste in your System Status Report? You can find it in WooCommerce > Status. We do not have additional reports of this, so whatever happened does seem to be isolated.

It does sound like something on the checkout page somehow refreshed or re-loaded, but we’ll have to look into it more closely to understand better what might be happening.

Hi Zandy,

Tested again after updating to 1.0.27 and the transaction with Square completed successfully. There is an update to woocommerce that I will be installing today.

Prior to the successful test yesterday, three tests using version 1.0.26 resulted in ‘failed’, but the customer was charged and in the first test, was charge twice (this could have been a tester problem, but a double charge should never have been able to happen). I think it could have been related to the timeout issue that has been changed in version 1.0.27.

Here is the System Status Report: (note that the theme is my own theme)

### WordPress Environment ###

Home URL: https://tasteblackgold.com.au
Site URL: https://tasteblackgold.com.au
WC Version: 3.3.1
Log Directory Writable: ?
WP Version: 4.9.4
WP Multisite: –
WP Memory Limit: 128 MB
WP Debug Mode: –
WP Cron: ?
Language: en_AU

### Server Environment ###

Server Info: Apache/2.2.34 (Unix) mod_ssl/2.2.34 OpenSSL/1.0.1e-fips mod_bwlimited/1.4 Phusion_Passenger/5.1.11 mod_perl/2.0.8 Perl/v5.10.1
PHP Version: 5.6.33
PHP Post Max Size: 8 MB
PHP Time Limit: 30
PHP Max Input Vars: 1000
cURL Version: 7.54.0
OpenSSL/1.0.2k

SUHOSIN Installed: ?
Max Upload Size: 2 MB
Default Timezone is UTC: ?
fsockopen/cURL: ?
SoapClient: ?
DOMDocument: ?
GZip: ?
Multibyte String: ?
Remote Post: ?
Remote Get: ?

### Database ###

WC Database Version: 3.3.1
WC Database Prefix: wp_
MaxMind GeoIP Database: ?
Total Database Size: 10.53MB
Database Data Size: 9.26MB
Database Index Size: 1.27MB
wp_woocommerce_sessions: Data: 0.16MB + Index: 0.01MB
wp_woocommerce_api_keys: Data: 0.00MB + Index: 0.00MB
wp_woocommerce_attribute_taxonomies: Data: 0.00MB + Index: 0.00MB
wp_woocommerce_downloadable_product_permissions: Data: 0.00MB + Index: 0.00MB
wp_woocommerce_order_items: Data: 0.00MB + Index: 0.00MB
wp_woocommerce_order_itemmeta: Data: 0.00MB + Index: 0.01MB
wp_woocommerce_tax_rates: Data: 0.00MB + Index: 0.01MB
wp_woocommerce_tax_rate_locations: Data: 0.00MB + Index: 0.00MB
wp_woocommerce_shipping_zones: Data: 0.00MB + Index: 0.00MB
wp_woocommerce_shipping_zone_locations: Data: 0.00MB + Index: 0.01MB
wp_woocommerce_shipping_zone_methods: Data: 0.00MB + Index: 0.00MB
wp_woocommerce_payment_tokens: Data: 0.00MB + Index: 0.00MB
wp_woocommerce_payment_tokenmeta: Data: 0.00MB + Index: 0.00MB
wp_woocommerce_log: Data: 0.02MB + Index: 0.02MB
wp_404_to_301: Data: 0.41MB + Index: 0.00MB
wp_blc_filters: Data: 0.00MB + Index: 0.00MB
wp_blc_instances: Data: 0.01MB + Index: 0.00MB
wp_blc_links: Data: 0.03MB + Index: 0.01MB
wp_blc_synch: Data: 0.00MB + Index: 0.00MB
wp_commentmeta: Data: 0.00MB + Index: 0.00MB
wp_comments: Data: 0.00MB + Index: 0.01MB
wp_links: Data: 0.00MB + Index: 0.00MB
wp_options: Data: 0.92MB + Index: 0.07MB
wp_postmeta: Data: 0.46MB + Index: 0.14MB
wp_posts: Data: 0.50MB + Index: 0.06MB
wp_termmeta: Data: 0.00MB + Index: 0.01MB
wp_terms: Data: 0.00MB + Index: 0.01MB
wp_term_relationships: Data: 0.01MB + Index: 0.01MB
wp_term_taxonomy: Data: 0.00MB + Index: 0.01MB
wp_usermeta: Data: 0.02MB + Index: 0.01MB
wp_users: Data: 0.00MB + Index: 0.01MB
wp_wc_download_log: Data: 0.02MB + Index: 0.03MB
wp_wc_webhooks: Data: 0.02MB + Index: 0.02MB
wp_wfBadLeechers: Data: 0.02MB + Index: 0.00MB
wp_wfBlockedCommentLog: Data: 0.02MB + Index: 0.00MB
wp_wfBlockedIPLog: Data: 0.05MB + Index: 0.00MB
wp_wfBlocks: Data: 0.02MB + Index: 0.02MB
wp_wfBlocks7: Data: 0.02MB + Index: 0.05MB
wp_wfBlocksAdv: Data: 0.02MB + Index: 0.00MB
wp_wfConfig: Data: 0.30MB + Index: 0.00MB
wp_wfCrawlers: Data: 0.02MB + Index: 0.00MB
wp_wfFileChanges: Data: 0.02MB + Index: 0.00MB
wp_wfFileMods: Data: 1.52MB + Index: 0.00MB
wp_wfHits: Data: 1.02MB + Index: 0.23MB
wp_wfHoover: Data: 1.52MB + Index: 0.11MB
wp_wfIssues: Data: 0.02MB + Index: 0.06MB
wp_wfKnownFileList: Data: 1.52MB + Index: 0.00MB
wp_wfLeechers: Data: 0.02MB + Index: 0.00MB
wp_wfLockedOut: Data: 0.02MB + Index: 0.00MB
wp_wfLocs: Data: 0.02MB + Index: 0.00MB
wp_wfLogins: Data: 0.17MB + Index: 0.06MB
wp_wfNet404s: Data: 0.02MB + Index: 0.02MB
wp_wfNotifications: Data: 0.02MB + Index: 0.00MB
wp_wfPendingIssues: Data: 0.02MB + Index: 0.06MB
wp_wfReverseCache: Data: 0.02MB + Index: 0.00MB
wp_wfScanners: Data: 0.02MB + Index: 0.00MB
wp_wfSNIPCache: Data: 0.02MB + Index: 0.05MB
wp_wfStatus: Data: 0.16MB + Index: 0.11MB
wp_wfThrottleLog: Data: 0.02MB + Index: 0.02MB
wp_wfVulnScanners: Data: 0.02MB + Index: 0.00MB
wp_yikes_easy_mc_forms: Data: 0.00MB + Index: 0.00MB
wp_yoast_seo_links: Data: 0.02MB + Index: 0.02MB
wp_yoast_seo_meta: Data: 0.02MB + Index: 0.00MB

### Post Type Counts ###

acf-field: 12
acf-field-group: 1
attachment: 95
custom_css: 1
nav_menu_item: 18
page: 22
post: 17
product: 27
product_variation: 11
publication: 1
revision: 206
shindiri-woo-slider: 1
shop_order: 4
turbo-sidebar-cpt: 3
woocarousel: 1

### Security ###

Secure connection (HTTPS): ?
Hide errors from visitors: ?

### Active Plugins (32) ###

404 to 301: by Joel James – 2.3.3
Add From Server: by Dion Hulse – 3.3.3
Advanced Custom Fields PRO: by Elliot Condon – 5.6.8
Australia Post WooCommerce Extension: by WPRuby – 1.5.8 – Not tested with the active version of WooCommerce
Broken Link Checker: by Janis Elsts
Vladimir Prelovac – 1.11.5

Custom Login URL: by Simpliko – 1.0.2
EasyRecipe: by EasyRecipe – 3.5.3229
Enable Media Replace: by M?ns Jonasson – 3.1.1
Enhanced Media Library: by wpUXsolutions – 2.5
Force Regenerate Thumbnails: by Pedro Elsner – 2.0.6
Google Language Translator: by Rob Myrick – 5.0.37
HubSpot Tracking Code for WordPress: by HubSpot – 1.2.1
List category posts: by Fernando Briano – 0.75.2
Metrilo for WooCommerce: by Metrilo – 1.7.5 – Not tested with the active version of WooCommerce
Multiple Roles: by Florian TIAR – 1.2.0
WooCommerce Product Carousel Slider: by ADL Plugins – 3.0.2 – Not tested with the active version of WooCommerce
Redirect Default Login Pages: by Coyote6 GraphX – 1.0.0
Taste Black Gold: by Tony Blackett – 1.0.0
Themextras: by Tony Blackett – 1.1.3
Under Construction: by Noah Kagan – 1.18
Widgets On Pages: by Todd Halfpenny – 1.4.0
Shindiri Woo Shop Slider Lite: by Shindiri Studio – 1.2.1 – Not tested with the active version of WooCommerce
WooCommerce Email Test: by RaiserWeb – 1.8 – Not tested with the active version of WooCommerce
WooCommerce Square: by WooCommerce – 1.0.27
WooCommerce Wholesale Prices: by Rymera Web Co – 1.6.2
WooCommerce: by Automattic – 3.3.1 – 3.3.2 is available
Wordfence Security: by Wordfence – 7.0.5
Yoast SEO: by Team Yoast – 6.3.1
WP Publication Archive: by Eric Mann – 3.0.1
WP Video – HTML5 Video Player for WordPress: by onigetoc – 4.5.5
WPB WooCommerce Product slider: by wpbean – 2.0.6.3
Easy Forms for MailChimp: by YIKES
Inc. – 6.3.30

### Settings ###

API Enabled: ?
Force SSL: ?
Currency: AUD ($)
Currency Position: left
Thousand Separator: ,
Decimal Separator: .
Number of Decimals: 2
Taxonomies: Product Types: external (external)
grouped (grouped)
simple (simple)
variable (variable)

Taxonomies: Product Visibility: exclude-from-catalog (exclude-from-catalog)
exclude-from-search (exclude-from-search)
featured (featured)
outofstock (outofstock)
rated-1 (rated-1)
rated-2 (rated-2)
rated-3 (rated-3)
rated-4 (rated-4)
rated-5 (rated-5)

### WC Pages ###

Shop base: #51 – /products/
Cart: #53 – /products/cart/
Checkout: #55 – /products/checkout/
My account: #57 – /products/my-account/
Terms and conditions: #556 – /terms-and-conditions/

### Theme ###

Name: Taste Black Gold
Version: 1.0.0
Author URL: https://anthonyblackett.com.au/
Child Theme: ?
Parent Theme Name: PressFlex
Parent Theme Version: 1.0.9.7
Parent Theme Author URL: https://anthonyblackett.com.au/
WooCommerce Support: ?

### Templates ###

Archive Template: Your theme has a woocommerce.php file
you will not be able to override the woocommerce/archive-product.php custom template since woocommerce.php has priority over archive-product.php. This is intended to prevent display issues.

Overrides: taste-black-gold/woocommerce/cart/cart-totals.php
taste-black-gold/woocommerce/cart/cart.php
taste-black-gold/woocommerce/cart/proceed-to-checkout-button.php
taste-black-gold/woocommerce/content-product.php
taste-black-gold/woocommerce/emails/email-footer.php
taste-black-gold/woocommerce/emails/email-header.php
taste-black-gold/woocommerce/emails/email-styles.php

Hi drtonyb,

Thanks for the further info! As I understand, now that you’ve updated Square, the double charge and failed issue has been resolved in your testings? There was an issue in 1.0.26 in regards to timeout errors that may have been the cause of customers checking out twice. Let us know if you are still having issues!

Thanks!

Hi @drtonyb,

We’ll mark this thread as resolved for now. If you continue to have troubles after conflict testing pleas feel free to let us know.