Declined card and order is still set to “on hold”

  • Resolved eriktdesign

    (@eriktdesign)


    2 years, 4 months ago

    My client’s site uses the Stripe gateway set to the “Authorize” mode, and they capture payments when the order is shipped. It was reported that one order (that we know of) went to the “on hold” status (and was subsequently shipped) even after the card was declined. In the order notes, I can see that the user made multiple attempts (beginning with Amazon Pay, then with Stripe) to pay for the order. Each time the card was declined. However, there is one entry in the order notes that inexplicably says that the charge was authorized:

    Stripe charge authorized (Charge ID: ch_3LBPnoD4evkiFuTd0nYWYsv2). Process order to take payment, or cancel to remove the pre-authorization. Attempting to refund the order in part or in full will release the authorization and cancel the payment. Order status changed from Failed to On hold.

    This is followed in the order notes by several more attempts to authorize the card, which all were declined — however, the order status had already changed to on hold, and so the order was moved into their fulfillment process.

    Any ideas what could have caused this false charge? Looking in the Stripe dashboard, the charge is labeled as “Blocked”

Viewing 3 replies - 1 through 3 (of 3 total)
  • Mirko P.

    (@rainfallnixfig)

    Hi @eriktdesign!

    Thanks for reaching out.

    there is one entry in the order notes that inexplicably says that the charge was authorized

    A blocked payment from Stripe is initially authorized by the card issuer and could be processed successfully. Instead, Stripe does not charge the card as it’s likely the payment is fraudulent and could result in a dispute. This explains why the order note captured the authorization. More on Stripe blocked payments here: https://stripe.com/docs/declines#blocked-payments.

    In order for us to investigate this further could you please share a copy of your site’s System Status? You can find it via WooCommerce > Status. Select “Get system report” and then “Copy for support”. Once you’ve done that, paste it here in your response.

    Also, can you provide Stripe logs if any available in WooCommerce > Status > Logs (choose Stripe from the drop-down)? Please remove any sensitive information that should not be made public before copying the logs to https://pastebin.com/ and sharing the link with us.

    Cheers.

    Thread Starter eriktdesign

    (@eriktdesign)

    Hi @rainfallnixfig,

    Sorry this took a bit — had to wait for this to come back up in my stack. Here are the System Status report and a selection from the Stripe log.

    System status: https://pastebin.com/X0zUcBVA

    Selected stripe logs (redacted): https://pastebin.com/MHnNNvfu

    Mirko P.

    (@rainfallnixfig)

    Hi @eriktdesign,

    Thanks for sharing with us your system status and stripe logs.

    Indeed, the logs show the card was declined and there is no indication the authorization was successful so this doesn’t explain why the order was accepted.

    Checking your system status I noticed that your site is running on outdated software. You’d want to update WooCommerce core, WordPress, and WooCommerce Stripe along with all other plugins and theme to the latest versions.

    If you see that another occurrence of this returns after updating the software, then contact us at WooCommerce.com > My Account > Support. as we’d need to take a closer look.

    You may need to log into your WooCommerce.com account before you can access that page.

    In that case, don’t forget to include a link to this forum thread, so that we can keep track of what’s already been done. The information included will help our support team narrow down the issue much quicker.

    Thanks!

Viewing 3 replies - 1 through 3 (of 3 total)
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