Facing Issue with payment using stripe

Hi @devbrand

Thanks for reaching out and sending a screen capture of the order notes. The message you’re seeing usually means that the order wasn’t marked as paid within the set time frame, so it automatically cancelled. However, if the payment was successfully received but the order was still cancelled, it’s likely due to a communication delay or between your payment gateway and WooCommerce.

To start, could you let us know which payment gateway plugin are you using? We might need to check your plugins related to payment processing require any updates. Please send us your system status report to help us look into this. You can find it by going to WooCommerce → Status, clicking Get system report, and then choosing Copy for Support.

You can also check your WooCommerce settings to make sure the hold stock duration is set up correctly. Go to WooCommerce > Settings > Inventory to find it (here’s a screenshot).

Looking forward to getting this sorted out.

hi,

we are using woo commerce stripe in our website

attached system report for your reference kindly check

https://test.homecentredirect.co.uk/wp-content/uploads/2025/01/SystemStatusReport_homecentredirect.co_.uk_2025-01-07T10-18-53-1.txt

Hi @devbrand,

Thank you for providing the additional details. The issue of orders changing from “Pending Payment” to “Cancelled” despite receiving payment can stem from several factors. Let’s go through some troubleshooting steps.

One possibility is that the payment gateway isn’t sending payment confirmation back to WooCommerce in time. If WooCommerce doesn’t receive the confirmation within a specific time frame, it automatically changes the order status to “Cancelled.” To investigate this, please check the logs for the payment gateway under WooCommerce > Status > Logs and look for any errors or delays related to payment processing. If you find any, please share them here in the form of a screenshot.

Another potential cause could be order expiry settings. By default, WooCommerce cancels orders if payment is not completed within a set time period. To adjust this, go to WooCommerce > Settings > Products > Inventory and either increase the “Hold Stock (Minutes)” value or set it to blank to disable automatic cancellations.

Given that there are a lot of customizations on your site, I suggest creating a staging site using the Storefront theme and enabling only WooCommerce and the payment gateway plugin. Then, place a test order to see if the issue persists.

I’ll be looking forward to hearing your observations.

Hi

I reviewed WooCommerce and found no errors with the orders.
Can you please help me out with this.

Hi @devbrand,

Are you saying that you couldn’t find any errors in the log, or that you ran a test order but couldn’t replicate the issue? If it’s the first case, please follow the remaining steps from my previous response.

• Increase the ‘Hold Stock (Minutes)’ value or leave it blank.
• Create a staging site, switch to the Storefront theme, and enable only WooCommerce and your payment gateway plugin. Then, do a test order to see if the issue occurs again.