incomplete transactions sent to Stripe

  • Resolved richardkent001

    (@richardkent001)


    2 years, 12 months ago

    I am using the WooCommerce Stripe Gateway 5.8.1 from a newly published website. I am getting a lot of “incomplete” transactions showing up in my Stripe account stating “customer has not entered their payment method”. I presume they are abandoned checkouts. How do I stop them being sent to Stripe?

    I asked Stripe what is going on and they replied:
    “This can happen for two reasons.

    First, the customer didn’t enter their full card details in the checkout page or abandoned the Checkout page without completing the payment. To complete this transaction, your customer needs to enter their full card details in the Checkout (Payment page).

    That said, the other reason for this incomplete payment is that your integration failed to collect the full payment details from your customer’s or your integration failed to pass the payment details to your Stripe account. As most of your payments are getting incomplete, I’d highly recommend you to re-inspect your integration and make sure that your integration is collecting and passing your customer payment information to your Stripe account.”

Viewing 5 replies - 1 through 5 (of 5 total)
  • Plugin Support Adam Heckler

    (@adamkheckler)

    Like you, I suspect that abandoned checkouts are causing most or all of these.

    The other reason Stripe mentions (“that your integration failed to collect the full payment details from your customer”) is theoretically true, but then I would expect every single order to be Incomplete. But they aren’t, since some orders are processing normally, right?

    Just so we have some more info to work with here, could you please send me a copy of your site’s system status report? You can find it under WooCommerce > Status in the dashboard. Click “Get system report” and then the “Copy for support” button. Once you’ve done that, paste it into your reply.

    One thing you might try to reduce the rate of these abandoned/incomplete orders is to disable the new payments experience in Stripe (if you have it enabled), which you can do like so:

    https://cln.sh/UuFE1IUahfOg9lq11MOX

    Let us know if that has any effect. Thanks!

    Thread Starter richardkent001

    (@richardkent001)

    Hi Adam,

    Yes I am getting successful transactions.
    I disabled the new payments experience in Stripe and it appears to have stopped “incomplete” transactions. Thank you. System report is below, before I made the change, in case you think it is worth examining.

    Thanks! Richard

    
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    Thanks for that. I’m not seeing anything in that system status report that might explain the behavior. It may simply be abandoned transactions, but if you feel there is something else behind it, please do let us know what steps we can take to reproduce it.

    Hello @wbrubaker

    I am facing the same issues. Here is screenshot of my stripe account
    – https://imgur.com/a/6hMMt7B

    I just recently went live with my site and I am seeing many of these incomplete transactions on my stripe account – which leads me to believe these are bots hitting my checkout page. Which leads me to believe that these bots are trying to validate credit card numbers, but because they are not filling out the billing information it is resulting in “incomplete” transactions on Stripes end.

    I tested this out myself by only filling out a test credit card with no billing information and clicking the submit button which results in a call to the
    wc-ajax=checkout endpoint on the site. It came back with the billing info error, but had already created the stripe payment request.

    Is it possible to only create the payment request only after all billing info has been validated?

Viewing 5 replies - 1 through 5 (of 5 total)
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