Incorrect fees appearing on order details

  • Resolved kitboxdesign

    (@kitboxdesign)


    4 years, 1 month ago

    When customers use credit card as a payment method, sometimes woocommerce order details shows a deducted installment fee. The withdrawn money is correct but the amounts shown on the order details page, and customer emails are less than what is actually paid. And there’s a section as “installment fee” with a -(minus). There’s no installment fee reflected to customers or even if there was the data must be called from a completely different place.

    I don’t know why it happens, or I can not recreate it as it doesn’t happen each time. And the fee does not reference anywhere, as it’s a completely random amount each time.

    Please help me find the source of this.

    The page I need help with: [log in to see the link]

Viewing 5 replies - 1 through 5 (of 5 total)
  • Plugin Support EastOfWest a11n

    (@eastofwest)

    Hi there,

    It would be helpful if you could share a screenshot of the order details page, and customer emails and order details pages. You can upload the screenshot to your media library and share the link with us, or you can use a service like Droplr (https://droplr.com/) or CloudApp (https://www.getcloudapp.com/) to share the image file.

    Including a copy of your System Status Report would also be helpful. To find it, go to WooCommerce ? Status, select “Get system report” and then “Copy for support”.? Then paste it here in your response.

    Thread Starter kitboxdesign

    (@kitboxdesign)

    Hello thanks for getting back at me. Sure I will try to show them to you.

    Here is an order mail: faulty order mail
    As you can see there is an istallment fee as a deduction, which there was no such charge, but even if there was it wouldn’t be a deduction.

    I have corrected all order details so I can not show you a faulty one, but when someone pays with installments, order screen looks like this: order with installments

    And I noticed these custom fields appear when an order is with installments: custom fields

    Here is the system status report:

    ### WordPress Environment ###

    WordPress address (URL): https://kitboxdesign.com
    Site address (URL): https://kitboxdesign.com
    WC Version: 4.5.2
    REST API Version: ? 4.5.2
    WC Blocks Version: ? 3.1.0
    Action Scheduler Version: ? 3.1.6
    WC Admin Version: ? 1.5.0
    Log Directory Writable: ?
    WP Version: 5.5.1
    WP Multisite: ?
    WP Memory Limit: 512 MB
    WP Debug Mode: –
    WP Cron: ?
    Language: tr_TR
    External object cache: –

    ### Server Environment ###

    Server Info: Apache/2
    PHP Version: 7.3.23
    PHP Post Max Size: 750 MB
    PHP Time Limit: 300
    PHP Max Input Vars: 5000
    cURL Version: 7.73.0
    OpenSSL/1.0.2k-fips

    SUHOSIN Installed: –
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    Max Upload Size: 1 MB
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    DOMDocument: ?
    GZip: ?
    Multibyte String: ?
    Remote Post: ?
    Remote Get: ?

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    Oldest: 2020-09-24 17:06:06 +0300
    Newest: 2020-10-23 12:04:15 +0300

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    Newest: 2020-10-23 12:19:15 +0300

    `

    • This reply was modified 4 years, 1 month ago by kitboxdesign. Reason: link errors
    Thread Starter kitboxdesign

    (@kitboxdesign)

    Hello,

    Is there any update on this issue? Could you figure out what might gone wrong?

    Thank you.

    Mike W

    (@nixiack8)

    Hi @kitboxdesign,

    Sorry about the wait on this particular issue. I tested it on my side and I cannot replicate any installment options on the products in the site, regardless of what I choose to pay with.

    I am also not familiar with anything that would be added from the credit card post-purchase; most programs that have some sort of installment are Subscriptions, Deposits, Memberships or something of the like (that can structure payments out).

    This may be something with the Checkout Field Editor – if you disable it and do a test purchase, does it cause the issue to happen? If not then let the developer of that plugin know (ThemeHigh) and they can take a closer look.

    Otherwise it would be best – since it is hard to narrow down just what is happening – to test on a staging site. If you have a staging site, do a plugin/conflict test on it to see if the trouble area can be narrowed down.

    You can read more about plugin and theme conflicts here:

    ?https://docs.woocommerce.com/document/woocommerce-self-service-guide/

    The best way to determine if the issue is being caused by a theme and/or plugin is to do the following:

    1. Temporarily switch your theme to the Storefront or Twenty Twenty Theme.
    2. Disable all plugins except for WooCommerce and your shipping/payment gateway.
    3. Test to see if the issue has been resolved.

    If that resolves the issue, then one-by-one you can switch back your theme and re-enable your plugins, testing in between, until you find the one causing the conflict. If the issue remains, it is possible it is part of the payment or shipping gateway.

    As mentioned above, we do *highly* recommend a staging site for these tests so that your Live site is unaffected. A staging site is a clone or copy of the Live site, used for testing. You can reach out to your Host if you need to have a staging site set up, as they usually can assist you with this.

    Let us know the results!

    Plugin Support Damianne P (a11n)

    (@drwpcom)

    Hi @kitboxdesign. We haven’t heard from you in a while so I’m going to go ahead and mark this thread as resolved. If you still need help with this issue or have any other questions about the WooCommerce plugin, please start a new thread.

Viewing 5 replies - 1 through 5 (of 5 total)
  • The topic ‘Incorrect fees appearing on order details’ is closed to new replies.