Order Issues

Hi there!

I can understand your concern, we will happily assist you in fixing that issue.

To toubeshoot further I’d like to understand your site properly. Please share with us the necessary information below for us to investigate the issue further

• System Status Report which you can find via WooCommerce > Status > Get system report > Copy for support.
• Fatal error logs (if any) under WooCommerce > Status > Logs.

Once we have more information, we’ll be able to assist you further.

I would recommend running a conflict test to rule out any possible plugin conflicts.

You can do this by disabling all other plugins, only leaving WooCommerce and your Stripe Gateway plugin. Should the issue persist, you can try switching to a default theme like Storefront. You can find further details on running a full conflict test from this guide.

Please be sure to make a full site backup before running the conflict test, this would help restore your site back should any issue arise.

Let us know how it goes.

• This reply was modified 4 months ago by shahzeen(woo-hc).

Here is the status report. I checked the logs and saw no errors or issues at any of the times we experienced issues. We have seen this happen 8 times since 10/18.

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Hello wrskate,

Thank you for your reply.

I reviewed the report you shared, and everything looks fine.

To investigate further, could you edit the affected orders and share screenshots of the Order Notes? Additionally, could you let me know how frequently this issue occurs?
Are there any common factors among the affected orders?

Looking forward to your response. ??

From my previous post “We have seen this happen 8 times since 10/18.” It has happened 2 more times since. We had 2 attempts yesterday but to my surprise the order status on these 2 was “Failed” rather than “Cancelled” and our fulfillment team said they did not print.

The only common factor with the orders seems to be that the are definitely fraud. The phone numbers are not real/working numbers, and a couple of the names are reoccurring.

Hi @wrskate ,

Thanks for the added details!

I checked the system status report again, and everything seems to be set up correctly, as my colleague mentioned. The only thing that caught my attention was the failed actions in the Action Scheduler. The report shows 514 failed actions, with the oldest from 2024-06-07 and the newest from 2024-10-16.

While there’s only a small chance these errors are causing the order issue, I still recommend checking them by going to WooCommerce > Status > Scheduled Actions to see if anything there might be linked to the orders. Just to cover all angles.

The only common factor with the orders seems to be that the are definitely fraud. The phone numbers are not real/working numbers, and a couple of the names are reoccurring.

Considering the added details, if fraud is the common factor for all these orders, it seems the issue might be tied to fraudulent activity, which can sometimes cause unusual behavior in the order process.

If this is the case, here’s what you can look into:

1. Enhance Fraud Detection: Activate and configure Stripe Radar’s advanced fraud detection features. This is crucial for filtering out fraudulent transactions automatically. You might also want to consider anti-fraud extensions similar to WooCommerce Anti-Fraud to help with filtering.

2. Implement CAPTCHA: Integrate reCAPTCHA on your checkout page to prevent bots from placing orders, which should significantly reduce automated fraudulent attempts.

3. Optimize Internal Review Processes: Make sure your finance and fulfillment teams are aligned on how to handle orders flagged as potentially fraudulent. They should have clear protocols for reviewing and possibly canceling such orders before fulfillment.

4. Contact Stripe Support: Reach out to Stripe for guidance specific to your case. They can provide insight on fraud prevention settings and may be able to identify patterns that aren’t immediately obvious.

Focusing on these key actions will help safeguard against fraud and should improve the reliability of your payment processing workflow. Please keep us posted on your progress.