Order processed but payment not received

?? hey @jammylad

Thanks for reaching out about this. Let’s troubleshoot it together!

We have received few WooCommerce orders recently but haven’t received any payments. Orders were paid by Apple pay as well as by Credit card.

This is odd. To clarify, were these the first orders at the store, or otherwise?

Additionally, can you verify if the related information were added from Stripe on said orders, as detailed here, or otherwise?

Billing details are there but no shipping details.

Could it be that the customer(s) selected billing and shipping details to be the same, at Checkout? Is that option enabled at the store?

Could you please provide us with a screenshot (after redacting sensitive customer information) so that we can see what you are describing?

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Looking forward to hearing from you!

Hi,

Thanks for your reply.

were these the first orders at the store, or otherwise? -> This is established store and many orders processed so far.

can you verify if the related information were added from Stripe on said orders -> There are no Stripe Ids on the order. (Screenshots attached)

Could it be that the customer(s) selected billing and shipping details to be the same, at Checkout? Is that option enabled at the store? -> Shipping destination is: Default to customer billing address

Please let me know if you need any further information.

I found related Stripe debug logs, please let me know how I can paste them over here without disclosing sensitive data.

Thank you

Hi @jammylad,

Thanks for sharing additional information.

Could you share full screenshot of the order notes to see whether any payment intents id was generated from Stripe or not?

Shipping destination is: Default to customer billing address

Go to WooCommerce > Settings > Shipping > Shipping Options and set “Shipping destination” to “Force shipping to the customer billing address” will resolve this issue.

I found related Stripe debug logs, please let me know how I can paste them over here without disclosing sensitive data.

You could copy and paste your reply or share it via Mozilla Community Pastebin and share the link here.

Additionally, could you share a copy of your site’s System Status Report with us? You’ll find it at the top of the page under WooCommerce > Status > Select Get System Report and then Download for Support. This will download a TXT file containing the SSR’s contents to share with us.

In the meantime, you can run a conflict test to help you identify the cause of the issue. More info: https://woo.com/document/how-to-test-for-conflicts/

Looking forward to resolving this issue for you.

Hi ,
Just sharing System report.

https://paste.mozilla.org/KD1G9Sc5

We have received another order again yesterday with no Payment. Sending full screenshot of this order.

Thank you

Hi again,
Sorry but just received another order, this time no billing or shipping details but I can see related logs on the Stipe.

Also I see following message in my Stripe debug log:

====Stripe Version: 8.0.0====
====Start Log====
Stripe Payment Request live mode requires SSL.
====End Log====

Thank you

?? hi there @jammylad

Thank you for reaching back, with further details on this. Let’s troubleshoot it further.

In summary:

• Stripe, version 8.0.0 is installed, activated, with logging enabled
• Logs report “requires SSL“, meaning there is currently an issue with the certificate at the site (this document explains things further, on SSL)
• There are no further indicators that the orders were processed via Stripe, apart from the notice on Apple Pay being utilized; in the order details

Additionally, the site’s System Status Report (SSR) link expired, I’m afraid. Kindly re-send it, after allowing for a longer expiration period.

As things stand, the next step I’d recommend is making sure all the Apple Pay requirements are met. Related documentation can be found linked here.

Kindly keep an eye out, for newer created logs, and feel free to share them here, to further investigate.

I hope this is helpful!?We look forward to your response. In the meantime, please let us know if you have any further questions or concerns.

Hi,

I contacted the Host and we have valid SSL.

There are no further indicators that the orders were processed via Stripe, apart from the notice on Apple Pay being utilized; in the order details —->

As I said I can see the related logs on the Stripe account. so all those orders are processed via Stripe

Kind regards,

Thank you for reaching back, with further details on this, @jammylad.

I can see the related logs on the Stripe account. so all those orders are processed via Stripe

Could you please share the timeline, via Stripe’s dashboard (after redacting sensitive customer data), for any such order where the billing details appear, but not shipping details?

Additionally, could you please share a copy of your site’s System Status Report with us, again?

We await your response to better assist you.

https://paste.mozilla.org/seRNe3jr

Thank you so much for providing us with the site’s System Status Report (SSR), @jammylad.

We’d like to investigate things further, which is not possible in the public forum, I’m afraid. Please contact us at Woo.com > My Account > Support. You may need to create an account before you can access that page.

Please include a link to this forum thread, so that we can keep track of what’s already been done.

We will be able to help you further there.

This correspondence moved to ticket, so I’m going to mark this as resolved – thank you.