Orders failing

  • Hey there, we seem to be having a weird issue with our clients site with orders that are failing without a clear indication as to why.

    We have stripe debug enabled, but doesn’t give a clear reason for the orders being set to failed. Server logs do not print an error at the relevant time, and neither does WP debug.

    See below for an example of a failed order, I’ve hidden customer details.

    The Stripe Debug logs where an error is indicated look like so, I’ve replaced email and identifiable information with ‘Redacted’:

    2024-11-19T12:49:20+00:00 Debug
    ====Stripe Version: 8.8.2====
    ====Stripe Plugin API Version: 2024-06-20====
    ====Start Log====
    customers/search request: Array
    (
    [query] => name:'Redacted' AND email:'[email protected]'
    )

    ====End Log====

    2024-11-19T12:49:21+00:00 Debug
    ====Stripe Version: 8.8.2====
    ====Stripe Plugin API Version: 2024-06-20====
    ====Start Log====
    customers/search response with stripe-version: 2024-06-20
    ====End Log====

    2024-11-19T12:49:21+00:00 Debug
    ====Stripe Version: 8.8.2====
    ====Stripe Plugin API Version: 2024-06-20====
    ====Start Log====
    customers request: Array
    (
    [email] => [email protected]
    [description] => Name: Redacted, Guest
    [name] => Redacted
    [metadata] => Array
    (
    )

    [preferred_locales] => Array
    (
    [0] => en-US
    )

    [address] => Array
    (
    [line1] => Redacted
    [line2] => Redacted
    [postal_code] => Redacted
    [city] => Redacted
    [state] => Redacted
    [country] => GB
    )

    )

    ====End Log====

    2024-11-19T12:49:21+00:00 Debug
    ====Stripe Version: 8.8.2====
    ====Stripe Plugin API Version: 2024-06-20====
    ====Start Log====
    customers response with stripe-version: 2024-06-20
    ====End Log====

    2024-11-19T12:49:21+00:00 Debug
    ====Stripe Version: 8.8.2====
    ====Stripe Plugin API Version: 2024-06-20====
    ====Start Log====
    Error: stdClass Object
    (
    [token_id] =>
    [customer] => cus_RFLZK2n1gjs1RH
    [source] =>
    [source_object] =>
    [payment_method] =>
    )

    ====End Log====

    2024-11-19T12:50:42+00:00 Debug
    ====Stripe Version: 8.8.2====
    ====Stripe Plugin API Version: 2024-06-20====
    ====Start Log====
    customers/search request: Array
    (
    [query] => name:'Redacted' AND email:'[email protected]'
    )

    ====End Log====

    2024-11-19T12:50:43+00:00 Debug
    ====Stripe Version: 8.8.2====
    ====Stripe Plugin API Version: 2024-06-20====
    ====Start Log====
    customers/search response with stripe-version: 2024-06-20
    ====End Log====

    2024-11-19T12:50:43+00:00 Debug
    ====Stripe Version: 8.8.2====
    ====Stripe Plugin API Version: 2024-06-20====
    ====Start Log====
    customers/cus_RFLZK2n1gjs1RH request: Array
    (
    [email] => [email protected]
    [description] => Name: Redacted, Guest
    [name] => Redacted
    [metadata] => Array
    (
    )

    [preferred_locales] => Array
    (
    [0] => en-US
    )

    [address] => Array
    (
    [line1] => Redacted
    [line2] => Redacted
    [postal_code] => Redacted
    [city] => Redacted
    [state] => Redacted
    [country] => GB
    )

    )

    ====End Log====

    2024-11-19T12:50:43+00:00 Debug
    ====Stripe Version: 8.8.2====
    ====Stripe Plugin API Version: 2024-06-20====
    ====Start Log====
    customers/cus_RFLZK2n1gjs1RH response with stripe-version: 2024-06-20
    ====End Log====

    2024-11-19T12:50:43+00:00 Debug
    ====Stripe Version: 8.8.2====
    ====Stripe Plugin API Version: 2024-06-20====
    ====Start Log====
    Error: stdClass Object
    (
    [token_id] =>
    [customer] => cus_RFLZK2n1gjs1RH
    [source] =>
    [source_object] =>
    [payment_method] =>
    )

    ====End Log====

    Plugin version at the time of the error was 8.8.2 (now on 8.9.0 as of about 1 hour ago)
    WP Version: 6.6.2
    Woocommerce Version: 9.4.1
    PHP Version: 8.1.29

    I can send a status report but is there a way to do that without it being public?

    Also worth noting, we do get a failed order email that gets sent out but again, no indication of the issue here. There also does seem to be some correlation with discounts on failed orders, we are using the default ‘coupon’ system that woocommerce provides.

    Thanks,
    Liam.C

Viewing 1 replies (of 1 total)
  • Plugin Support shahzeen(woo-hc)

    (@shahzeenfarooq)

    Hi there!

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

    To assist you further, I’ll need your system status report (SSR). Since you prefer not to share your SSR publicly, I recommend using https://pastebin.com/. This way, you can share the link with us and delete the details after a few days for privacy.

    Also, In the meantime, can you please perform another conflict test on your site and let us know of your findings?

    Here are some steps you can follow:

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

    1. Temporarily switch your theme to Storefront or Twenty Twenty theme.
    2. Try to reproduce the problem: Check whether you still encounter the issue!

    If the problem is resolved, it’s a theme conflict. If not, continue to the next steps.

    3. Temporarily deactivate all plugins except WooCommerce & WooCommerce Stripe. You can do this manually or use a plugin to help (see below for tools).
    4. Try to reproduce the problem again. If the problem is resolved, it’s a plugin conflict. To figure out which plugin is causing the problem, continue to the next step.
    5. Reactivate your other plugins one by one, testing after each, until you find the one causing conflict.

    For more detailed instructions, check out?How to test for plugin and theme conflicts.

    let me know how that goes.

Viewing 1 replies (of 1 total)
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