Hi @davidburrows
Thanks for reaching out!
I understand that you’ve received a failed transaction even though the customer has been charged already, correct?
I understand that it can be confusing to see both an authorized and failed payment status. To clarify, it is possible for a transaction to be authorized and then fail later. This typically occurs when the payment gateway initially approves the transaction, but later encounters an issue that prevents it from being completed, such as the zip code validation error you’ve mentioned.
In this case, the customer’s bank may show the ￡277.61 charge as “pending” or “authorized,” but since the payment ultimately failed, the funds should not be captured. The bank will eventually release the funds back to the customer’s account, and the pending charge should disappear. The time frame for this process can vary depending on the bank, but it usually takes a few business days.
For us to check this further, please share with us a screenshot of the Order Notes for this failed order.
If you don’t already have a screenshot service installed, you can try https://snipboard.io. You can share the direct link to the image as a response to this topic.
Furthermore, I’d like to understand your site properly. Please share your System Status Report that you can find via WooCommerce > Status. Select Get system report and then Copy for support. Once you’ve done that, you can paste it into your reply here.
If you could also provide the fatal error logs (if any) under WooCommerce > Status > Logs.
You could copy and paste your reply here or paste it via https://gist.github.com/ and send the link here.
Thanks!
