Payment intent not created + order failed + subscription on hold

  • Resolved formalitysystem

    (@formalitysystem)


    1 year, 4 months ago

    Hello WC team,

    Our situation is as follows:

    • Woocomerce subscriptions
    • Cartflows plugin
    • Woocomerce stripe payments

    Purchase roadmap:

    • Customer registers – gets asigned subscriber role
    • Customer goes through cartflows funnel, selects a subscription and reachs checkout, where he inserts the card.
    • Once validated, customer′s role turns to customer, order gets created, and subscription gets created. The rest is history…

    We are lately receiving some payment intents that won′t keep going through. I the order notes displays: “Order status changed from Pending payment to Failed“. Order gets created and set to “Failed” and subscription gets created and set to ” On hold”. Moreover, at our stripe dahsboard, the customer gets created but without any payment or billing info.

    We tried to simultae this behaviour by using an expired card at checkout. And happened exactly this. Besides on the frontend the customer gets rejected and cannot keep going through the funnel, all this information regarding order, subscription and stripe gets registered.

    We also tried to replicate this behaviour with some correct card information, and everything went smoothly this time. With different bank cards and users.

    The thing is… we are having doubts if whether:

    • These users are spamming, trying to bypass the checkout by adding false information.
    • Or is it an internal problem on our end, going on with some cards.

    We don′t see anything strange on the system status report.

    Here is an example log of one of these “Failed” orders: https://prnt.sc/AXvL08ZfKUjM

    Any help or hint would be really appreciated! Thanks in advance

Viewing 3 replies - 1 through 3 (of 3 total)
  • Plugin Support Shameem R. a11n

    (@shameemreza)

    Hello @formalitysystem,

    From your explanation, it looks like the issue arises when a customer attempts to make a payment with an invalid card. The system correctly identifies the card as invalid and stops the transaction, but it still creates an order and subscription, albeit with a “Failed” and “On Hold” status respectively.

    This is expected behavior. When a customer attempts a transaction, WooCommerce creates an order and subscription in anticipation of the transaction being successful. If the transaction fails, these are marked as “Failed” or “On Hold” rather than being deleted.

    As for the customer being created in Stripe without any payment or billing information, this is also expected when a transaction fails. Stripe creates a customer object as soon as an attempt is made to make a payment, but if the payment fails, no payment or billing information is associated with that customer.

    The fact that you were able to replicate this behavior using an expired card successfully and that transactions with valid cards are processed correctly suggests that there isn’t an issue with your setup. It’s more likely that the failed transactions are due to customers entering invalid card information.

    If you continue to see a high number of failed transactions, it might be worth implementing some additional checks to ensure that the card information entered by the customer is valid before attempting to process the transaction.

    I hope this helps clarify the situation. If you have any further questions, please don’t hesitate to ask.

    Thread Starter formalitysystem

    (@formalitysystem)

    Hi Shameen,

    Thanks for your prompt reply and for the clarification.

    Maybe this is not the right place to ask but, we are looking to configure Radar rules in Stripe′s account to deal with this issue. Just wanted to know if we are pointing it in the right direction or are there any other methods to have in mind to prevent this behaviour at our shop.

    Mirko P.

    (@rainfallnixfig)

    Hi there,

    Maybe this is not the right place to ask but, we are looking to configure Radar rules in Stripe′s account to deal with this issue. Just wanted to know if we are pointing it in the right direction or are there any other methods to have in mind to prevent this behaviour at our shop.

    To set up Radar rules, you’ll need to go to your Stripe Dashboard and navigate to the ‘Radar’ section. There, you’ll be able to create and manage your rules. Stripe’s customer service team should be able to assist you further.

    However, while Stripe’s Radar is a great tool, it’s also important to implement other fraud prevention measures in your WooCommerce store. Here are a few suggestions:

    1. Use SSL: Make sure your website is secure by using SSL (Secure Sockets Layer). This encrypts the connection between your server and the customer’s browser, making it harder for fraudsters to steal information.
    2. Monitor transactions: Regularly review your transactions to identify any unusual patterns or activities. This can help you spot potential fraud before it becomes a problem.
    3. Customer verification: Implement customer verification methods.

    I can recommend also this article on How to Prevent and Manage Online Payment Fraud in 2023 and the WooCommerce Anti-Fraud extension. If the extension grabs your attention, you can try it and see if it fits your scope. We have a 30-day money-back guarantee if you are unhappy with the outcome, you can receive a full refund within the refund window.

    I hope this helps!

Viewing 3 replies - 1 through 3 (of 3 total)
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