Payment method not appearing in order details page

  • Resolved ohdearbambi

    (@ohdearbambi)


    5 months, 2 weeks ago

    Hello, I encountered this error the other day. I received an order from one of my customers using the TerraWallet payment method I have set up for my website. The invoice total for the said order was 0, and after comparing that order with other orders I received using the same payment method, I found that there was a fee that was automatically added to the order. Attached below is the screenshot of the order in a ‘pending payment’ status.

    After deleting this fee, the invoice total is now correct. However, the payment method used for this order does not seem to show up. Below is the screenshot of the order details section after I set the order’s status back to ‘processing’.

    Usually there would be a short text beside the date underneath the ‘paid’ details showing what payment method was used to pay for this order. Below I will also attach a screenshot of how the order detail page would look like if made using the TerraWallet payment method.

    Currently this has only happened to one of my orders. Other orders I’ve received in a similar timeframe using the TerraWallet have been normal, and I have not been able to recreate this error by myself.

Viewing 5 replies - 1 through 5 (of 5 total)
  • Plugin Support Zubair Zahid (woo-hc)

    (@doublezed2)

    Hello ohdearbambi,

    Thank you for contacting WooCommerce support.

    Regarding the fee that was added, was it the Rp -79,200?
    Could you provide more details about this fee and why it appears as a negative amount?
    Is it possibly a discount?

    The reason you’re not seeing the payment method might be because no actual payment was made, as the order total was Rp 0.

    To help investigate further, I would need more information, specifically about the fee that was automatically applied to the order.

    Once I have more details, I can better understand what caused this issue.
    Looking forward to your response. ??

    Best regards.

    Thread Starter ohdearbambi

    (@ohdearbambi)

    Hello @doublezed2 ,

    Yes the fee in question is the -Rp. 79.200. The problem is I have no idea where this fee came from. As I did not provide any discounts that could be applied to this transaction.

    The payment of this transaction did went through. I am able to see the transaction history of each user who made payments via the wallet payment method. And his balance had been deducted by the Rp. 79,200 for that order in specific.

    Plugin Support Zubair Zahid (woo-hc)

    (@doublezed2)

    Hello ohdearbambi,

    Thank you for your reply.

    This is a strange thing to happen.
    Could you tell me what “Via Saldo Akun” means?
    Provide some content for my understanding.

    Has this happened before?
    This could provide a clue to the cause of this issue.

    To help you further, I’d like to understand more about your setup.
    Could you please send me a copy of your site’s System Status Report?
    You can find it via WooCommerce > Status.
    Select Get system report and then Copy for support.

    Once you’ve done that, you can paste the text in https://gist.github.com
    After that, you can paste the Gist link here in your reply.

    Looking forward to your response. ??

    Thread Starter ohdearbambi

    (@ohdearbambi)

    Hi there @doublezed2, sorry for only getting back to you now.

    For a bit of context, ‘Via Saldo Akun’ means payment via a user’s virtual wallet inside my website. So users can top up their wallet and use this balance to pay for their purchases with extra benefits.

    I experienced this ‘error’ the other day again, and I finally understood why it happens. I noticed what triggeres this “total invoice of Rp. 0” is when a user’s wallet balance is the exact equal of the cart total. So in my case, the user had exactly Rp. 79,200 left in their wallet and the total bill for that specific order was Rp. 79,200.

    For some reason instead of showing that the payment for that invoice has been completed via wallet payment, the wallet balance ‘deducts’ the total value of the invoice and no payment method was chosen to complete that invoice.

    In cases where a user’s wallet balance is more than what the invoice total is, this will not happen. The total of the invoice will remain as it should be and the payment method will be recognised as ‘Pembayaran Via Saldo Akun’ (Paid via Wallet Balance). This can be seen in the last screenshot I sent on my first message.

    This seems to be an issue with the wallet plugin I’m using instead of WooCommerce. I’ve posted a thread and an update on my findings here but have yet received a reply from them. I will update here if I do end up getting a response in case anyone is also experiencing this issue.

    • This reply was modified 5 months, 1 week ago by ohdearbambi. Reason: Additional information regarding support thread on related wallet plugin
    Plugin Support Zubair Zahid (woo-hc)

    (@doublezed2)

    Hello ohdearbambi,

    Thank you for providing such a detailed explanation and for your thorough investigation.
    Great work on identifying the trigger!

    I’m sure this will be helpful for other users who might encounter a similar issue.
    Please do keep us updated if you receive any feedback from the wallet plugin developers, as it could provide further insights.

    Have a great day!

Viewing 5 replies - 1 through 5 (of 5 total)
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