PAYMENT NOT RECEIVED

  • I’ve been having a lot of issues in the past weeks with payment via woocommerce when customers are using the credit card option (set up with stripe).

    I got a sale e-mail notification that it went through via credit card but it has not shown up on my Stripe account. Would you know why and how I can resolve this issue? It is showing up on my woocommerce balance though.

    I wanted to let you know that I have been receiving payments fine through Stripe in the past for credit card on woocommerce.

    I have already trouble shooted by woocommerce AND stripe and have found this plugin to be the error for the payment not received.

    Initially when this customer made the payment, she had an error on the page after putting in the CC information and I didn’t get any confirmation at all from Woocommerce.

    So then (I think) I updated the woocommerce plugin and asked her to try again and she had the same error page (attached) after paying, but this time both she and I got a confirmation from woocommerce (originally attached screenshot) and it’s also showing up on my woocommerce balance. The problem is this $ isn’t showing up on my stripe.

    I’ve received payments from the Woocommerce plugin and to stripe no problem in the past.

    Thanks and I look forward to finding out how the money that was sent can be transferred to stripe.

    I have just unchecked this plugin on the woocommerce settings and have installed woocommerce’s own stripe plugin for now.

    Thanks.

Viewing 4 replies - 1 through 4 (of 4 total)
  • Thread Starter nattykoo

    (@nattykoo)

    Website is https://www.femininespace.com/shop

    Plugin Author YITHEMES

    (@yithemes)

    Hi nattykoo

    I’m sorry for your issue. This is really weird, as you were already succesfully using the plugin as payment gateway

    Could you please attach the exact error code your customer get?
    Was the Stripe Debug Log enabled in your installation?

    In this case, plugin has created a log file, that may help you debug the problem
    Could you please locate the file and share with us log regarding that transaction? (There should be no sensitive data on that logs, but double check it anyway ?? )

    Finally, could you please check with th customer that the money was actually removed from his/her account?

    In this last case, Stripe correctly processed the transaction, but is not showing it, and this might be a problem with their service

    Please, let me know
    Have a nice day

    Thread Starter nattykoo

    (@nattykoo)

    Here are some screenshots (from January 23rd when I was testing the store myself through a purchase): https://www.femininespace.com/wp-content/uploads/2017/01/Screenshot-2017-01-23-14.28.38.png

    And this is from the client whose payment I have not received. This is her second attempt which I asked her take a screenshot of from January 10th:

    After that error, I think I updated woocommerce and her payment went through: https://www.femininespace.com/wp-content/uploads/2017/01/Untitled.png

    The stripe debug option isn’t ticked off so there isn’t any log I think.

    I’m going to reach out to the client and ask her to check her credit card statement and get back to you about that.

    Thanks!

    • This reply was modified 8 years, 1 month ago by nattykoo.
    Plugin Author YITHEMES

    (@yithemes)

    Hi again

    500 errors are often sent when a Fatal Error occurs over your installation
    This errors make PHP stop executing, and are often registered in a log file in your server

    Could you please search for error_log file in your installation, or ask support team of your Hosting to provide you log of the day the problem occured, and then share this information with us?

    As always, make sure that no sensible data are included within debug informations ??

    Have a nice day

Viewing 4 replies - 1 through 4 (of 4 total)
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