Payment not updated in woocommerce

  • Resolved tbo460

    (@thibotus01)


    2 months, 2 weeks ago

    Hi,

    In a manually created order, a customer paid using AMEX but couldn’t reach the confirmation page. I couldn’t get any more details from customer.

    – In Woocommerce dashboard the manual order was still in “Pending payment”
    – I checked in Stripe account and payment was there in waitng for capture.
    – I switched to “Processing” in woocommerce manually but still nothing shows up.
    – I ended up capturing manually in stripe and updating manually the order.

    Can’t find anything in Woocommerce logs. In Stripe logs for this payment nothing seems relevant to understand what happened?

Viewing 3 replies - 1 through 3 (of 3 total)
  • Plugin Author Payment Plugins

    (@mrclayton)

    Hi @thibotus01

    I switched to “Processing” in woocommerce manually but still nothing shows up.

    Can you explain what you mean by nothing shows up? What information are you expecting to see that you do not see?

    Can’t find anything in Woocommerce logs.

    Typically if a PHP exception is triggered by a 3rd party plugin then there will be a fatal-errors log entry in the WooCommerce logs.

    I’d recommend enabling test mode and performing a test payment for a manually created order to observe if there are any conflicts.

    Kind Regards

    Thread Starter tbo460

    (@thibotus01)

    I was expecting to see the Stripe ID in the top page as usual.

    Nothing in php log.

    Since this is an isolated issue and on a production site, I can’t really use test mode. I will keep monitoring.

    Thanks

    Plugin Author Payment Plugins

    (@mrclayton)

    I was expecting to see the Stripe ID in the top page as usual.

    From your description it sounds like the payment intent was created in Stripe and you just needed to capture the authorized payment.

    That likely means something interfered with the completion of the checkout process, where all the order metadata is saved. That’s where the order status gets updated and the transaction ID is associated with the order.

    It could be that logs aren’t being written correctly due to a permission issue on your server.

    Kind Regards,

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