Payment Notifications Stripe Woocommerce

Hello directbrand2020,

Thank you for contacting WooCommerce support.

I understand you received a notification email about a new order but the order was rejected by the customer’s bank, resulting in a failed order.

You’re looking to receive order notifications only after the customer’s bank fully approves the payment, rather than just after 3DS verification.

Could you share the screenshots of the order notes?
They should provide details on what occurred in the backend, helping me guide you further.

Looking forward to your response. ??

Hi Zubair,

Thanks for help. Really appreciated.

Yes, we would only like to receive once all steps in the payment process have been done rather than after just 3DS verification.

How do I send a screen capture here? It seems all messages only from url.

Here is the text from the order that passed 3DS but got rejected:

Stripe charge authorized (Charge ID: *****ANZ0GP). Process order to take payment, or cancel to remove the pre-authorization. Refunding is unavailable until payment has been captured. Order status changed from Failed to On hold.

Normally, it would usually only say: Stripe payment intent created (Payment Intent ID: ******mPUKsX09ookVjW) and then stripe charge complete.

Is that helpful?

Thanks again, Warren

Hi @directbrand2020 ,

By default, WooCommerce sends order notification emails based on the order status:

• On Hold: Sent when payment is authorized but not captured.
• Processing/Completed: Sent when payment is fully approved and captured.

In your case, WooCommerce sends a notification when the status changes to On Hold after 3DS verification. However, if the customer’s bank rejects the transaction, the order remains incomplete.

To send notification emails only when payment is fully captured, you can adjust the email triggers to turn off the On Hold email. Go to: WooCommerce > Settings > Emails > Order on-hold > Manage, then uncheck the option (see the screenshot below).

After making this change, please run a test order to confirm if this resolves the issue.

Let me know if you need further assistance!

Hi Joyaned,

Thanks for replying.

I have looked through this and by default this reply is sent to the customer rather than us, the business.

The issue is that we don’t receive the on hold email but an order complete email when it is not complete yet. Does that make sense?

Thanks again for your help.

Warren

As a follow up there seems to be a bigger issue. This morning there was a ‘new order’ from woocommerce. Looking on the order page and payment processing, it say IPN complete and then ‘Order status changed from Failed to Processing.’ However, the payment was declined from the issuing bank. In this case, there isn’t even a failed order notification from woocommerce. It has become that we have to check every order notification against Stripe. Thanks.

Hello directbrand2020,

Thank you for your reply.

I understand you’re seeing an issue where an order’s status changed from Failed to Processing, despite the payment being declined by the issuing bank.

This is an unusual thing to happen.
Could you provide the Order Notes for this specific order?
You can upload screenshots to https://snipboard.io and share the link here for review.

Additionally, 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.

Looking forward to your response. ??