Payments Failing

Hi @lbbdesigns

The important detail here is what are the order notes showing when the payment for orders fail. You can find those order notes on the order details page.

Sometimes payments fail, not because there is an issue with the plugin but because Stripe has determined the payment shouldn’t be processed.

Kind regards,

So I have spoken with woocommerce, stripe and ran some tests.

The issue is when someone has a failed payment due to say a card error, when they correct the card and then try and pay again that’s when it’s failing. I have been asked by woocommerce to speak to yourselves about the issue.

The error just says card declined at the checkout page when the card doesn’t go through. The customer has spoken to the bank and there are no issues on her card, Stripe said it’s all fine their end.

Hi @lbbdesigns,

Is this a regular order or is there anything special about it such as a subscription trial. Etc.? Is the order total equal to zero on the checkout page?

Kind regards

No they were just renewing their subscription, so they pay an initial fee when they sign up and then an automated payment is taken every month. The card was outdated in this instance, so the user tried to pay via her account on the website with a new card but was declined at checkout. Tried several times with no luck. It’s happened to several clients.

Hi @lbbdesigns,

Do you have a staging site where I can re-create the issue? If you have customers that are changing their payment methods without any issues then it’s most likely a valid card decline and not an issue with the plugin.

It’s normal to sometimes get card declines when accepting payments online. It’s just part of doing business.

Kind Regards,

I don’t have a staging site but I can set one up that you can have access to.

It does seem that if a card fails, the user does get an email to ask them to pay if they follow that link it allows them to pay and it works perfectly.

The issue is if they don’t use / get that email and try to repay straight on the website.

Let me know how you would like me to send the details for the staging site.

Hi @lbbdesigns,

What you described in your last post is not related to the Stripe plugin. That is WooCommerce Subscriptions functionality. WCS manages the renewal order.

It does seem that if a card fails, the user does get an email to ask them to pay if they follow that link it allows them to pay and it works perfectly.

That link is a direct link to the pay for order page on your site.

The issue is if they don’t use / get that email and try to repay straight on the website.

In both scenarios, the customer should be paying the failed renewal order on your site but the way you worded it sounds like they’re not paying on your site in all instances.

I am a bit confused.

Kind Regards,

• This reply was modified 3 years, 8 months ago by Payment Plugins.