Pending payment although paid

Hi @cosmindan22

Thanks for reaching out!

I understand that you’re experiencing an issue with some orders being marked as pending payment on your site, even though they show as paid and successful on Stripe.

I would like to gather further information below:

• Are there any similarities or patterns among these orders? Like, same products, same product type, same categories, same shipping location, same customers?
• Are there any updates or changes made on your site prior to this issue happening?
• If you could replicate one of these orders using Stripe Test Mode and see if this makes any difference or did you reproduce the same issue above?
• Please provide us with a screenshot of the Order Details including the Order Notes as well as the transaction in Stripe’s side

If you don’t already have a screenshot service installed, you can try https://snipboard.io. You can share the direct link to the image as a response to this topic.

Furthermore, I’d like to understand your site properly. Please share your System Status Report that you can find via WooCommerce > Status. Select Get system report and then Copy for support. Once you’ve done that, you can paste it into your reply here.

If you could also provide the fatal error logs (if any) under WooCommerce > Status > Logs.

You could copy and paste your reply here or paste it via https://gist.github.com/ and send the link here.

Thanks!

Hello

I just did a test order and worked with no issues on both sides. I just have 1 paid course on my site and I only collect the customer name and email with no shipping, billing…etc.

I am attaching the requested screenshots. As for the logs I can see that they reveal a lot about my website and honestly I would need a more secured environment to send them and not on a public site.

Thank you

https://snipboard.io/EMW85V.jpg

https://snipboard.io/Ha7svh.jpg

https://snipboard.io/ZDMrYj.jpg

Hello @cosmindan22

Sounds great, that the test order went through without issues, and is indeed what the screenshot you are sending us validate. The customer details that were collected sound OK, for selling online courses, also.

Kindly note that if the issue reappears, we’ll need the store’s System Status Report (SSR) in order to be in a position to assist you further.

Have a great one!

Hello

Yes the test order made it, but as mentioned some other orders are not. Where can I send the status report in a safer way and not here please?

Hi @cosmindan22 ,

It is safe to share this here, however, if there is any information you do not want to share publicly, you can redact that prior to sharing it.

Alternatively, if you prefer, you can upload the system status report by using Pastebin. This way you can provide us with the link, keep the file visible for a few days while we check into the issue and then delete it.

Hope this helps!

Hello

Please check system report here:

https://pastebin.com/xdWrSsyU

And also error log here:

https://pastebin.com/SYyQJTaW

Thank you!

Hello @cosmindan22,

Thank you for sharing the logs!

Everything looks healthy so far, can you please check if you’ve entered the webhook secret properly in live mode?

Link to image: https://d.pr/i/5mmSuA

If that’s not the case, then the issue might be related to the fact that you are not requesting the billing address, which is often overlooked in test mode (where everything works as expected).

Therefore, please try using any workflow or plugin that removes the billing address and try to place a test order while entering all necessary information.

If you still not seeing any progress after doing so, then please enable logging from plugin settings and place another test order. This time, a new log will be generated in WooCommerce > Status > Logs, which should hopefully provide insight into the issue.

Link to image: https://d.pr/i/JPBsU4

Link to image: https://d.pr/i/7GI9xe

Let us know how it goes!

Hello

Here is the Stripe log

https://pastebin.com/nziVguMd

Can I also leave the debug mode on live sales?

Hi @cosmindan22

Thanks for sharing the logs, however, I am not seeing anything suspicious in it.

As you’ve mentioned that the test order using test mode is successful while others are not, can you please try to replicate the same order that is left in Pending Payment status for us to check if this works?

Otherwise, please provide us with screenshots of the Order Details including the Order Notes as well as the transaction on Stripe’s side.

Once we have more information, we’ll be able to assist you further.

Ok I caught an error now. Again 3 orders are not updating the Completed Status from Stripe. Here is the log:

2023-06-04T18:15:45+00:00 CRITICAL Uncaught Error: Call to a member function update_status() on null in /home/djc9ild/public_html/wp-content/plugins/woocommerce-gateway-stripe/includes/class-wc-stripe-intent-controller.php:656
Stack trace:
#0 /home/djc9ild/public_html/wp-includes/class-wp-hook.php(308): WC_Stripe_Intent_Controller->update_failed_order_ajax()
#1 /home/djc9ild/public_html/wp-includes/class-wp-hook.php(332): WP_Hook->apply_filters()
#2 /home/djc9ild/public_html/wp-includes/plugin.php(517): WP_Hook->do_action()
#3 /home/djc9ild/public_html/wp-content/plugins/woocommerce/includes/class-wc-ajax.php(96): do_action()
#4 /home/djc9ild/public_html/wp-includes/class-wp-hook.php(308): WC_AJAX::do_wc_ajax()
#5 /home/djc9ild/public_html/wp-includes/class-wp-hook.php(332): WP_Hook->apply_filters()
#6 /home/djc9ild/public_html/wp-includes/plugin.php(517): WP_Hook->do_action()
#7 /home/djc9ild/public_html/wp-includes/template-loader.php(13): do_action()
#8 /home/djc9ild/public_html/wp-blog-header.php(19): require_once('/home/djc9ild/p...')
#9 /home/djc9ild/public_html/index.php(17): require('/home/djc9ild/p...')
#10 {main}
  thrown in /home/djc9ild/public_html/wp-content/plugins/woocommerce-gateway-stripe/includes/class-wc-stripe-intent-controller.php on line 656

Ok now all orders are not completing ?? Here are more logs for successful transactions:

2023-06-05T14:13:43+00:00 DEBUG 
====Stripe Version: 7.4.1====
====Start Log====
payment_intents/pi_3NFe7vG3VlD6IL1h1jVMb6SM request: Array
(
    [amount] => 999
    [currency] => USD
    [statement_descriptor] => 
    [description] => Order 21419
    [customer] => cus_O1hXhf1KST8EOU
    [payment_method_types] => Array
        (
            [0] => card
        )

    [metadata] => Array
        (
            [customer_name] => xxxx         [customer_email] => [email protected]
            [site_url] => https://xxxx
            [order_id] => 21419
            [order_key] => wc_order_IINxLLCQri6Q8
            [payment_type] => single
        )

)

====End Log====


2023-06-05T14:13:48+00:00 DEBUG 
====Stripe Version: 7.4.1====
====Start Log====
charges/ch_3NFe7vG3VlD6IL1h1yFoPdVG request: Array
(
)

====End Log====


2023-06-05T14:13:48+00:00 DEBUG 
====Stripe Version: 7.4.1====
====Start Log====
Could not find order via charge ID: ch_3NFe7vG3VlD6IL1h1yFoPdVG
====End Log====


2023-06-05T14:13:48+00:00 DEBUG 
====Stripe Version: 7.4.1====
====Start Log====
Stripe PaymentIntent pi_3NFe7vG3VlD6IL1h1jVMb6SM succeeded for order 21419
====End Log==== 

I had to install other plugin as I had too many orders to approve manually and it works with no issues, so somewhere your plugin has an issue. Anyway thanks for your help.

Hello @cosmindan22,

The error points exactly to what you’re describing; the order status is not being updated through the update_status() function.

As you mentioned that you offer courses, could you kindly verify if customers are registering an account during the checkout process for the impacted orders?

You might be experiencing this bug: https://github.com/woocommerce/woocommerce-gateway-stripe/issues/2559

If so, please try disabling the New Checkout Experience from WooCommerce > Settings > Payment methods > Stripe > Manage> Advance settings.

Link to image: https://d.pr/i/5FCqpk

Let us know how it goes! :?)

Hi,

We haven’t heard back from you in a while, so I’m going to mark this as resolved – we’ll be here if and/or when you are ready to continue.

Best.