Recurring subscription Apple Pay pending payment

Hi @avdbos,

stays on pending payment and payment failed

An order can only have a single status at any given time. Did the order transition from pending payment to failed?

The first payment and setup of subscription were successful though with that same Amex card, so not sure what might be causing this. Any ideas?

Has anything changed about the Stripe account since that subscription was processed? For example, did you used to accept Amex and recently stopped?

Kind Regards,

Dear mr Clayton, thank you for getting back to me. The order stays in Pending payment but we received 2 ‘Automatic renewal order failed’ emails (Yesterday and day before yesterday).
From the start American Express was not accepted but nevertheless the first payment was done through Apple Pay with Amex, so not sure if this could be the reason of the failed payment.
Another subscription renewal with Apple Pay came through this afternoon, which was linked to visa.

Would it be possible please to remove or hide the website link on the initial post I made?

Hi @avdbos,

Would it be possible please to remove or hide the website link on the initial post I made?

I believe only moderators can do that. I don’t have any control over a user’s posts.

From the start American Express was not accepted but nevertheless the first payment was done through Apple Pay with Amex, so not sure if this could be the reason of the failed payment.

Yes, I suspect that is the reason. If your Stripe account is not set to accept AMEX then the original payment should not have worked. I recommend you contact Stripe and ask how an AMEX payment made it through. That’s not something the Stripe plugin would control.

Kind Regards,

@mrclayton
When a link is provided in the special field “URL I need help with”, it will be shown only to logged-in users (and therefore won’t get indexed by Google).

Thank you Mr Clayton. So, I activated Amex and the client manually renewed the subscription on Friday with a new Amex card, ending on different numbers.(the Amex card is linked and used through Apple Pay) Now that triggered some actions;

1) It generated a new order number, in processing status instead of using the current order pending payment
2) It didn’t update the old card connected to the subscription though, which should be the case according to this document – I see Stripe should be able to do recurring payment method change (https://docs.woocommerce.com/document/subscriptions/customers-view/)
3) The subscription didn’t change to active but is still on hold
4) the original order linked to this subscription didn’t change to failed but is still pending payment, as the credit card linked to this subscription wasn’t updated.

Do you have any idea what might have caused this, and how to prevent this in future?

Thank you,
Anita

• This reply was modified 3 years, 3 months ago by avdbos.

@avdbos,

1) It generated a new order number, in processing status instead of using the current order pending payment

If you didn’t want a new order generated you should have had your customer pay for the failed order which would have resulted in the Subscription’s status changing to active.

2) It didn’t update the old card connected to the subscription though, which should be the case according to this document – I see Stripe should be able to do recurring payment method change

That’s because they didn’t pay for the failed order. Had your customer paid for the failed order then the new card would have been associated with the subscription.

This is all WooCommerce Subscription functionality. The Stripe plugin is coded to respond to events in WCS but the Stripe plugin doesn’t control the creation of renewal orders etc.

If you have a renewal payment that fails, it’s best to have the customer pay for that failed order rather than having them manually renew the subscription. It sounds like you had the customer create a brand new subscription which means it has no association with their old subscription that’s on hold.

Kind Regards,

Dear Mr Clayton, there was no new subscription created, I checked the subscriptions.
For what I understand a customer can pay for their failed order from their My Account area > Subscriptions > click the pay button.

“Clicking the Pay button in the subscription actions or order actions will direct the customer through a normal WooCommerce checkout process to pay for the subscription’s renewal. Once payment is completed for the renewal order, the subscription will be reactivated.” as per the woocommerce document.

This is what is done. No new subscription was created.
When I click the payment retry link from the email sent by Woocommerce it brings me to the same page.

This is feedback I received from a woo expert. Any ideas on this?

Anita You mentioned the client changes the credit card in Apple Pay. Was that card actually charged? Did you receive the payment? (Yes we did)
If yes, then it sounds like a bug; an anticipated scenario. Most likely the issue stems from Stripe.. the reply it sends to WC Subscription is of a new successful transaction.

Hi @avdbos

The Stripe plugin does not tell WCS it’s a new or recurring payment because it is WCS that controls the business logic on when the Stripe gateway should process a payment.

I’m still a little bit confused by your explanation of how the customer renewed their subscription. If they clicked to pay the failed renewal order then a new order should not be created. But the Stripe plug-in has no interaction with that process. WCS calls the Stripe Gateway when a payment needs to be processed. Stripe doesn’t tell WCS to create a new order. The order object is passed to Stripe from WCS so WCS is the plugin of record for that order.

Kind regards

Yes, we are confused ourselves on how this might have happened. Thanks for the explanation about the functionality of the Stripe plugin! We will need to dig further into this matter with the Woocommerce Subscription plugin developer I guess.

Hi @avdbos,

For the renewal payment that failed, do you see any order notes associated with it? I am thinking you might see a note like Customer must manually complete payment for payment method.

If you login to Stripe.com and check your logs for the payment intent associated with that order, what do the logs say?

The Stripe plugin is coded so that when the renewal payment is processed, the payment intent’s status must be “succeeded” or “requires_capture”. If it is neither of those, the renewal payment remains as pending.

I am wondering if the payment intent for that renewal order had some other unexpected status. You can provide your account ID and the order # and I can look up that log entry.

If you want that info private, just contact me via the support button in the Stripe plugin’s settings.

Kind Regards,

Thanks for getting back on this. Which account ID are you referring to?
I had a look at the Stripe plugin settings but didn’t see a support button.

The support button is big and purple and at the bottom of the page of the Stripe plugin settings pages.

The account ID can be found on the API Settings page of the Stripe plugin.

Thanks, I found the help button, not sure why I overlooked it. I’ve send the Account ID. Please let me know if you need anything else. Thanks again for your help, I really appreciate this!