• Resolved deza90

    (@deza90)


    Hi,

    I am having some issues with the SOFORT payment method. This is the use case:
    1. Customer selects SOFORT as payment method
    2. Is confirming it’s payment (in my case Stripe’s test environment)
    3. Get’s redirected to the confirmation page with a message:

    Unfortunately your order cannot be processed as the originating bank/merchant has declined your transaction. Please attempt your purchase again.

    4. Shortly after Stripe confirms the payment and the order switches from failed to processing. In the test environment this takes roughly 3 minutes, while in a production environment the payment success event send from stripe may take a couple of days.

    The issues is that the customer believes that the payment did not go through and may order again. While in the meantime the bank account is charged.

    Is there anyway to have this payment method automatically go to on-hold status rather than failed?

    I am using another Stripe plugin for my other stores and that’s how the SOFORT payment and any other asynchronous payment methods, which rely on the succeeded status, are handled.

    Looking forward to hearing back from you.

    Best,
    Den

    • This topic was modified 4 years ago by deza90.
    • This topic was modified 4 years ago by deza90.
Viewing 10 replies - 1 through 10 (of 10 total)
  • Plugin Author Payment Plugins

    (@mrclayton)

    Hi @deza90,

    The Sofort payment method by design is supposed to set the order status to on-hold as long as the payment does not fail.

    Can you clarify at what point you’re seeing the error message Unfortunately your order cannot be processed as the originating bank/merchant has declined your transaction. Please attempt your purchase again..

    I created test order #6742 on your site and Sofort worked perfectly for me. I was re-directed to the Sofort confirmation page and once I confirmed I was redirected to the thank you page on your site.

    Kind Regards,

    Thread Starter deza90

    (@deza90)

    Hi @mrclayton,

    Thank you for offering such a fast support here.

    The message will appear on the confirmation page after confirming the test payment on stripes test platform.

    This might be a theme related issue. However I believe when the customer is redirected to the confirmation page the order is still in the status failed (see order notes below). I am not sure if this is the regular payment process for SOFORT.

    I was looking into your test order. In your case the order notes are as follow:

    Charge.succeeded webhook received. Payment has been completed.
    Mar 14, 2021 at 7:13pm

    Order charge successful in Stripe. Charge: py_1IUzKBDvSWQOCvdFv85dCR7O. Payment Method: Sofort
    Mar 14, 2021 at 7:13pm

    Order status changed from On hold to Processing.
    Mar 14, 2021 at 7:10pm

    Charge py_1IUzKBDvSWQOCvdFv85dCR7O is pending. Payment Method: Sofort. Payment will be completed once charge.succeeded webhook received from Stripe. Order status changed from Pending payment to On hold.
    Mar 14, 2021 at 7:10pm

    Error processing payment. Reason: The source you provided is not chargeable. Order status changed from Pending payment to Failed.
    Mar 14, 2021 at 7:10pm

    I also like to add that when you were running the test there might have been a custom function in the function.php

    //=================================================================================================================
    //  Since Paypal and Credit Card payments are confirmed right away, asynchronous methods (e.g. SOFORT) 
    //  can take up to 14 business days to confirm the success or failure (0.2% of all orders fail) of a payment. 
    //  
    //  Therefore we auto complete all WooCommerce orders with the thank you hook. 
    //=================================================================================================================
    /*add_action( 'woocommerce_thankyou', 'custom_woocommerce_auto_complete_order' );
    function custom_woocommerce_auto_complete_order( $order_id ) { 
        if ( ! $order_id )
            return;
    
        $order = wc_get_order( $order_id );
    
        // If order is "on-hold" update status to "processing"
        if( $order->has_status( 'on-hold' ) ) {
            $order->update_status( 'processing' );
        }
    }

    I have removed the function for now.

    Is this related to the plugin/stripe or something else wrong here?

    Best,
    Den

    • This reply was modified 4 years ago by deza90.
    • This reply was modified 4 years ago by deza90.
    Plugin Author Payment Plugins

    (@mrclayton)

    Hi @deza90

    Can you please provide step-by-step instructions on how I can re-create the error that you are seeing on the thank you page? I have not been able to reproduce on your site.

    Everything in the order notes looks correct except for that one error message stating that the source is not chargeable. That very well could be a result of your custom function. Now that you have removed that custom code can you create another test order and see if that message appears in the order notes?

    I do not believe this is an issue with the plug-in. We have a lot of users that use Sofort and I don’t have any reports of this type of behavior.

    Kind regards,

    Thread Starter deza90

    (@deza90)

    Hi @mrclayton,

    Steps to re-create:
    1. Place item in cart
    2. Go to checkout
    3. Use billing address for Germany
    4. Select SOFORT as payment option
    5. Confirm payment by clicking “Sofort”
    6. Click Authorize Test Payment on Stripe’s test site
    7. Redirect to confirmation page with failed payment.

    Here’s what I just found out by writing down the step by step guide. If the payment is authorized really fast on the stripe page (step 6). The payment will show as failed on the confirmation page. I was taking some more time just now to write down the step, and in this case the new test order I just created went through properly.

    In production there would have been enough time gone by due to the customer’s input to confirm the SOFORT payment.

    I’d love to hear your thoughts on this.

    PS: I’d love to add that I actually had customers before who explained the same issue to me that the payment was showing as failed but I could see on my side that the payment went through. But not sure if it’s related to this issue here.

    Best,
    Den

    • This reply was modified 4 years ago by deza90.
    Plugin Author Payment Plugins

    (@mrclayton)

    Hi @deza90

    Before I share my thoughts can you confirm that you have removed all custom code that affects the order status?

    Kind regards

    Thread Starter deza90

    (@deza90)

    I have already removed the code from the function.php earlier just in case you test again.

    Plugin Author Payment Plugins

    (@mrclayton)

    @deza90

    On the Sofort confirmation page when the redirect is occurring are you clicking the blue button that says click to return to merchant or are you allowing the redirect to take place without clicking the button?

    It looks like what is happening is in test mode Stripe is not updating the status of the charge before the redirect is occurring.

    Thread Starter deza90

    (@deza90)

    @mrclayton

    Yes, I was always waiting for stripe to do the redirect.

    I have actually talked to Stripe regarding this matter earlier today. They will have someone from the tech team contacting me any time soon in this matter. I will bring this up to see if they can confirm that.

    As of now, I believe that the processing times are much slower on their test environment than on production servers. I had similar issues with PayPal before. The odd thing is that I would expect Stripe to only redirect once they have handled the request on their side.

    Thread Starter deza90

    (@deza90)

    @mrclayton

    Thank you for your support in this matter and also for this great plugin. I have tested most of the available stripe plugins and yours is by far the best =)

    I will let you know once I talked to Stripe and if they can confirm in this matter. I will also do some more testing in production to make sure that everything is working as intended.

    Best,
    Den

    Plugin Author Payment Plugins

    (@mrclayton)

    Hi @deza90,

    Sounds good I will wait for an update from you. I’m glad that you are liking the plug-in.

    Kind regards

Viewing 10 replies - 1 through 10 (of 10 total)
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