SOFORT charge request is not carried out

  • Resolved mmtomm

    (@mmtomm)


    3 years, 1 month ago

    Hello,

    it occured twice since 3 weeks that a sofort payment kept in the status ‘pending’ because the plugin missed to send a charge request although a source.chargeable webhook was received. In one case the payment was refunded to the customer for the other one I wait since 3 days.
    It happens occasionally. Other sofort payments are handled as expected, they usually change the status after one day into ‘processing’.
    Stripe support told me to get in touch with the developer of the plugin. They told me:

    Looking into the event, it appears that the source became chargeable as of 10/05/21 which means that the customer has already authorized the SOFORT payment.
    The reason why the payment is still pending after the source transitioned into a chargeable state is because this transition happens asynchronously. This means that you need to make a charge request to complete the payment.
    Because Sofort is an asynchronous payment method, the Charge object’s status remains in a pending state for up to 14 days from its creation (also known as the cut-off date).
    I can confirm that this charge was created via your third party plugin – WooCommerce https://dashboard.stripe.com/logs/req_XxXxXx
    (07:23:03 AM): In this case, please reach out to them in order to see how they’d be able to make a charge request to complete this payment, following the guidelines here: https://stripe.com/docs/sources/sofort#make-a-charge-request-using-the-source

    Looking into the wc-status logs nothing noticeable appears and the webhooks are configured correctly according to the documentation here (otherwise all sofort transactions would have failed).

    Capture charge immediately is active of course.

    1) Why does this happen?
    2) Can I trigger the carge request manualy for this order?

    Thank you
    Tom

    • This topic was modified 3 years, 1 month ago by mmtomm. Reason: supplement
Viewing 7 replies - 1 through 7 (of 7 total)
  • Plugin Support con

    (@conschneider)

    Engineer

    Howdy,

    Thank you very much for the detailed info and sorry for the hassle here.

    Capture charge immediately is active of course.
    1) Why does this happen?

    Very hard to say without being able to reproduce this at will. You mention it only happens occasionally so my best guess would be: server is sometimes overloaded or cache is making a mistake.

    WooCommerce attempts to log any fatal errors. You can find these under WooCommerce > Status >> Logs (click on the tab). After clicking on the logs tab examine the dropdown on the right for any “fatal-errors” entry.

    Is there anything logged?

    2) Can I trigger the carge request manualy for this order?

    Not unless this was a subscription renewal payment. I am afraid your customer must place the order again.

    Kind regards,

    Thread Starter mmtomm

    (@mmtomm)

    Hi,

    no, as already mentioned, there are no suspicious entries and no fatal-error at all in the logs. I also looked at those daily logs woocommerce-gateway-stripe-… where the bespoke transactions are logged – nothing abnormal there as I can see.

    We also do not see any server overloads during the timeframe where these transactions happened – no irregularities occured.

    Thank you
    Tom

    Plugin Support con

    (@conschneider)

    Engineer

    Hi Tom,

    Thanks for double checking. You mentioned that:

    for the other one I wait since 3 days.

    So in the end the payment did arrive, correct? In that case I assume it is probably something out of our reach (maybe SOFORT had a hiccup, maybe the transaction was flagged for manual inspection).

    That is all I can think of currently. If you want you can open a ticket with us via: https://woocommerce.com/my-account/create-a-ticket/ and we can take a look with you, but it sounds like you have already inspected every relevant aspect.

    Kind regards,

    Thread Starter mmtomm

    (@mmtomm)

    Hi,

    one of the two transaction was refunded to the customer because the plugin did not make a charge request!
    Fortunately the customer did a BACS so we got the money in another way.
    But not all of the customers may be kind enough to make the transaction again.

    Plugin Support Nicholas E. – a11n

    (@nicholasje)

    Hi @mmtomm,

    I understand that this could be an issue if it were to occur again.

    Please open a ticket with us at https://woocommerce.com/my-account/create-a-ticket/.

    Be sure to reference the URL of this forum topic and it would be great if you could share your current System Status Report when you do so. You can get it by navigating to the WooCommerce / Status section of your site. Once there, click on the Get system report button and then copy it by clicking on the Copy for support button.

    Screenshots of the order notes of this order in specific and an order from the past where everything behaved as normal would also be helpful for us!

    I’m going to mark this thread as resolved as we will continue helping you via support ticket.

    We look forward to investigating and getting this sorted!

    Thread Starter mmtomm

    (@mmtomm)

    https://woocommerce.com/my-account/create-a-ticket/

    I tried creating my support ticket with putting a lot of effort into preparing the log files for privacy and writing tons of usefull information – pushing the send button and my post was lost, missed to copy it to the clipboard.

    no more tickets for today ??

    • This reply was modified 3 years, 1 month ago by mmtomm.
    Plugin Support Niall a11n

    (@wpniall)

    Hi @mmtomm,

    I’m sorry to hear you had trouble submitting the ticket ?? We’ve now received your ticket and will help you out there.

    Thank you!

Viewing 7 replies - 1 through 7 (of 7 total)
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