Hi @srjwebsites!
More than happy to get to the bottom of this with you. Here’s the short version:
If the transaction is not showing up in Stripe, it didn’t happen, and the donor should quadruple-check their card account to make sure.
You are on the right track to check the Stripe webhooks for pending donations on the GiveWP side, as it usually means that Stripe was unable to let the site know that a transaction happened, but in the case of it not happening at Stripe, there’s nothing to *send* over the webhook.
Webhooks are a one-way communication from Stripe to the site, so setting them up after the fact won’t change anything that has happened to that point.
At this point we have to switch to diagnosing what is happening to prevent the transaction going through in the first place. The great news about our Stripe integration (and Stripe in general) is that things are clearly logged on both sides, so when a donation fails for any reason, we log it on the GiveWP side at Donations > Tools > Logs and Stripe logs it on their side as well.
So, here’s the plan:
1. Have the donor triple check that the money really did leave their card/bank account. Just because they got an email from the site saying they donated does not mean that they did. Those emails are triggered by the donation being marked as complete in any way. So if in an attempt to process the donation after the fact, you mark it as complete, a donor will get a very convincing donation receipt email, even though money never left their bank.
2. If you confirm that money did indeed leave their bank account, it had to go somewhere, so check in Stripe, and note that you can connect multiple Stripe accounts to a single site, so there’s a chance that the money is in some other Stripe account connected to the site. The donor’s bank account statement should have an ID number or some other way of tracking that donation/payment that Stripe customer service team (who is filled with fantastic people) can help with.
3. If the money did not leave the bank account (in my experience, this is almost always the case) we still have to diagnose why, and the logs should tell us what is happening there. Reply with the results from the logs, and we’ll keep digging.
Your success with online donations is our number one priority.
