This order cannot be paid for. Please contact us if you need assistance.

Hello @captaincrank

The message

“This order cannot be paid for. Please contact us if you need assistance.”

Is not a default message from Woo. This is from your Stripe app.

Our standard message for gateway issues is:

There are no payment methods available. This may be an error on our side. Please contact us if you need any help placing your order.

It appears that Stripe is flagging this order for any possible reason, fraud perhaps, insufficient funds, etc. It’s best to check in Stripe what the actual issue was and you can also see the issue often in the backend of the failed order notes. If all else fails reach out to Stripe for any additional issues.

Thanks for the response. As I noted Stripe logs noted the transaction was “not allowed.” I’ll post this in the Woocommerce Stripe Gateway forum since the notice provided to the customer is not core WC. Have a good day.

Hello again @captaincrank I was referring to you checking the in notes and you can also see in your Stripe account exactly why. Often times it’s for the reasons I’ve stated. You can also check the logs by going to WooCommerce > Status > Logs then for webhook delivery for Stripe to see if any issues and critical errors. If none then the issue lies with the customer’s card. Not your site and not any of the apps.

Stef, I did check the logs before creating this thread. The transaction was declined by Stripe because “transaction not allowed.”

“The bank returned the decline code transaction_not_allowed, and did not provide any other information. We recommend that your customer contact their card issuer, BANK OF AMERICA – COMMERCIAL CREDIT, for more information, or use another payment method.”

My point is customers should not be contacting us when their credit card is declined. Doing so wastes all of our time plus makes it look like our site is broke when it’s not. That’s why I want to change the wording on that vague notice from “This order cannot be paid for. Please contact us if you need assistance” to something along the lines of “Your credit card company declined this transaction. Please contact your credit card issuer for further assistance.”

@captaincrank Add something to your terms or payment page or somewhere where clients can learn not to contact you for declined transactions. That’s a part of the eCom life. The Woo Stripe team may have a hook for that. They’ll have to let you know as we do not support that here. Sorry.

Hi @captaincrank,

I understand your concerns and agree that a clearer message would be beneficial to both you and your customers.

You can indeed customize this message to better suit your needs. To do this, you may need to modify the template file in your theme. The file you would need to adjust is located in the WooCommerce templates folder, under checkout/payment.php.

Please remember to not edit these files within the core plugin itself, as they are overwritten during the upgrade process and any changes would be lost. Instead, copy it into a directory within your theme named /woocommerce, keeping the same file structure.

Please try this and let us know if it helps.