Unpaid order cancelled – time limit reached. But payment was made

  • Resolved uabernardo

    (@uabernardo)


    4 years, 3 months ago

    Hi,

    What is happening on my website.
    One of my customers has made an order but on the Woocommerce orders panel it says”cancelled”.

    I can see the following:
    Unpaid order cancelled – time limit reached. Order status changed from Pending payment to Cancelled.

    The Customer is complaining that the money was taken from his bankaccounts by Stripe. He send me the proof of the payment by his bank. In the Stripe dashboard I can see that the customer was created without any payments.

    *No he did not pay with paypal , but with IDEAL.

Viewing 4 replies - 1 through 4 (of 4 total)
  • Plugin Support Tseten a11n

    (@tibetanitech)

    I understand one of the customer’s order was cancelled with error time limit reached. However, the customer was charged but the payment is not updated in your Stripe, you only see the customer details in Stripe.

    To better understand what’s happening, I’d like to take a look at your site’s fatal error logs.

    To find the generated logs:

    1. Go to WooCommerce > Status > Logs
    2. In the top right corner, open the drop-down and select the latest fatal error log, then click view to load it. Here’s what that looks like:
    https://d.pr/i/yCVcav
    3. Copy/paste the log into your response so we can take a look.

    Thread Starter uabernardo

    (@uabernardo)

    Hi,

    I dont have any logs, because I didnt turn it on at the first time. Now I have set the option for logging for future orders on.

    Situation now is that my customers ordered twice the product he paid and was taken from his bank account. I can not see the payment in stripe. I can see the user in stripe but not the payment.

    Plugin Support Tseten a11n

    (@tibetanitech)

    It is great that you’ve enabled the Stripe logging now as it will help in future troubleshooting if this kind of behavior happens again.

    Please contact us at WooCommerce.com > My Account > Tickets. You may need to create an account before you can access that page.

    Please include a link to this forum thread, so that we can keep track of what’s already been done.

    We will be able to help you further there.

    Plugin Support Tseten a11n

    (@tibetanitech)

    We haven’t heard back from you in a while, so I’m going to mark this as resolved – if you have any further questions, you can start a new thread.

Viewing 4 replies - 1 through 4 (of 4 total)
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