Wanting to understand how an order can register in system without payment

  • Resolved inspired888

    (@inspired888)


    1 year, 9 months ago

    Hello,

    I’ve worked with a lot of Woocommerce sites, and have a lot of experience with it in general. Today I came across something I’ve not seen before.

    A customer tried 8 times (6 on one day, and 2 the next day) to place an order. I have not had communication with the customer (trying to, but still waiting) to understand what happened on his side. But each order showed up in Woocommerce, and each automatically changed to a “Cancelled” status after 60 minutes.

    I am aware that will occur when the default setting of 60 minutes is in the stock holding feature. So I have now turned that off. But what I am trying to understand is how they orders even registered in Woocommerce in the first place.

    On this store payments are authorised, and not captured. But that still requires completing the payment process during checkout. And that will result in an order with an On-Hold status, and that will not automatically change to “Cancelled” if the stock hold feature is on (and set, for example, to “60” minutes).

    Essentially no payment processing has taken place. The store only has Stripe, and nothing registered in the logs on Stripe. So it seems to me the customer never completed an order (no payment info was provided).

    Any thoughts or suggestions?

    Thank you,

    Jonathan

Viewing 3 replies - 1 through 3 (of 3 total)

  • Howdy @inspired888

    Wanting to understand how an order can register in system without payment

    Thank you for reaching out about that. From what I gather, only the WooCommerce Stripe Payment Gateway is enabled as a payment gateway at said WooCommerce store and, even though a customer tried 8 times to place an order, nothing registered in the plugin’s logs. Correct?

    To help you further, I’d like to understand more about your setup.

    Could you please send me a copy of your site’s System Status? You can find it via WooCommerce > Status. Select Get system report and then Copy for support.

    Once you’ve done that, you can paste the text in https://gist.github.com/, or https://pastebin.com/, and feel free to change/remove your site URL in the report for privacy reasons.

    You can paste the Gist/Pastebin link here in your reply, once you have that.

    Also, could you please navigate to WooCommerce > Status > Logs and from the dropdown on the right side, please see if there are any logs starting with the words fatal-error.

    If so, please select View and copy and paste them into your reply here.

    I’ve worked with a lot of Woocommerce sites, and have a lot of experience with it in general. Today I came across something I’ve not seen before.

    Because of mentioning that, I’ll go ahead with linking to the “Testing for plugin/theme conflicts” documentation, as that would be a good idea.

    Otherwise, if you feel that this is rather related to another plugin, after inspecting the threads started in the last month or so, feel free to get in touch with its support channel.

    Looking forward to hearing from you!

    Thread Starter inspired888

    (@inspired888)

    Hi Pepe,

    Thanks for your support.

    About 30 minutes ago, prior to seeing your response just now, I resolved the issue. Your response certainly would have led me to the same result, as the error was in the error logs.

    It was caused by a minor coding glitch in a function I added some time ago. The function was coded to make a record of the customer’s referring URL when the order is placed. Because of the glitch, it meant the order would be registered in WC yet payment would not complete. The message, “Error processing checkout. Please try again.” was displaying after order submission. And any additional attempts to submit the order would create another order with the same payment pending status.

    Problem solved.

    Thanks very much. I appreciate you.

    Jonathan

    Roxy

    (@roxannestoltz)

    Hi @inspired888 ,

    Glad to hear this is sorted, and great work on finding the conflicting function!

    Since this has been resolved, feel free to create a new topic should you need any further help.

    Cheers!

Viewing 3 replies - 1 through 3 (of 3 total)
  • The topic ‘Wanting to understand how an order can register in system without payment’ is closed to new replies.