Payment fails but costumer charged, and order marked as awaiting payment

  • Resolved ricosdias

    (@ricosdias)


    1 year, 3 months ago

    When clients pay on my website, they’re not led to the payment succesful page. instead they receive a notification on the checkout page that the payment was not possible.
    But, I receive the money on the bank account. I then find out the order is marked as “awaiting payment”, but I never receive the email or notification of the order.

    I use SumUp payment gateway plugin. I’ve contacted them but they say they cannot replicate this issue and there’s nothing they can do.

    The page I need help with: [log in to see the link]

Viewing 2 replies - 1 through 2 (of 2 total)
  • xue28 (woo-hc)

    (@xue28)

    1 year, 3 months ago

    Hi @ricosdias

    Thanks for reaching out!

    I understand that when an order is placed on your site, customers are not redirected to the Order Received/Thank You page, instead they received a notification that the payment was not possible. However, you received the money in your bank account. Checking under WooCommerce > Orders, the order status is marked as Pending Payment. Furthermore, you never received the Order Confirmation Email too. Is this correct?

    There are many issues on your checkout page starting from the payment gateway used as well as the email not being sent.

    For us to check what is causing these issues on your site, can you please try to switch to the default Storefront theme and only WooCommerce plugin is enabled, activate Cash on Delivery and create a test order and see if the whole checkout process is successful?

    If so, then this kind of problem is usually caused by your theme or a third-party plugin present on your site. We can run a conflict test to verify this. I’d recommend cloning your site to a staging environment and performing the tests described on this guide without modifying your live site or impacting customers. Many hosts provide staging facilities, so it’s worth checking in with them. It’s also possible to do it using the free WP Staging plugin.

    If this was caused by a third-party plugin present on your site, it would be best to reach out to the developers for further assistance here.

    If this did not resolve the issue, please share your System Status Report, that will help us further troubleshoot.

    You can find it via WooCommerce > Status. Select Get system report and then Copy for support. Once you’ve done that, you can paste it into your reply here.

    If you could also provide the fatal error logs (if any) under WooCommerce > Status > Logs.

    You could copy and paste your reply here or paste it via https://gist.github.com/ and send the link here.

    As for the Order Confirmation Email not being sent to your email, please check first our Email FAQs and see if the troubleshooting tips there resolve your issue here.

    Thanks!

    Plugin Support Rynald0s.a11n

    (@rynald0s)

    Automattic Happiness Engineer

    1 year, 3 months ago

    Howdy.

    We haven’t heard back from you in a while, so I’m going to go ahead and mark this thread as resolved. If you have any other questions please start a new thread.

    Cheers!

Viewing 2 replies - 1 through 2 (of 2 total)
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