customers being double charged

Hi @turnkeymaker ,

Thanks for reaching out!

I understand that in some cases, customers are double charged for an order, is that correct?

Have you noticed any pattern for the orders which are being charged twice, other than Stripe being the payment gateway? (i.e.: variable products, subscriptions, downloadable/virtual products, specific items, specific locations, etc).

Could you please find the order which resulted in double charges in your dashboard, and provide us with a screenshot of the Order Notes block? It is located on the right of your Edit Order page, like so:

Snipboard.io can be used for easily sharing screenshots – please follow the instructions on that page, then paste the URL in your reply.

The error log does not have any relevant information relating to the days the issues occur

Although there seems to be no relevant information pertaining to these orders, would you mind sharing the Stripe logs here so that we can take a closer look?

Additionally, please can you share a copy of your sites System Status Report which you can find via WooCommerce → Status. Select Get system report and then Copy for support.

Cheers!

Hi @turnkeymaker

Thanks for sharing the requested screenshots above.

Is there a private section i can share the status message page?

For us to investigate the issue further, we would need the System Status Report. This is a public forum, hence, all data will be publicly available.

I recommend sending the report using a service like https://pastebin.com/ then you can allow some days for the info to be alive while the issue is being checked. (Once the info is removed or deactivated from Pastebin this will not be accessible).

For the past few weeks I have been noticing some customers on the website i manage are being double charged

Going back to your original post here, can you please share further information about this issue?

• How did you know that the customers were double-charged? Like, is there any transaction in Stripe or in WooCommerce that can prove this?
• Were you able to replicate this issue on your end using the same order that has been double-charged and using Stripe Test Mode?

If a screenshot would be helpful, I’d recommend using https://snipboard.io. You can share the direct link to the image as a response to this topic.

Hi,

Sorry for to hear about this.

I understand your point. We typically might ask for screenshots in order to find more pieces of information to investigate.

Can you navigate to WooCommerce > Settings > Payments > stripe > settings > advanced settings > Log error messages? Then enable the debug mode.

Once enabled, please try again to reproduce the issue, and don’t forget to check the error logs that are under WooCommerce > System Status > Logs (if available). That might provide more information about the error. Make sure to disable other payment gateways while you are checking, such as PayPal and the WooCommerce Payments.

Let us know how that goes.

Hi @turnkeymaker

I apologize for the misunderstanding here and if did not convey my requests properly.

I am asking for screenshots for us to identify these double orders. For example, are the double charges reflected on your Stripe dashboard with the same order ID? How about on WooCommerce’s side, is this also reflected too? The Order Notes above did not give further information about these charges, though.

Furthermore, I understand that you were not able to replicate it since the site is on Live Mode. Can you please check if there are patterns to these double-charged orders except Stripe as being the payment gateway? Like, same products, same product type, same shipping address, same customers?

In addition and as requested by @ihereira, please 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.

WooCommerce Stripe Gateway: by WooCommerce – 7.4.0
WooCommerce Payments: by Automattic – 5.9.0

Meanwhile, checking your SSR, I can see that both Stripe and WooCommerce Payments are both active on your site. You can use both at the same time. However, because these two payment gateways are similar, using both is almost never necessary. We highly suggest that you read the following support documentation for your reference:

• Can I use WooCommerce Payments and the Stripe plugin at the same time?
• WooCommerce Payments vs. Stripe Plugin Comparison

Thanks!