Wrong event generated

  • Resolved hotmoi

    (@hotmoi)


    1 year, 3 months ago

    HI. I’ve got some issue with one of my order yesterday. My customer received a mail confirming his order, and the stocks were reduced, but the payment failed. How can it be possible ?
    i’ve got an event ID but it’s empty when i want some details (as i used to have with stripe).

    How can i find some some details for this order payment ? And could you help me ?

    Thanks.

Viewing 3 replies - 1 through 3 (of 3 total)
  • Plugin Support shahzeen(woo-hc)

    (@shahzeenfarooq)

    1 year, 3 months ago

    Hi there!

    I understand your concern regarding the order where payment failed, but the customer received an order confirmation email and stock was reduced.

    This can happen if the payment attempt failed after the order was created in WooCommerce but before the payment was confirmed. WooCommerce will still create an order and process related actions (like reducing stock or sending emails) if it doesn’t receive immediate confirmation of a failed payment.

    To investigate further, Check the order notes:

    • Go to WooCommerce > Orders and open the specific order.
    • In the order details, look for the “Order Notes” section. You should see system-generated notes that explain the sequence of events, including when the payment attempt was made and why it failed. I would suggest you shared the screenshot of the order notes about the order you are talking about. you can use the folloiwng tool https://snipboard.io to capture the screenshot.

    Also, to find the order payment details, WooPayments provides all the relevant information about your transactions under the Payments > Transactions menu. This page includes information such as the date and time of a transaction, the amount, the fees, the order number, and so on.

    To access the transactions list view, go to Payments > Transactions.

    For more details you can use this article. https://woocommerce.com/document/woopayments/managing-money/#transactions

    I hope this helps.

    Thread Starter hotmoi

    (@hotmoi)

    1 year, 3 months ago

    Hi, it’s in French but here is the screenshot : https://snipboard.io/dwKbSh.jpg

    There is no transaction at all, there is an event that can link to a page with no details : https://snipboard.io/pb8Dct.jpg

    This is why i need you to give more details to me, with private contact (we need privacy on that).

    Cheers.

    Jonayed (woo-hc)

    (@jonayedhosen)

    1 year, 3 months ago

    Hi there,

    Thank you for sharing the screenshot. I understand you’re not seeing any transactions in the WooPayments transaction settings.

    From the order notes, it appears that the transaction failed due to an error stating that the provided payment method failed authentication. To clarify, are your customers being charged successfully, but the order status is still showing as “Failed”?

    This issue seems similar to one previously reported here: GitHub issue #2660.

    Could you please share a full screenshot of the Payments > Overview page? If you don’t already have a screenshot tool, you can use Snipboard.io to easily upload and share screenshots.

    Additionally, reviewing your System Status Report would help us gain more insight into your setup. You can find this report in your WooCommerce dashboard by navigating to WooCommerce > Status, then clicking Get system report and selecting Copy for support.

    Once you’ve gathered this information, please paste it into a Code block in your reply or share it via Pastebin.

    Let me know once you’ve had a chance to check this.

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

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