View original (French)

WooCommerce: Order from "pending payment" to cancelled

Elodie -  
jordane45 Posted messages 30426 Registration date   Status Moderator Last intervention   -
Hello everyone,

I have installed on a WordPress site, edited with Divi, an e-shop managed by WooCommerce (payments with Stripe).

About 10% of orders automatically switch from "pending payment" to "canceled" with this message: "Unpaid order canceled – timeout reached. Order status changed from Pending payment to Canceled."

The buyer is charged but then sees a refund 24 hours later.

So I don’t receive the money and I don’t understand where this problem comes from... I have had to contact the customer each time to inform them that their order didn’t go through.

Does anyone have a solution?

Thank you in advance!

Have a great evening,

Elodie

1 answer

  1.
    jordane45 Posted messages 30426 Registration date   Status Moderator Last intervention   4 830
     
    Hello,

    I don’t deal with WooCommerce... but generally, this is due to the response (or non-response) of the virtual payment terminal.
    Basically, once the payment is made, the bank's (or payment system's) site must send a "POST" request to a specific URL on your site that serves to validate the payment with your site.
    Sometimes, it fails to reach this URL... either due to an issue with your site's functionality... or the issue comes from their side...
    And so, if the response is not sent, the order status is not changed and remains pending.
    But a scheduled task (a CRON) is responsible for "purging" unpaid orders every X minutes/hours... and is responsible for changing the status of the order to canceled or unpaid on your site.

    As for me, each time I encountered this kind of issue... it came from the payment system... (and in case they tell you otherwise... they should be able to provide you with the payment logs on your site to see if an error message is not being sent to them by your site)

    --
    .
    Best regards,
    Jordane
    0