Order completed in pending payment state

This topic has 2 replies, 2 voices, and was last updated 10 months, 1 weeks ago ago by Tony Rodriguez

  • Avatar: enderkadir
    September 6, 2023 at 20:44

    Hello best theme designers :),

    I have a problem. We launched our website and started making sales.
    Today, a customer encountered the following error while placing an order;
    When he was about to make the full payment, he closed the screen without entering his card information and the payment was automatically completed 5-7 minutes after making the payment.

    I looked at the payment logs and no payment was made. How could this situation have happened? Any ideas bro?

    1 Answer
    Avatar: Tony Rodriguez
    Tony Rodriguez
    Support staff
    September 7, 2023 at 06:59

    Hello, @enderkadir,

    It’s unfortunate to hear that you’re facing issues with your website. The situation you described could be caused by a few different factors, and it’s important to investigate them to resolve the problem. Here are some steps you can take to troubleshoot this issue:

    Check for Payment Gateway Errors:

    Start by checking the payment gateway you’re using (e.g., PayPal, Stripe) for any error messages or logs related to this specific transaction. Some payment gateways might provide more detailed information about what happened during the payment process.

    Review WooCommerce Settings:

    Go through your WooCommerce settings, particularly the payment gateway settings, to ensure everything is configured correctly. Make sure the payment gateway is properly set up and integrated with your website.

    Test the Checkout Process:

    Test the checkout process on your website to see if you can reproduce the issue. Try adding items to the cart, starting the checkout process, and then abandoning it to see if payments are processed automatically without card information.

    Review Installed Plugins:

    Sometimes, conflicts between WooCommerce and other plugins can cause issues like this. Deactivate any recently installed plugins or those that could affect the checkout process, and then retest the checkout process.

    Review Payment Gateway Logs:

    If the payment gateway you’re using has logs or records, check those for any information related to the failed payment attempt.

    Check for Theme Compatibility:

    It might be the conflict between our theme and your payment gateway plugin. Switch to a default WordPress theme (e.g., Twenty Twenty-Three) temporarily and test the checkout process again to see if the issue persists.

    Contact Payment Gateway Support:

    If you can’t find a solution after checking all the above steps, consider reaching out to the support team of the payment gateway you are using. They may be able to provide specific insights into the issue.

    Remember to back up your website before making any significant changes, and consider doing any troubleshooting on a staging or development site to avoid disrupting your live website.

    Best Regards,
    Team 8Theme

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