Customers are receiving an error message at checkout when paying by credit card. The message says “We are unable to process your order, please try again.
We have tested several different payment gateway options (woocommerce square, paypal, simplify) but the issue does not appear to be the plugin. We are wondering if it might be related to our theme.
We are currently using Classico v1.7.1. I see that an update is available for our theme, but I cannot locate the updated version for installation.
Any suggestions are greatly appreciated.Site URL: hidden Theme version: Classico 1.7.1 WooCommerce version: 2.6.4
An update since my last post. We were able to download the zip file for the theme update (v1.7.2), but we are not able to upload it within the Dashboard.
The documentation says to go to go to “8theme Options > Update theme and Upload Classico_Theme_v.x.x.zip file and hit Update theme button”. We do not see the option for “8theme Options > Update theme” in our dashboard.Site URL: hidden Theme version: 1.7.1 WooCommerce version: 2.6.4
We recommend to update the theme via FTP http://8theme.com/demo/docs/classico/#theme_installation_and_upgrade (“2.3. Theme Upgrade”).
Also check if the issue persists only with our theme or default Woocommerce theme Storefront too https://woocommerce.com/storefront/ .
After our last exchange, I updated to the latest theme version and thought that the payment gateway issue was resolved. However, we noticed error messages again today.
I ran numerous tests on both the Classico theme and the WooCommerce Storefront theme. So far, I am only receiving the error messages on the Classico theme. I ran a combination of tests (logged in vs. logged out; check vs. credit card; square vs. paypal) and the error report was inconsistent. If I had to guess, I would say the message appeared ~30% of the time.
Below are screenshots of the two different error messages I have received. I look forward to hearing your suggestions.
I checked the Checkout page and order was received successfully:
Please specify how to replicate the issue.
We ran dozens of tests yesterday and the error message is inconsistent. It appears roughly 30% of the time. The other 70% of the transactions are successfully processed with no errors.
I have included yesterday’s log report from Square for your review.
Sorry, but payment methods are related to Woocommerce.
You should contact their support.
Also refer to these articles:
Over the past several weeks we have run multiple tests and have concluded that the issue is not related to WooCommerce. We are able to accept credit card payments on all of our other themes (Virtue and Storefront, among others) but payments are being blocked when Classico is installed.
I have spent countless hours installing, customizing and optimizing our new Classico theme, but now we cannot use it since payments are being rejected.
I desperately need you to identify a fix for this issue. We love the Classico theme, but the payment gateway error is completely unacceptable. If you are not able to help us fix the issue, we will have to find a new theme (which I sincerely hope is not the case).
Thank you in advance.Site URL: hidden
Have you read this article https://www.sellercommunity.com/t5/Troubleshooting/Resource-Not-Found-while-trying-to-process-a-simple-payment/td-p/8187 ?
We recommend you to contact Square support as our theme doesn’t have any payment configurations, show them error log to investigate this issue.
We contacted Square and ran numerous scenarios, testing all of our plugins against various themes. After thorough testing, we have concluded that the issue is related to the Classico theme. Below is detailed information regarding the testing.
The Square developer we spoke with received the following error message. http://cld.wthms.co/Awu3/4QV5L6Rf
He recommended we disable all plugins excluding Woocommerce and Square, and activate the storefront theme. After doing so, both Square and Simplify payment gateways accepted credit card transactions without any errors. We retested with all plugins active on the Storefront theme and, again, both Square and Simplify payment gateways work fine.
We changed the theme to Classico with only Woocommerce and Square plugin active and we received error messages from both payment gateways. Below are the error messages we received when checking out by credit card.
—Square Error: Square was unable to complete the transaction. Please try again later or use another means of payment.
—Simplify Error processing checkout. Please try again.
As Square is a 3rd-party plugin, its configuration isn’t included in our basic support scope.
Please contact our developers via this form https://www.8theme.com/customization-services/ and provide your credentials.
I misspoke earlier. I should have asked which “payment gateway” options are compatible with Classico’s base theme.
Classico is advertised as the number 1 WordPress theme for WooCommerce, so imagine there are at least a couple of payment gateway option that would work with our current theme. We would like to find a solution that does not involve customizing the site.
You can try to use this plugin https://wordpress.org/plugins/stripe-for-woocommerce/ to take payments via credit card.
We installed the Stripe for WooCommerce plugin and tested it using several scenarios. Unfortunately we received the same error message using Stripe. We deactivated all other plugins (except Stripe) and the error message persists. When we activated the Storefront theme and Stripe, the error disappeared and credit cards were processed without any issues.
FAQ on Stripe Plugin:
A quick update. The earlier tests were using a different WooCommerce plugin (https://woocommerce.com/products/stripe/).
We tested again using the plugin you suggested (https://wordpress.org/plugins/stripe-for-woocommerce/) and we got the following error messages. We tested this using multiple cards, but continued to receive the error message.
• Credit Card Number is a required field.
• Credit Card Expiration is a required field.
• Credit Card CVC is a required field.
This is a known problem. Please read here:
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