Hi,
I understand you are receiving this message The customer has not entered their payment method.
If the card is requiring the Card authentication and 3D secure, typically a code will be sent to the customer’s phone, if it was the case and the code was not added, I am not sure if this happened, it is a possibility.
To clarify, please navigate to WooCommerce > Settings > Payments > stripe > settings > advanced settings > Log error messages. Make sure the debug mode is enabled and save.
Then you can try to reproduce the same issue, once it happens please go to WooCommerce > System Status > Logs (And check if there is any error log coming from Stripe and let us know). This will provide more information to troubleshoot.
Thanks 🙂
I would think they don’t enter 3d code but there’s just too much of incompleted orders and if it is the case I wonder why stripe can’t report the incomplete reason correctly 🙂 I’ve enabled the Error log now and will wait for another incomplete order. I’m not sure I will successfull to re-create the problem as I’m not using this countries cards to where the store is selling.
Please see the amount of incomplete stripe attempts versus successfull: https://ibb.co/hf6TSH6
I’ve now also disabled the beta version of more modern checkout. Do you think this could have caused problems too?
Hi,
I can understand your point, Stripe works a like a network, where the plugin connects with banks, card issuer companies, etc., making it difficult to figure out what is the exact reason for the error.
I saw the screenshot, thanks for sending it, that is indeed a lot of incomplete orders. Can you please go to WooCommerce > System Status > Logs, to see if there is any error related to this issue, prior to enabling the debug mode?
If there is not an error yet in the error log, please share a copy of your site’s System Status Report: You can find it via WooCommerce > Status. Select “Get system report” and then “Copy for support”.
Kind regards.
Thanks
Should I paste the report here?
I can’t see a log file, just some test.log which is empty
Hello @tiknius,
Yes, you can simply post it here or in a GitHub Gist. Regarding the error logs, it is possible that you have not enabled the extension logs yet. If that is the case, please ensure that you enable logging and then try replicating the mentioned behaviour to generate an error log file.
Additionally, I would like to note if you’ve enabled the New Checkout Experience then this is normal as Stripe will trigger the payment_intent event every time a customer lands on the checkout page. This will result in an “Incomplete” payment status.
This process is crucial for complying with SCA/PDA2 regulations and implementing additional payment methods available in the New Checkout Experience, such as iDeal, Sofort, Giropay, and others.
Consequently, when the New Checkout Experience is enabled, a customer may initiate the checkout process but leave the page without completing the payment.
It is important to note that having incomplete payments does not indicate a problem. It simply means that some customers did not finish the checkout process.
Look forward to hearing back from you.
Hi,
Thanks for sending the system report, I was unable to find issues in the configuration.
Is the issue present with all products or certain type of products (Only simple products, only variable products?).
I recommend to check after disabling the new checkout experience to see if this was causing the issue.
Unfortunately, since the debug logging was not enabled, we haven’t got a complete picture of the possible reasons. If the issue happens again, please provide us with the error logs to take a closer look.
I hope this helps.
Hi, this was a problem to all the products.
I’ve disabled the new checkout experience and it seems the incomplete orders are gone. Well I have less orders in general and most people started to select Paypal when I disabled the New user experience. This new UX looks so much better, will it work normally at some point? From the UX point of you I would prefer to activate it.
Hi @tiknius
Thanks for your confirmation that after disabling the new checkout experience, the incomplete orders are gone already.
I understand that you would still like to use the new checkout experience since it looks better and would like to know if the issue will be resolved after some time, correct?
I checked the Github repository and found a bug report similar to your issue here: https://github.com/woocommerce/woocommerce-gateway-stripe/issues/2573
I suggest you subscribe to the thread to stay updated on any progress. Our developers are actively working on finding a solution, and we hope to include it in the next release.
Thanks!
