INTERNAL_SERVER_ERROR issues + Duplicate Charges Created

Resolved richak
(@richak)

6 years, 2 months ago

We have a few isolated cases on the 19th and 21st of March where multiple customers received the following error in their order notes (internal):

“Square Payment Failed (Status code INTERNAL_SERVER_ERROR: An internal error has occurred, and the API was unable to service your request.) Order status changed from Pending payment to Failed.”

After the error, the Square charge was approved within a minute or so and also logged into the customer’s order notes (internal).

We noticed this week that those failed server error charges were actually charged to Square, and we had to refund the duplicate transactions that occurred. Wondering if this has happened to anyone else, or if there’s anything we can do from our end to prevent this from happening again. We aren’t sure if this is an issue with our website or if this was an issue with the Square platform. The duplicate charge was generally processed between 0-2 minutes after the initial charge/failed payment.

@royho @bor0

Viewing 5 replies - 1 through 5 (of 5 total)

TimBHowe
(@timbhowe)

6 years, 1 month ago

Hell, We have been running into the same issue

It is a 2 part problem where

1. Square is charging the card and but sending a 500 error as a response. We have opened a ticket with them and they are aware of the issue but we haven’t had much movement on a solution.

2. The WooCommerce Square plugin will send a second request thinking the first field and send the same request with a different idempotency_key which cases Square to see this as a different request.

Here is our Issue: https://ww.wp.xz.cn/support/topic/idempotency_key-increment-causing-double-charging-in-case-of-false-error-respons/

I’m going to try and make a pull request to the https://github.com/skyverge/wc-plugin-framework which this plugin uses for the payment gateway code to generate the idempotency_key.

But we would love some help on this issue and to get it resolved as soon as possible.

Plugin Support Hannah S.L.
(@fernashes)

Automattic Happiness Engineer

6 years, 1 month ago

Hey there @richak – thanks for reporting this!

Was this an intermittent error a few weeks ago, or is it still happening?

Thread Starter richak
(@richak)

6 years, 1 month ago

@fernashes Hey Hannah, this happened intermittently for a few days in a row from the 19th to the 21st of March

Plugin Support Hannah S.L.
(@fernashes)

Automattic Happiness Engineer

6 years, 1 month ago

Okay, so it happened briefly and then seems to have resolved itself.

Did you have any luck with the pull request here? https://github.com/skyverge/wc-plugin-framework

Otherwise, without being able to replicate it, this is going to be very difficult to troubleshoot. The best thing that I can suggest is to try that PR, or watch the logs to see if it happens again.

TimBHowe
(@timbhowe)

6 years ago

https://github.com/skyverge/wc-plugin-framework/pull/492#event-3319860795

Viewing 5 replies - 1 through 5 (of 5 total)

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