I have set up the checkout with ‘off line payment’ i.e pay by Bank Transfer. The customer gets an image confirming payment but with “sorry those details can’t be checked at the moment” – the payment has gone into my bank but the order has not come into the website.
The page I need help with: [log in to see the link]
I can understand how concerning it must be that your customer is receiving an error message even though the payment was successfully made.
I tried placing a test order on your site using the Bank Transfer payment method, and I wasn’t able to see any errors during checkout. Everything appeared to process normally on my end.
To help us look into this further, could you please share a screenshot of the error image your customer received? Also, have you been able to replicate the same issue yourself when testing on your site?
https://snipboard.io/ClcgRx.jpg – This is the message my customer received. She paid with the correct account, and my check out is showing what it should. Nationwide have accepted the amount under the description Bank credit Woocommerce Inc. My logs show no communcations to Helen Cruickshank, the customer.
Thanks for sharing the screenshot — that helps a lot 🙏
The message “Sorry, those details can’t be checked at the moment” is not coming from WooCommerce. That’s actually shown by the banking app your customer is using to make the transfer.
Please ask them to contact their bank’s support team for further assistance.
https://snipboard.io/w3Jm8i.jpg I have more information. You are correct – my customer has just contacted me and was paying a bill from 27th August and not through the shopping cart. But now my worry is that there is a payment of £35.15 that has come through to my Nationwide account whose details are WooCommerce (as mentioned above). The snip is the current orders of which none are that amount.
Thank you for getting back to me and for the clarification. I’ve gone through the thread, and it looks like there may have been some misunderstanding.
To explain further: when a customer pays via bank transfer, the payment is made directly to the bank account you’ve provided. Once the funds are received, the money goes into your account, and it’s up to you to confirm the transaction before updating the order on your site.
Since banks don’t communicate directly with WooCommerce, the system can’t automatically confirm that the payment has gone through. An order is generated on your site as soon as the customer chooses bank transfer, but it’s placed in a “processing” state. After confirming payment, you’ll need to manually mark the order as completed—or set it to “cancelled” if no payment was received.
Regarding the screenshot you shared, I wasn’t able to find an order amount of 35.15.
Thank you for that explanation. I understand all of that and have been using direct banking for some time now. However, I have just introduced Woo as a further payment system and the direct banking is now coming through Woo. The amount of £35.15 arrived in my bank account but there is no evidence anywhere of an order coming from a customer (as shown in my snip). If it was an order it would have shown there and there is no other source of money coming in via Woo other than my website. So the problem I am sharing is that Woo has paid money into the account, but no order has shown in my Woo orders or does not appear in my email logs, or in my customer data base on the website. I cannot process an order that does not show (I sent you a clip of the current orders). Where would the order have been stored on my website if it is not listed in the orders? Is there any other way that Woo would send money to my account?
Thank you for sharing these extra details. I’d like to clarify a couple of points so we can understand what’s happening.
When you mention that the payment came through “Woo,” can you confirm if you mean WooPayments (the official WooCommerce payment gateway), or if you’re only using the standard Direct Bank Transfer (BACS) option in WooCommerce? This will help us know whether the money was routed through WooCommerce’s payment service, or whether it was a direct transfer from the customer.
If it was a direct transfer, the funds come straight from your customer’s bank into yours. In that case, WooCommerce itself does not send money into your account. It could be that the customer entered “Woo” or “WooCommerce” in the payment reference/description, which is why you’re seeing that wording on your bank statement. It’s also possible they transferred a slightly different amount than what their pending order showed.
To move forward, could you please:
Confirm whether you’re using WooPayments or just the BACS/Bank Transfer method.
Check with your bank directly to verify the actual source of that £35.15 transfer.
Share a screenshot of the payment description (with personal details blurred) so we can see exactly how it’s recorded on your statement.
Once we have that clarity, we’ll be able to point you in the right direction. If it does turn out to be WooPayments, we’ll guide you on how to contact us directly outside the forum so we can review the transaction logs. If it’s just a direct transfer, then it’s a matter of matching the payment against your pending WooCommerce orders.
Would you like me to help you phrase a step-by-step check for identifying which pending order might match that payment, even if the amount differs slightly?
Thank you for your perseverance! The payments I now accept are these https://snipboard.io/kCyUGM.jpg This takes me to offline payments that take me to ‘direct bank transfer” from which I entered the details here: snipboard.io/LnJoDf.jpg
the first was paid directly by a customer (Beard) and did not come through the shopping cart. She paid by BACS transfer. The second has no reference, no order on the cart and the only source of money from Woocommerce.inc could be from my website. Thus I am confused because some money has been sent but the website has not provided any information about this amount of money or any orders – or indeed any other reason that that money should be sent to me.
I have email logs via wpmail login plugin. I know what orders have come in, what orders have been processed and what orders are completed. The only other email that has arrived is from a webdeveloper attempting to persuade me to contact him for advice!
Thank you for sharing more details about the issue. It seems like you have received a payout from WooPayments. Could you please confirm if you have received any orders through the WooPayments plugin in the past?
In the context of the image, the “Bank credit WOOCOMMERCE INC” entry represents a payout from your WooCommerce store. When you make sales on your WooCommerce site and process payments through their integrated payment solution (known as WooPayments), the funds are collected by WooCommerce. Periodically, WooCommerce will then deposit those funds into your connected bank account.
WooPayments provides all the relevant information about your payouts under Payments > Payouts. Could you please check the payouts page and see if you can find details about this credit? as shown in this image:
Oh – it has all come clear now. It is my ignorance of the system. I have only just introduced WooPayments and there was a pay out for an order that was sent to me on 25th August for £35.82. I didn’t understand the payouts system. That is the first order that has been on that system.
So that payout in my bank was on 1 Sept. Does it take that long for the payout to be sent from Woopayments?
I’m really glad to hear everything has become clear now and that you’ve been able to trace that payout back to your first WooPayments order. It’s always a bit confusing at the start when introducing a new payment system, so you’re not alone there.
To answer your question, payouts from WooPayments typically take 2–7 business days to appear in your bank account. After WooPayments sends the funds, they pass through standard banking networks before they arrive in your account. Sometimes the transfer completes faster, while other times there can be a short delay depending on your bank’s processing times. Learn more about WooPayments payouts here: https://woocommerce.com/document/woopayments/payouts/payout-schedule/
Since we’ve now clarified where the payment came from and why it appeared in your bank, is there anything else you’d like us to help with on this matter?
I’m really glad we could help clear things up for you and that everything now makes sense with WooPayments. It’s great to hear the problem is sorted.
If you ever run into anything else in the future, please don’t hesitate to open a new forum topic — we’ll be happy to assist you again. In the meantime, if you have a moment, we’d truly appreciate it if you could leave a quick review for both:
Your feedback helps us keep improving the tools and also supports other store owners exploring them. Thank you again for your kind words, and wishing you all the best with your store moving forward!
Viewing 13 replies - 1 through 13 (of 13 total)
The topic ‘off line payment’ is closed to new replies.
