Repeat Payment Failures

  • Resolved Keith

    (@keithrolly)


    4 months, 3 weeks ago

    HI! We have not had the site on long and we appear to frequently have failed payment attempts and this is for customer who are completely legitimate. The error we receive:

    There was an error processing your order. Please check for any charges in your payment method and review your order history before placing the order again. OrderProcessor.php:197 Order status changed from Pending payment to Failed.

    We know in the last case transaction, the customer got his code from the bank, entered the details and it just did nothing and failed. After 3 or 4 attempts with him on the phone it finally just decided to work.

    I have also noticed even using my own card that I know matches my address, that the AVS comes through as a ‘Y’ but yet the Address Match and Postal Match come through as ‘N’. Is this anything to do with it?

Viewing 4 replies - 1 through 4 (of 4 total)
  • Plugin Support Syde Jamie

    (@jamieong)

    4 months, 3 weeks ago

    Hi @keithrolly .

    Thank you for reaching out to us, we are here to help.

    AVS ‘Y’ with individual ‘N’ matches is a common scenario that doesn’t always cause failures. However we require more information to properly investigate the issue.

    Please follow these steps to share your system status report with us:

    1. Navigate to the WooCommerce / Status section in your site’s admin panel.
    2. Click on the Get system report button and then click Copy for support.
    3. Paste the report into our PrivateBin.
    4. After uploading, please share the link here so we can review the details thoroughly.

    Alternatively, to speed up the whole process we suggest you to contact us directly for further assistance. You can open a ticket with our service desk. Here’s how you can request support: Request Support. Please make sure to include the URL of this thread in your ticket for reference.

    Best Regards,
    Jamie

    Thread Starter Keith

    (@keithrolly)

    4 months, 3 weeks ago

    HI, I did the upload link here:

    https://privatebin.syde.com/?38a42fab80e7bbca#Gk2rByHrdp2FterGhyYJT2rssQMbzGDmZCgN7rTvX8sn

    Plugin Support Syde Jamie

    (@jamieong)

    4 months, 3 weeks ago

    Hi @keithrolly,

    Our team responded on another of your request, however it seems we require further information and troubleshooting.

    We suggest contacting us directly for further assistance. You can open a ticket with our service desk. Here’s how you can request support: Request Support. Please make sure to include the URL of this thread in your ticket for reference.

    Best Regards,
    Jamie

    Thread Starter Keith

    (@keithrolly)

    4 months, 3 weeks ago

    I will contact directly on the payment failure issues on this as requested no problem.

Viewing 4 replies - 1 through 4 (of 4 total)

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