Stripe Incomplete Payments

  • Resolved Candlelite

    (@candlelite)


    1 month, 4 weeks ago

    We are using the Forminator WordPress plugin version 1.49.2 and we have a number of forms used to collect rider entry fees for our charity cycle ride. See the enrol page: https://3ccr.org/enrol/.

    We have a lot of transaction that have paid but we see Incomplete and within the same minute become successful. We also have a lot that are simply Incomplete

    I have checked the 3CCR website and for these transactions nothing is shown on the website as emails being sent. Therefore fortunately riders do not think they have enrolled.

    I have contact Stripe and this is their response:

    When communicating with WPMU DEV, I recommend sharing the following technical details:

    • The plugin should implement both the creation and confirmation steps of the PaymentIntent API.
    • Verification that the plugin is using the latest version of Stripe.js and the current API version
    • Examination of any client-side console errors that might occur during form submission
    • Review of webhook configurations and endpoint reliability

    Any help would be appreciated.

Viewing 6 replies - 1 through 6 (of 6 total)
  • Plugin Support Nithin – WPMU DEV Support

    (@wpmudevsupport11)

    1 month, 4 weeks ago

    Hi @candlelite,

    We are using the Forminator WordPress plugin version 1.49.2

    The latest version of Forminator is 1.51. Any specific reason to not use the latest version? Please do make sure to update the plugin to the latest version.

    see Incomplete and within the same minute become successful. We also have a lot that are simply Incomplete

    Just to be clear, are you referring to all the forms when you say you notice a lot? Or is it with one specific form?

    Please do note that noticing one incomplete payment is expected for each form on its page load. The Forminator plugin works by creating a temporary PaymentIntent and caching it, which allows the plugin to display the available dynamic payment methods to the user until a payment is successful.

    When the user actually proceeds to pay, the plugin creates a brand new PaymentIntent using the final confirmed amount and currency. Once the new PaymentIntent is successfully created and and especially after a successful payment, the plugin cancels or discard the original cached PaymentIntent.

    In short, the plugin uses two separate PaymentIntents: one short-lived preview intent just for showing payment options, and one fresh final intent created at confirmation time for the real transaction. If this is what you noticed for each form then its an expected behaviour.

    Could you please re-check and see if the above is the case you noticed?

    If the above isn’t case and if you still have issues then possible to also share the form export so that we could have a better idea?

    Please check the following doc on how to export a form:
    https://wpmudev.com/docs/wpmu-dev-plugins/forminator/#import-export

    If you are concerned about any sensitive information in the form, then you can duplicate your form, remove any sensitive information, and then export it.

    You can share the export file via Google Drive, Pastebin, Dropbox, or any cloud service in the next reply.
    Looking forward to your response.

    Best Regards,
    Nithin

    Thread Starter Candlelite

    (@candlelite)

    1 month, 4 weeks ago

    We update the plugin and test all forms before we open the website to registrations. We do not update the plugin until the event closes unless we have to. This is to ensure we have a stable and tested platform during the registration period (Feb-Jun).

    All forms we have created for enrollment and payment (5) cause the same problem seen in the Stripe transactions.

    Compared to last year we had very few Incomplete transactions – therefore how you interact with Stripe has changed – and hence why I was concered. According to the method you have descibed of short-lived and final payment then this is what we are experiencing.

    Plugin Support Dmytro – WPMU DEV Support

    (@wpmudevsupport16)

    1 month, 3 weeks ago

    Hello @candlelite,

    Sure, that makes sense if the site is live during an important event. As an alternative, you may create a staging site by cloning the live site to a separate development environment.

    On the staging site try reproducing the same behavior with the incomplete transactions in Live or Sandbox mode. Then test it again after updating Forminator.

    Please share your observations after running these tests on the staging site, and let us know if you have any questions.

    Best Regards,
    Dmytro

    Thread Starter Candlelite

    (@candlelite)

    1 month, 3 weeks ago

    Thank you for your reply. However I do not have the time to do what is actually development for you! I have raised the issue and from your replies it seems the plugin is working as you expect it to – however in the Stripe account, shown transactions are a bit of a mess. For now I consider this issue to be closed.

    Many thanks for your support – much appreciated.

    Plugin Support Williams – WPMU DEV Support

    (@wpmudevsupport3)

    1 month, 3 weeks ago

    Hi @candlelite ,

    I hope you’re doing well.

    Note that while we could try to replicate this behavior, it’s not always replicable on all install and so we tried to ask the site owner to do some further troubleshooting.

    If possible, please let us know if the test mentioned by Dmytro also shows that number of transactions; if it doesn’t, we could check it further to confirm what is causing the wrong behavior.

    To create a Staging you can create a backup and use a plugin like https://ww.wp.xz.cn/plugins/wp-staging/

    Best Regards,
    Williams Valerio

    Plugin Support Nithin – WPMU DEV Support

    (@wpmudevsupport11)

    1 month, 2 weeks ago

    Hi @candlelite,

    Since we haven’t heard from you for a while. I’ll mark this thread as resolved for now. Please feel free to re-open this thread if you need any further assistance.

    Kind Regards,

    Nithin

Viewing 6 replies - 1 through 6 (of 6 total)

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