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  • October 26, 2020 at 11:51 pm #1255930
    RMConnection

    Hi Team,

    Ever since updating the theme and Woocommerce to their latest versions, I have been having some payment issues. Right now my payment gateway is unable to only authorize a charge. It is able to charge now, but we have always charged once items are ready to be shipped so this is not ideal.

    When I set it to only authorize, on the customer’s side after hitting “order now” the website refreshes with a red error bar but no error listed. Unbeknownst to the customer, their order has made it through to the backend and looks mostly fine on the backend. Stripe sees the authorized charge but hasn’t charged it yet and we see what they ordered(Perfect). On the backend, no payment information/confirmation information shows. It just shows up as an order and we have to go to stripe to charge the order (Not Perfect).

    1) Any idea why the website might be showing a red bar on the customer’s end after they submit even though it went through fine?

    2) Also, any idea why woocommerce/wordpress doesn’t show any payment confirmation on the backend of the uncharged order? These are both new since updating the theme. Any help on this would be appreciated.

    Best,
    Jeff

    October 30, 2020 at 6:01 am #1256975
    Ismael

    Hey RMConnection,

    Thank you for the inquiry.

    Are you using another extension or plugin for the Stripe payment gateway? Sometimes when we add a product to the cart, we get an error or an alert box saying “Stripe payment is not defined”, which might be related to the issue. And when we try to checkout, Stripe is not available as an option. Did you disable the Stripe plugin?

    You may need to contact the plugin developers for additional assistance.

    Best regards,
    Ismael

    October 30, 2020 at 7:09 pm #1257107
    RMConnection

    HI @Isamel,

    I am using the Webtoffee plugin. I have reached out to them and they are attempting to help I just wanted to be sure that this wouldn’t be related to the theme update I initiated right before this happened. Also, these are good notes to know I did not know all of this.

    Best,
    Jeff

    November 4, 2020 at 7:19 pm #1258398
    RMConnection

    HI @Isamel,

    I checked with our payment gateway manager and this is what they had to say “We checked the site and identified the issue. There seems to be an error related to on-hold order email caused by your theme.” Are you able to dig deeper into this to see what is going wrong?

    Best,
    Jeff

    November 4, 2020 at 8:35 pm #1258434
    RMConnection

    HI @Isamel and team,

    I actually found the issue so we can close this out thank you.

    Best,
    Jeff

    November 5, 2020 at 4:21 am #1258501
    Ismael

    Hi,

    Glad to know that you have found the issue. It would be nice if you could share the fix or explain the cause of the issue for other users who might be having the same problem, or for those who are looking for the same solution.

    Thank you for your patience.

    Best regards,
    Ismael

    November 9, 2020 at 9:57 pm #1259411
    RMConnection

    There was an issue with word press/woocomerce’s ability to send out an email confirming the order. In our child theme php.

    Best,
    Jeff

    November 10, 2020 at 10:48 pm #1259677
    Victoria

    Hi RMConnection,

    Thank you for sharing!

    We are closing the thread.

    If you need further assistance please let us know in a new one.

    Best regards,
    Victoria

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