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Agreement and Troubleshooting Failed Orders
Written by Kathryn Marr on September 2, 2021 Weblog, Sell Online.
When an lodge fails on your site, it can exist frustrating and confusing for both you and your customer. Why didn't it get through? Is there something incorrect with your store? Did the customer fill something out incorrectly? What steps should y'all take side by side?
Nosotros're going to walk you through some of the most common payment errors, why they occur, and how to troubleshoot each ane.
How to notice out why a payment failed in WooCommerce
And so how do you know if an order failed? A customer might reach out to you and let you know that they received an error message when checking out. You might meet a red "Failed" warning in your order dashboard, or y'all might receive an email letting you know an order failed.
Your first stride is to find out the reason that the payment didn't go through. To do so:
- Get to WooCommerce → Orders in the WordPress dashboard (WP Admin).
- Find the order that failed. There will be a ruby "Failed" message next to it, or you can search by client name or guild number. Click the order number to find more than data.
- In the right manus cavalcade, yous'll see a box titled Society Notes with a full list of order details. There, you'll meet the message, "Order status changed from Pending payment to Failed" along with a split up annotation listing the reason.
Common reasons for failed orders and how to troubleshoot them
Let'due south explore some of the most mutual errors you might see in Social club Notes or on the front end of your site. Note that the exact error bulletin that y'all meet will depend on the payment gateway you lot're using. Order notes may besides show an error code specific to your gateway that you can use for research or when speaking to customer support.
The customer'southward card was declined
What error bulletin will you encounter?
The fault message will say something like, "The bill of fare was declined." You may receive more details about what went wrong, such as an invalid CVV code or exceeded transaction limit.
What causes this error?
At that place are a ton of reasons that a menu could be declined: The customer's bank account may have insufficient funds. Their bill of fare may be expired. Their bill of fare may take spending limits that they've exceeded. They may accept entered their data incorrectly.
What steps should you have to resolve the error?
If y'all sell subscriptions, WooCommerce Subscriptions will automatically try the carte again several times earlier changing the status to On Hold. This gives the customer ample time to add together more funds to their banking concern business relationship.
When purchasing any kind of production, customers volition see an error message on the checkout folio, giving them the opportunity to input their data once more or update the credit carte du jour on their account.
If a subscription renewal fails, they'll receive an email notifying them that their payment didn't get through.
For single-purchase products, it's probably not feasible to contact each person and ask them to attempt their purchase again. But, if you have an established human relationship with the customer, you may want to reach out and provide some assist. Even with electronic mail notifications and fault messages, not everyone realizes that their gild didn't go through.
There's an hallmark issue
What fault bulletin will you see?
The error message will say something like, "Authentication required" or "The asking could non be authorized."
What causes this error?
This typically occurs when your site is having problem connecting to your payment gateway. Your account information (similar username and password) may be incorrect, for example.
What steps should you take to resolve the error?
Commencement by double-checking the payment gateway settings in WooCommerce. Confirm that your API key is working and that your username and password are correct. If this doesn't fix the issue, try disconnecting from your payment gateway completely, then reconnecting. If necessary, attain out to your provider'south support squad.
A indistinguishable transaction was submitted
What fault bulletin will you see?
The error message will say something similar, "A duplicate transaction has been submitted."
What causes this error?
This error occurs when multiple transactions with the same information (credit card number, name, address, etc.) are placed within a few minutes of each other. This can happen if someone tries to place the same gild several times in a short time menstruum — a potential indicator of fraud.
What steps should you take to resolve the error?
If a legitimate customer reaches out later on receiving an error bulletin, encourage them to try again in a few minutes. Perhaps they put in their CVV code incorrectly and tried to fix it, inadvertently setting off the duplicate order filter.
If you're seeing these types of errors over and over once again from the same person, it could be fraud. Yous may want to block their IP address or username with a firewall plugin or ready an anti-fraud extension. The good news is that your payment gateway has already stepped in to protect yous!
Your API key is expired
What mistake message will you run across?
The error message will say something similar, "API cardinal expired."
What causes this error?
API keys are used to connect your payment gateway to your WooCommerce store. Typically, you enter them in the payment gateway settings in your WordPress dashboard. This error message can occur if your API keys are entered incorrectly or if your account has been disconnected.
What steps should you take to resolve the error?
Log into your payment gateway and obtain your new API keys — each provider should have documentation on finding these. Then, update them in your WooCommerce settings.
In that location's a site result
What mistake message will you see?
The error bulletin will vary widely. Search for the error lawmaking from your order notes using your payment gateway'south documentation — this will help you lot determine if the problem is with your site.
What causes this error?
Typically, site errors are acquired past outdated software (like WordPress core, themes, and plugins), server issues, or plugin conflicts.
What steps should you take to resolve the error?
Here are a few neat steps to have when troubleshooting. Between each step, test your checkout procedure to see if the error has resolved before trying the next ane.
- Beginning by updating WordPress, forth with all of your themes and extensions.
- Switch to a default theme like Storefront or Twenty 20-One.
- Temporarily deactivate all of your extensions, other than WooCommerce and your payment gateway.
- Check your WooCommerce system status for errors and troubleshoot any that ascend.
- Check your WordPress site health for any potential issues and fix whatsoever that you discover.
If none of those steps fix the problem, accomplish out to i of our Happiness Engineers for support.
How to prevent failed payments
Of course, there is no manner to forbid all failed payments, simply ideally, you lot'd like equally few as possible. Here are a few steps you can accept:
1. Get in simple for customers to update credit bill of fare information
Ensure that customers can update the information on their account if their credit carte du jour is expired or canceled. They can practice this by default with an business relationship, so if you only have guest checkout enabled, y'all may want to also turn on account creation.
You can practise this by going to WooCommerce → Settings → Accounts & Privacy, and checking the box next to "Allow customers to create an account during checkout."
two. Turn on email notifications for failed payments
While electronic mail notifications subsequently a failed order don't prevent information technology from happening, they can help y'all recover the auction. Yous tin can enable these with an extension similar AutomateWoo, which allows yous to set emails when sure triggers occur — like a failed society status.
Or, you could create a follow-up e-mail for failed subscription payments with the WooCommerce Follow-Ups extension. Cull a time frame afterwards a failed payment (like 30 minutes or two days) and add whatever content you'd similar to the email. This is a keen way to inform regular customers who may not know their subscription is on concur. And if y'all include a coupon lawmaking for 10% off or complimentary shipping on their next box, shoppers who planned to cancel may update their payment information and remain a subscriber for years to come up!
3. Regularly exam your checkout procedure
Every once in a while, take the time to go through your entire checkout process and make certain that everything is working properly. This will help you catch potential problems before your customers meet them.
4. Consistently update WordPress, extensions, and themes
By updating all of your software when the latest version is available, you can avoid potential conflicts and gear up bugs before they go an issue. If you don't want to worry about remembering, y'all can enable machine-updates in WordPress or employ a plugin like Jetpack to automatically update everything.
five. Implement fraud prevention methods
If y'all start seeing a lot of indistinguishable payment errors or other signs of fraudulent orders, put some security measures in place across your site. WooCommerce Anti-Fraud automatically detects and prevents order fraud, so they're blocked right abroad.
6. Let customers save multiple credit cards
By allowing customers with accounts to have multiple cards on file, they can quickly switch to some other if they're having problems with one. No need to get off the burrow and hunt for another selection!
To do this, you'll need to use a payment gateway that allows for saved cards, like WooCommerce Payments. Shoppers tin and so choose to save their payment data to their business relationship for future use when checking out.
Don't exist thrown by failed orders
Failed orders are an unavoidable part of running an online store, but doing a picayune maintenance and understanding why they occur can help you forestall them and even turn them into sales.
Accept questions about failed orders? Feel free to inquire in the comments or attain out to our support squad.
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Source: https://woocommerce.com/posts/understand-and-fix-failed-order-status-in-woocommerce/
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