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Agreement and Troubleshooting Failed Orders
Written by Kathryn Marr on September 2, 2021 Blog, Sell Online.
When an order fails on your site, it can exist frustrating and confusing for both you lot and your customer. Why didn't it become through? Is in that location something incorrect with your shop? Did the customer fill up something out incorrectly? What steps should y'all take next?
We're going to walk you through some of the nigh common payment errors, why they occur, and how to troubleshoot each 1.
How to observe out why a payment failed in WooCommerce
So how do you know if an order failed? A client might reach out to you and permit you know that they received an mistake message when checking out. You might see a red "Failed" warning in your order dashboard, or you might receive an email letting you know an order failed.
Your first step is to find out the reason that the payment didn't go through. To do so:
- Go to WooCommerce → Orders in the WordPress dashboard (WP Admin).
- Find the order that failed. There will be a red "Failed" message next to it, or yous tin can search by client proper noun or social club number. Click the order number to find more than data.
- In the correct manus cavalcade, you'll see a box titled Order Notes with a full list of order details. There, yous'll see the bulletin, "Order status changed from Pending payment to Failed" forth with a separate notation 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 Club Notes or on the front cease of your site. Note that the exact error bulletin that you come across will depend on the payment gateway you're using. Order notes may besides bear witness an mistake code specific to your gateway that you can utilize for research or when speaking to customer back up.
The customer's carte du jour was declined
What error message will you see?
The error message will say something similar, "The card was declined." You may receive more details almost what went wrong, such as an invalid CVV code or exceeded transaction limit.
What causes this fault?
At that place are a ton of reasons that a carte could be declined: The customer'southward bank account may have insufficient funds. Their carte may be expired. Their card may have spending limits that they've exceeded. They may accept entered their information incorrectly.
What steps should you take to resolve the error?
If y'all sell subscriptions, WooCommerce Subscriptions volition automatically try the card over again several times before irresolute the status to On Concur. This gives the customer ample time to add more funds to their bank account.
When purchasing any kind of product, customers will run into an error message on the checkout page, giving them the opportunity to input their information again or update the credit card on their account.
If a subscription renewal fails, they'll receive an electronic mail notifying them that their payment didn't go through.
For unmarried-purchase products, it's probably not feasible to contact each person and inquire them to try their purchase over again. But, if you have an established relationship with the customer, yous may want to reach out and provide some assistance. Even with email notifications and error letters, not everyone realizes that their order didn't go through.
There'southward an authentication issue
What error bulletin will you see?
The mistake message will say something similar, "Authentication required" or "The asking could not be authorized."
What causes this error?
This typically occurs when your site is having problem connecting to your payment gateway. Your business relationship information (like username and password) may exist incorrect, for example.
What steps should you lot take to resolve the error?
Starting time past double-checking the payment gateway settings in WooCommerce. Confirm that your API fundamental is working and that your username and password are right. If this doesn't fix the consequence, attempt disconnecting from your payment gateway completely, so reconnecting. If necessary, accomplish out to your provider'due south back up team.
A duplicate transaction was submitted
What error message volition you come across?
The mistake message will say something similar, "A duplicate transaction has been submitted."
What causes this mistake?
This mistake occurs when multiple transactions with the same data (credit card number, name, address, etc.) are placed within a few minutes of each other. This tin happen if someone tries to identify the same lodge several times in a short time period — a potential indicator of fraud.
What steps should y'all take to resolve the fault?
If a legitimate customer reaches out after receiving an mistake message, encourage them to effort once again in a few minutes. Maybe they put in their CVV lawmaking incorrectly and tried to fix it, inadvertently setting off the duplicate order filter.
If y'all're seeing these types of errors over and over once more from the same person, information technology could exist fraud. You lot may want to block their IP accost or username with a firewall plugin or set up an anti-fraud extension. The good news is that your payment gateway has already stepped in to protect you lot!
Your API key is expired
What error message volition you see?
The error message will say something like, "API key expired."
What causes this mistake?
API keys are used to connect your payment gateway to your WooCommerce shop. 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.
There's a site consequence
What error message will yous see?
The error message volition vary widely. Search for the fault lawmaking from your society notes using your payment gateway's documentation — this will help y'all determine if the problem is with your site.
What causes this fault?
Typically, site errors are caused by outdated software (like WordPress core, themes, and plugins), server issues, or plugin conflicts.
What steps should you take to resolve the fault?
Here are a few great steps to take when troubleshooting. Between each step, test your checkout process to meet if the fault has resolved before trying the next 1.
- Start by updating WordPress, along with all of your themes and extensions.
- Switch to a default theme like Storefront or Twenty Twenty-Ane.
- Temporarily conciliate all of your extensions, other than WooCommerce and your payment gateway.
- Bank check your WooCommerce arrangement status for errors and troubleshoot whatever that arise.
- Check your WordPress site health for whatsoever potential problems and fix any that you find.
If none of those steps set the trouble, reach out to one of our Happiness Engineers for back up.
How to prevent failed payments
Of course, there is no way to foreclose all failed payments, but ideally, you'd similar equally few every bit possible. Here are a few steps y'all tin can take:
1. Go far simple for customers to update credit bill of fare data
Ensure that customers can update the data on their account if their credit card is expired or canceled. They can do this past default with an business relationship, and then if you only have invitee checkout enabled, you may desire to besides turn on account cosmos.
You can do this by going to WooCommerce → Settings → Accounts & Privacy, and checking the box side by side to "Allow customers to create an account during checkout."
two. Turn on email notifications for failed payments
While email notifications after a failed social club don't prevent information technology from happening, they can help you recover the sale. Y'all can enable these with an extension like AutomateWoo, which allows you to gear up up emails when certain triggers occur — like a failed society status.
Or, you could create a follow-up email for failed subscription payments with the WooCommerce Follow-Ups extension. Choose a time frame later on a failed payment (like xxx minutes or 2 days) and add whatever content you'd like to the email. This is a slap-up fashion to inform regular customers who may not know their subscription is on agree. And if you include a coupon code for x% 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!
3. Regularly test your checkout process
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 take hold of potential problems before your customers encounter them.
4. Consistently update WordPress, extensions, and themes
By updating all of your software when the latest version is available, yous can avoid potential conflicts and fix bugs before they get an issue. If you don't desire to worry nigh remembering, you tin enable auto-updates in WordPress or use a plugin like Jetpack to automatically update everything.
5. Implement fraud prevention methods
If you first seeing a lot of duplicate 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 away.
6. Let customers save multiple credit cards
By assuasive customers with accounts to have multiple cards on file, they can quickly switch to another if they're having issues with i. No need to become off the couch and hunt for another option!
To exercise this, you'll need to use a payment gateway that allows for saved cards, similar WooCommerce Payments. Shoppers tin can and so cull to save their payment data to their account for futurity use when checking out.
Don't be thrown by failed orders
Failed orders are an unavoidable part of running an online store, merely doing a petty maintenance and understanding why they occur can help you lot forestall them and fifty-fifty turn them into sales.
Have questions most failed orders? Experience free to ask in the comments or reach out to our support team.
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Source: https://woocommerce.com/posts/understand-and-fix-failed-order-status-in-woocommerce/
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