Hikashop Stripe unprocessed purchases

Hi,

With the debug turned on in the payment method, you should have information about the problem logged in the "payment log file" in the HikaShop configuration:
www.hikashop.com/support/documentation/5...nfig.html#main_files
So please check what you have there.
Once we have more information about the problem from the log file, we should be able to tell you what the problem is.

Hello,

Please provide more details about your Stripe Connect configuration (you can hide the credentials).

In "End" mode, it is not possible for Stripe Connect to display a "thank you for your purchase" automatically.
The view contains that HTML code but it's with a "display: none" style so that block is only displayed when the Stripe JS confirm the order processing. It means that the customer need to fill the payment form to activate that script.
The only way to go directly to the "thank you" page is with the "checkout" mode.

Regards,

Hello,

Thank you for the screenshots and sorry for the delay.
You wrote :

Among the orders, the status of such an order is Created.

Hello,

Thank you for the screenshots but unfortunately, just a part of the order history does not allow me to understand the situation.
Like I wrote, I also need the payment method attached to the order.
By design, it should not be possible for the plugin to just let the order be created ; so I need to understand the source of the issue, which could be related to restrictions, plugins, etc.

Regards,

Hello,

Please update your HikaShop to the latest version.
The issue is not related to the Stripe Connect plugin ; it's an issue with another plugin which interact with payment plugins.
Latest HIkaShop release contains patchs for it.

Regards,

Hello,

The detail that matters most is the one you mentioned: those customers see the "please wait" / order processing message instead of the credit card fields.

In endpage mode the Stripe card form is built in the customer's browser by Stripe's JavaScript. When the card fields never appear, it means that JavaScript did not run to completion on that page: the form is never displayed, nothing is ever submitted, and the order stays in "Created" with no entry in the payment log. The log is empty precisely because the problem happens in the browser, before any request reaches your server. It also means no payment was taken for those orders.

The two usual causes are a JavaScript conflict with another extension that loads on the checkout page, or Stripe's JavaScript being blocked on the customer side (ad blocker, privacy extension, corporate firewall, or a strict content security policy).

To move forward, could you provide:
- The order IDs of a few of the affected orders.
- For those same orders, whether your Stripe dashboard shows any payment or payment attempt. We expect none, but confirming it tells us for certain that no charge happened.
- Whether this happens for every customer or only occasionally, for some of them.

It would also help us a lot to look at the site directly. Please send us a super administrator access to your website through our contact form, so it stays private, along with one affected order ID. With backend access we can open the checkout page, inspect the browser console on the payment step, and identify what is preventing the Stripe card form from loading.
www.hikashop.com/support/contact-us.html

Hi,

I checked your backend and I can't conclude anything. It works fine for most orders, so I don't think it comes from hikaShop or it would always fail.
The payment log doesn't provide enough information from the Stripe Connect plugin to say much. It would potentially require more debugging information in the log by the plugin. That would require the developer of the plugin, Obsidev, to work on this.
However, even this might not help.

I can see that you have a payment plugin called "Hikashop UPN QR Code Payment Plugin" developed by someone called Sjaeeb Ahamed. This looks like a custom plugin. Payment plugins can potentially hijack other payment plugins so that could be one suspect for why you would get the thank you page directly without seeing the credit card form.

As a simple alternative, I can propose you to try switching to Stripe Checkout:
www.hikashop.com/marketplace/product/296-stripe-checkout.html
It is a new plugin we developed in house for Stripe's latest API and it works great.

Hi,

Ok. Since you don't want to redirect the user for the payment, and you had the problem before adding the UPN plugin, the only thing left is the hard way. I've added extra debugging in a custom version of the Stripe Connect plugin and installed it on your website.
Next time the issue happens, it should hopefully provide more information in the log so that we can better understand what's going on.

Hi,

Thanks, that fragment already tells us two useful things.

For order 26911 the "endpage served" line shows the card page was built correctly on the server: a valid key (pk_live_, method_id 4), the additional data and the notify URL are all present. So HikaShop and the plugin are doing their part.

For the stuck order 26910 the only thing that reached the server is an empty notify (no paymentMethod, no token) and the order stays "created". That means no card was ever submitted from that browser, so no payment was taken. The problem is the Stripe card form not rendering in that customer's browser, which is what we suspected.

But the line that actually names the cause is not in what you pasted. The debug build arms a watchdog: 6 seconds after the page loads, if the Stripe form still has not rendered, it sends back everything we need (whether Stripe.js and the plugin JS loaded, whether they were blocked, any JS error, and the browser). In the log it should look like this:

... - stripeconnect
[diag] endpage form not rendered for order 26910: {"reason":"form_not_rendered", ... }