Hikashop Stripe unprocessed purchases

Hi,

Well, it could just be that they have a problem with their credit card / bank account and they don't have another one on hand to pay so they abandon.
One thing quite handy is to use the reminder plugin:
www.hikashop.com/marketplace/product/241-reminder-plugin.html
With it, you can send an email to the user after a day or 2 in order to ask him what was the problem and if you can help him. This will allow you to find things you can improve in order to make the experience smoother and rapidly deal with intermittent issues that are hard to uncover.

Another thing I can recommend is to switch or add the Stripe Checkout plugin:
www.hikashop.com/marketplace/product/296-stripe-checkout.html
The money goes to the same place, but the user can pay by many different means on top of credit card. This can improve the conversion.

Hi,

Thanks, this log is the one that explains it.

Look at the two orders: 28449 and 28450 were both confirmed and both served the card page, four seconds apart, for the same amount of 28,80 €. That is the same customer going through the last step of the checkout twice. They paid on the second page, the one their browser ended up on, so 28450 is confirmed and 28449 stays in "Created" forever with no payment against it. Nobody was charged twice, and no card ever reached the first order.

The other detail confirms it: there is no "form not rendered" line for the stuck order. Our debug build reports that six seconds after the page loads if the Stripe form is missing, so if Stripe's JavaScript had been blocked in that customer's browser we would see it. Nothing came back, which means that page was gone before six seconds had passed, not that it failed to load. The customer never saw anything wrong, which is why they never reported it.

The cause is in HikaShop, not in the Stripe plugin. The order form has a guard against being submitted twice, but one path went around it: when a block of the checkout finishes its own request while the final step is still being processed by the server, it submits the form again directly. Your last step takes a few seconds, since the payment, the shipping and the notifications are all called there, and that is the window where it happens. It fits your "at least one a day" exactly, since it needs that timing to line up.

We reproduced it here on a Joomla 6.2 shop by slowing the order creation down on purpose: with the event arriving five seconds into the first submission, two orders are placed for the same amount, seconds apart, exactly as in your log. With the fix, the same test places one.

It is fixed for 6.6.0. The second submission is now ignored while the order is being placed. The same change also repairs another thing you may have seen: after placing an order, coming back to the checkout with the browser button left the order button doing nothing at all.

I've included the patch in the 6.5.2. Download the install package of HikaShop on our website and install it on yours in order to get the patch.