Webhoops Paypaments problem -orders on Prestashop are not created when customer will not click back to shop, or close the payment window

202-ecommerce / stripe_official

After years of hard work with Stripe connector for PrestaShop, 202 ecommerce stop the development of Stripe module on January 9th 2023. Thanks for all contributors that help us!

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Webhoops Paypaments problem -orders on Prestashop are not created when customer will not click back to shop, or close the payment window #80

Closed adamus007p closed 3 years ago

adamus007p commented 3 years ago

TL;DR When customer make a payment using non card method (Sofort, P24) and will not click back to shop there is no order on Prestashop side.

I had from time to time customers who paid me money. I can see it on Stripe dashboard but there was no order on Prestashop side. No order, no error, nothing.

Some customers are too fast and will not wait or click back to shop and there is problem that there will be no orders on Prestashop.

I think that this is important problem.

To reproduce the order

start any order (not using a card)
after successful order do not click back to shop or do not wait, just close the window
result: on stripe side you will get a money, but there will be no order on prestashop side

I had a many customers like that as I finally figure out that is the problem.

mribeiro202 commented 3 years ago

Hello @adamus007p ,

Thank you for your issue, we are currently working on this problem. I recommend that you contact the support team so that they can provide you with help. Here is the link to access it ==> https://addons.prestashop.com/en/contact-us?id_product=24922

Have a nice day

adamus007p commented 3 years ago

@mribeiro202 are you from 202-ecommerce - the developer of Stripe module?

The link is not working. You can also open a ticket on Prestashop site too.

I have report I think quite important bug. I see that handling webhooks and errors in your module is quite poor.

Have a nice day

testing-nerd commented 3 years ago

I'm facing a similar problem with card payments too! The order is created, but the products remain in the cart until the customer clicks the back button, goes to the home page or refreshes the page. I'm using Prestashop 1.6.1.24.

adamus007p commented 3 years ago

I have got from Stripe a fix, but I did not test it.

https://addons.prestashop.com/attachment/community/806/610bb01ee35dc.zip

if you know and you are advanced user you may test it too.

Please make a backup of database and old module

I make all test on test copy of the shop.

I will check this in this week. At this moment I move a shop from 1.6 to 1.7 for my customer.

@testing3-apps do you have a similar problems with Paypal or other payment modules?

testing-nerd commented 3 years ago

@adamus007p Thank you so much, I'll test it today and let you know if it works. I'm using an old version of the PayPal module and it's working perfectly fine with Prestashop 1.6.1.24.

testing-nerd commented 3 years ago

I just tested the provided version, unfortunately, it didn't work. I'm having the same problem, the order is created successfully and I received the confirmation email, but the products remained in the cart. they disappear when I click the back button, go to the home page, or refresh the page.

barbwire commented 3 years ago

I am having the exact same problem, any news on this issue? This is a quite important thing to solve quickly…

Ashley-Butcher commented 3 years ago

Having this same problem and it's not helping customers have confidence. Once again we switch Stripe off and move back to other payment brokers!

What we are seeing is for anything through Stripe the orders become abandoned carts, but we see the payment for the order in the Stripe dashboard but we need to "capture" them. We are doing the best we can to "capture" them and then manually convert the abandoned carts into orders but it requires talking to the customer first.

Likely related to issue 77 and issue 71?

adamus007p commented 3 years ago

@Ashley-Butcher do you have any alternatives?

I report this problem to developer and when I will have an update I will write here too.

Ashley-Butcher commented 3 years ago

@Ashley-Butcher do you have any alternatives?

@adamus007p I'm based in the EU, so we also use Mollie because it's cheaper for domestic debit cards and SEPA transfers, but we prefer Stripe for the credit card processing because of the rates. Whenever we've had problems with the module we switch off Stripe and enable credit card processing through Mollie. In the end, it's cheaper than checking for orders to capture, contacting customers and manually creating orders from "abandoned" carts.

The number of problems with the stripe module lately does nothing but tarnish Stripe's reputation since they badge this as the "official module" but the QA is very poor, especially in multistore environments.

Good luck :) Let's see what 2.3.6 is like now that it has been officially released.

adamus007p commented 3 years ago

I can confirm that problem with web hooks has been fixed. Please update to the nee version.

Of course remember to back a backup and test it in test environment.

One thing it that the product will remind it the card for a long moment and can confuse the customer. Do you have the same problem?

mribeiro202 commented 3 years ago

Hi @adamus007p

Regarding the problem you describe for the shopping cart, sometimes the webhook response is slower than the redirection to the confirmation page. So the cart stays full and empties once the webhook sends its response.

We know this is a problem and we are working on a fix for a future version.

Since your initial problem is solved, I'll close this issue. Don't hesitate to contact us again if you need help.

Have a nice day.