Payments are not processed correctly

[Zaky]

Hi,

I’m using the payments plugin in combincation with the ideal support and custom fields support.

For 70% of the payments something goes wrong, causing the status to be incomplete in orders overview while it is marked as completed in stripe dashboard. The thing I noticed is that in the stripe-dashboard it misses the custom fields part. So something is not going ok…

Some statements from the logs that I was able to link to the failing payments:

FAILED
[03/18/2021 8:53:19 PM] – Payment processing started.
[03/18/2021 8:53:19 PM] – Firing asp_ng_process_ipn_product_item_override filter.
[03/18/2021 8:53:19 PM] – FAILURE: Can’t find product with ID 0
[03/18/2021 8:53:20 PM] – Error email sent to ***@*****, from email address used: ****@*******
[03/18/2021 8:53:20 PM] – Redirecting to results page “*************”

SUCCESS
[03/19/2021 6:14:56 PM] – Payment processing started.
[03/19/2021 6:14:56 PM] – Got product ID: 77
[03/19/2021 6:14:56 PM] – Firing asp_ng_process_ipn_product_item_override filter.
[03/19/2021 6:14:56 PM] – Firing asp_ng_process_ipn_payment_data_item_override filter.
[03/19/2021 6:14:56 PM] – The transaction ID of this notification is: py_****
[03/19/2021 6:14:56 PM] – Constructing checkout result and order data.
[03/19/2021 6:14:56 PM] – Firing asp_ng_payment_completed filter.
[03/19/2021 6:14:56 PM] – Firing asp_ng_handle_metadata filter.
[03/19/2021 6:14:56 PM] – Updating payment metadata.
[03/19/2021 6:14:56 PM] – Firing asp_ng_payment_completed_update_pi filter.
[03/19/2021 6:14:56 PM] – Updating payment intent data.
[03/19/2021 6:14:57 PM] – Firing asp_stripe_payment_completed action.
[03/19/2021 6:14:57 PM] – Notification email sent to buyer: ****@****, from email address used: **** <****@****>
[03/19/2021 6:14:57 PM] – Notification email sent to seller: ****@****, from email address used: **** <****@****>
[03/19/2021 6:14:57 PM] – Payment has been processed successfully.
[03/19/2021 6:14:57 PM] – Redirecting to results page “https://****/stripe-checkout-result/&#8221;

I can’t get clearity on this issue, as it happens only with some of the payments. I could not identify a pattern as well. I also don’t know why it’s not able to get the productID.

This is a bit annoying as we need to have contact with customer to send the information of the custom fields manually in a separate email. This introduces a lot of manual work.

[alexanderfoxc]

Hi.

This is definitely shouldn’t work like that, so something is wrong.

First of all, are you using the latest versions of Stripe Payments plugin and add-ons? You might want to install Update Checker plugin for the add-ons: https://s-plugins.com/update-checker-plugin-for-the-addons/

Also, can you provide the URL to the payment page on your site?

[Zaky]

Hi,

Thanks for your reply!

The link to the payment page is [b.link/aanmelden]

I’m using the latest version of the plugin indeed. I had other problems in the previous version (form popup was not showing), but this was al resolved with the latest version.

Regards.

[alexanderfoxc]

Thank you.

Is all the is information filled in by the customers using Latin letters? Or could there be Arabic letters in some fields?

Also, which method is used for failed payments mostly – credit card or iDEAL?

[Zaky]

Hi, no all are latin letters. Our customers only use ideal.

I don’t see in the settings how to disable creditcard option or how to make ideal option the default one.

[alexanderfoxc]

Hi, no all are latin letters. Our customers only use ideal.

Thank you. I will do some more tests and get back to you.

I don’t see in the settings how to disable creditcard option or how to make ideal option the default one.

This is not possible at the moment, but sounds like a good feature. I have created a feature request on this in our inner system.

[Zaky]

Thanks! Let me know if you need any additional info.

[alexanderfoxc]

One more thing: do you have Send Email On Payment Failure option enabled? If so, are you getting any additional info in that email? For example, in debug data, is there any info on custom fields etc?

[Zaky]

Yes, I have enabled it. The mails contain the follow information:

————-
Subject: Stripe Payments Error Details

Note: It is normal for transaction errors like this to happen. For example – if a customer enters an incorrect card number or an expired card details, it will trigger an error.
The customer will be requested to enter valid details for the transaction to proceed.
This email contains some raw transaction data just for the site admin to be aware of the incident.
—–

Following error occurred during payment processing:

Can’t find product with ID 0

Debug data:
asp_payment_intent: pi_1IYd53DgtCExhgyxxxXmrVzJ

[Zaky]

Just to sum up, what seems randomly to happen:

– client fills in the form
– client pays the ideal
– client receives error
– client receives stripe receipt of payment

– in stripe payment is created
– in stripe payment is marked as completed and paid
– in stripe the customer is added
– in stripe the metadata “custom field” is missing.
– in stripe the productId is mentioned

– On our site the order is viewable in orders overview
– On our site the order is marked as waiting/incompleted
– On our site we see the log error “Can’t find product with ID 0” on the failed payments

[alexanderfoxc]

– client fills in the form
– client pays the ideal
– client receives error
– client receives stripe receipt of payment

What kind of error is displayed to the client?

[Zaky]

After payment they are redirected to the stripe default checkout status page (../stripe-checkout-result/) which contains the following error message:

– System was not able to complete the payment. Can’t find product with ID 0

[alexanderfoxc]

Thank you very much, this is helpful.

I have created a special version of Stripe Payments plugin with extended logging functionality. It should help us determine when exactly the things are going wrong during the payment process. When we get this kind of info, we’ll be able to understand why.

Please install this testing version https://s-plugins.com/testing-version/. Don’t get alerted by the “testing” thing, the version is only a bit different from current stable version (2.0.44).

Now, if payment error occurs, the debug log would have the additional info we need. It should also have the info that customer entered to the custom field, so this should help you to process those orders internally as well.

[Zaky]

Ok, I will implement it today and will notify you on new failed payments and add the debug logs.

[Zaky]

Hi,

Please find below the anonymised logs of three payments. One success, and two fails.

[deleted log after checking]

[Author]

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