We Donã¢â‚¬â„¢t Seem to Recognize That Order Number or Zip Code Please Double Check and Try Again
Understanding and Troubleshooting Failed Orders
Written by Kathryn Marr on September ii, 2021 Blog, Sell Online.
When an order fails on your site, information technology can exist frustrating and disruptive for both you and your customer. Why didn't it go through? Is there something wrong with your store? Did the customer fill something out incorrectly? What steps should you lot take side by side?
We're going to walk you through some of the almost common payment errors, why they occur, and how to troubleshoot each one.
How to observe out why a payment failed in WooCommerce
Then how practice you know if an social club failed? A client might achieve out to yous and let yous know that they received an error message when checking out. You might come across a red "Failed" alarm in your social club dashboard, or you lot might receive an email letting y'all know an order failed.
Your first pace is to detect 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 ruby "Failed" message next to it, or you can search past client proper name or gild number. Click the gild number to find more data.
- In the correct hand column, yous'll come across a box titled Order Notes with a total list of order details. In that location, you'll see the message, "Lodge condition changed from Pending payment to Failed" along with a dissever notation listing the reason.
Mutual reasons for failed orders and how to troubleshoot them
Allow'south explore some of the well-nigh common errors yous might see in Social club Notes or on the front end of your site. Note that the exact mistake message that you lot see volition depend on the payment gateway you're using. Lodge notes may also evidence an error lawmaking specific to your gateway that you tin can utilise for research or when speaking to customer back up.
The customer'south card was declined
What error message volition y'all see?
The fault bulletin will say something like, "The menu was declined." Yous may receive more than details about what went wrong, such as an invalid CVV code or exceeded transaction limit.
What causes this error?
There are a ton of reasons that a bill of fare could be declined: The customer's bank account may accept insufficient funds. Their card may be expired. Their card may have spending limits that they've exceeded. They may take entered their information incorrectly.
What steps should you lot take to resolve the error?
If you sell subscriptions, WooCommerce Subscriptions will automatically attempt the card again several times earlier changing the condition to On Hold. This gives the customer ample fourth dimension to add more than funds to their bank business relationship.
When purchasing any kind of product, customers will meet an mistake message on the checkout page, giving them the opportunity to input their information over again or update the credit bill of fare on their account.
If a subscription renewal fails, they'll receive an e-mail notifying them that their payment didn't go through.
For single-buy products, information technology's probably not feasible to contact each person and inquire them to effort their purchase again. But, if you accept an established human relationship with the customer, you may desire to accomplish out and provide some help. Even with electronic mail notifications and mistake messages, non everyone realizes that their gild didn't go through.
There's an authentication result
What error bulletin will y'all see?
The error message will say something similar, "Authentication required" or "The request could non exist authorized."
What causes this fault?
This typically occurs when your site is having problem connecting to your payment gateway. Your account data (similar username and password) may exist incorrect, for example.
What steps should you take to resolve the mistake?
Start by double-checking the payment gateway settings in WooCommerce. Confirm that your API key is working and that your username and countersign are correct. If this doesn't fix the issue, try disconnecting from your payment gateway completely, then reconnecting. If necessary, accomplish out to your provider's support squad.
A duplicate transaction was submitted
What error message will you see?
The error message will say something similar, "A duplicate transaction has been submitted."
What causes this mistake?
This error occurs when multiple transactions with the same information (credit card number, name, accost, etc.) are placed within a few minutes of each other. This can happen if someone tries to place the same order several times in a short fourth dimension period — a potential indicator of fraud.
What steps should you take to resolve the error?
If a legitimate customer reaches out afterwards receiving an error message, encourage them to effort once more in a few minutes. Perhaps they put in their CVV lawmaking incorrectly and tried to set up information technology, inadvertently setting off the duplicate order filter.
If you lot're seeing these types of errors over and over once again from the same person, it could exist fraud. Y'all may want to cake their IP address or username with a firewall plugin or set upwards 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 fault bulletin will yous see?
The error message volition say something like, "API key expired."
What causes this error?
API keys are used to connect your payment gateway to your WooCommerce store. 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 lot take to resolve the fault?
Log into your payment gateway and obtain your new API keys — each provider should accept documentation on finding these. And so, update them in your WooCommerce settings.
There'south a site event
What mistake message volition you see?
The mistake bulletin volition vary widely. Search for the error code from your gild notes using your payment gateway's documentation — this will help you make up one's mind if the problem is with your site.
What causes this error?
Typically, site errors are caused by outdated software (similar WordPress cadre, themes, and plugins), server issues, or plugin conflicts.
What steps should you take to resolve the error?
Here are a few swell steps to take when troubleshooting. Between each footstep, test your checkout process to run into if the mistake has resolved before trying the next one.
- Showtime by updating WordPress, along with all of your themes and extensions.
- Switch to a default theme like Storefront or Xx Xx-One.
- Temporarily conciliate all of your extensions, other than WooCommerce and your payment gateway.
- Check your WooCommerce arrangement status for errors and troubleshoot any that arise.
- Check your WordPress site health for any potential problems and fix any that yous observe.
If none of those steps fix the problem, achieve out to one of our Happiness Engineers for support.
How to forbid failed payments
Of grade, there is no way to prevent all failed payments, but ideally, yous'd similar as few as possible. Here are a few steps you tin take:
ane. Go far unproblematic for customers to update credit card information
Ensure that customers tin update the information on their business relationship if their credit card is expired or canceled. They tin can do this by default with an business relationship, so if y'all only have invitee checkout enabled, you may want to also turn on account cosmos.
You can practise this by going to WooCommerce → Settings → Accounts & Privacy, and checking the box next to "Allow customers to create an business relationship during checkout."
2. Turn on e-mail notifications for failed payments
While e-mail notifications after a failed gild don't prevent it from happening, they tin help you recover the sale. You tin can enable these with an extension like AutomateWoo, which allows you to set up emails when certain triggers occur — like a failed order status.
Or, you could create a follow-up email for failed subscription payments with the WooCommerce Follow-Ups extension. Choose a time frame after a failed payment (like 30 minutes or 2 days) and add whatever content you'd like to the email. This is a neat fashion to inform regular customers who may not know their subscription is on hold. And if you include a coupon code for 10% off or free shipping on their next box, shoppers who planned to cancel may update their payment information and remain a subscriber for years to come!
three. Regularly exam your checkout process
Every once in a while, take the time to go through your unabridged checkout process and make sure that everything is working properly. This will help you catch potential bug before your customers encounter them.
4. Consistently update WordPress, extensions, and themes
By updating all of your software when the latest version is available, you tin can avoid potential conflicts and fix bugs earlier they get an outcome. If you lot don't want to worry about remembering, yous can enable auto-updates in WordPress or apply a plugin similar Jetpack to automatically update everything.
five. Implement fraud prevention methods
If you start 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 club fraud, so they're blocked right abroad.
6. Let customers relieve multiple credit cards
By allowing customers with accounts to have multiple cards on file, they can quickly switch to another if they're having bug with ane. No need to get off the couch and hunt for some other option!
To practice this, you'll demand to use a payment gateway that allows for saved cards, like WooCommerce Payments. Shoppers can then choose to save their payment information to their account for future use when checking out.
Don't be thrown by failed orders
Failed orders are an unavoidable part of running an online shop, but doing a little maintenance and agreement why they occur can help you preclude them and even turn them into sales.
Accept questions about failed orders? Feel gratuitous 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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