Payment refused and later accepted not handled correctly

This topic contains 3 replies, has 2 voices, and was last updated by   J. Davis 1 month, 3 weeks ago.

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  • #814540

    Christer Fernstrom
    Participant

    Hello,

    I have been using the Woocommerce Payment plugin for quite some time without any problems until a few days ago. What happended (according to the bank) was that a customer first entered an erraneous credit card number, which resulted in a refusal of the transaction, then returned to the payment page and entered a correct number, and the payment went through. This resulted in the following sequence of state changes in Woocommerce:
    (I’m translating from French so some of the wordings may be slightly wrong)

    1) Customer directed to the payment page
    2) Payment refused by the bank (error in card number)
    3) The customer comes back from the payment page. The payment was refused by the bank. The order status changed from waiting for payment to cancelled
    4) Payment accepted by the bank
    5) Status of the order changed from cancelled to in progress

    The problem is that the state changes 4 and 5 were not detected by Hotel Booking and the booking remained cancelled, while the order came through in Woocommerce.

    This is fortunately a rare situation, but can never the less happen (and it did). Could this be fixed? I’m not sure if the problem lies in the Hotel Booking plugin or the Hotel Booking Woocommerce Payments plugin (or possibly both).

    Best regards,
    — christer

    #816657

    J. Davis
    Keymaster

    Hi Christer,

    Thank you for your question. If the payment was refused by bank the booking will be cancelled and as far as I know it is not possible to perform the same payment once again. If it has been done somehow we’d recommend to control such payments/bookings manually. Or recommend your guests to make a new booking instead of paying the same one again.

    best regards,
    J. Davis

    #816705

    Christer Fernstrom
    Participant

    Hi John,
    Thanks for looking into this. I have talked to the bank and for them this was two payment transactions and they have no possibility to see that the second payment (after the first which was refused) relates to the same order.

    The thing is that the Woocommerce order which corresponds to tbe booking was accepted (by Woocommerce), but this status change was not picked up by Hotel Booking.

    If Woocommerce makes it possible for a user to return to the payment page and make a new attempt to pay I’m not sure we can prevent him/her from doing this.

    I just had a very quick look into the code of your HB-Woocommerce-Payment plugin and saw that you have action hooks (in woocommerce-listener.php) for the Woocommerce order status changes and it must be that once you have processed a failed payment you do not accept a completed payment for the same booking. This sounds like something that could probably be fixed on your side. What do you think?

    #819872

    J. Davis
    Keymaster

    Hi Christer,

    This case is rather an exception as other payment methods like PayPal, Stripe, etc. does not allow to pay for the order that was failed prior. So the plugin functions properly.

    You may submit a request and indicate that Order that was failed first and then re-paid successfully. We’ll check this for you.

    best regards,
    J. Davis

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