Home Forums Stripe Commissions & Gateway Support Critical Api error causing Stripe to charge customer more than the Checkout page

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Viewing 35 posts - 1 through 35 (of 35 total)
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  • #55576

    I couldn’t find this error in another thread so started a new one.

    In the past week I have noticed Stripe charging customers higher totals than they paid at the Checkout page.

    One example, the Customer pays an Order of 3 x items at £38.85 (see screenshot).

    Then he checks his internet banking and sees that Stripe have taken £43.49. An amount £4.64 higher than his order (see screenshot).

    My actions:
    – I couldn’t see anywhere this extra fee occurred so went to Stripe Support.
    – Stripe couldn’t see where it occurred and advised me to go to WooCommerce Support.
    – WooCommerce couldn’t see where the error occurred and advised me to “the software developers of plugin ‘WC Vendors – Stripe Commissions & Gateway'”.

    These extra fees are happening on all Stripe Connect orders, but the extra fee is not consistent. A recent order for £29.70 this morning Stripe charged the customer £30.60 – which is just £0.90 extra – but nevertheless something the customer is raising dispute and complaining about.

    These errors have only started in the past 2 weeks, since there has been some WordPress updates, WooCommerce updates, and WC Vendor Pro update to v1.39. Could it be that in these updates the Stripe Commissions gateway has been disrupted?

    Please investigate at the earliest convenience, as this is a live issue affecting customers.

    Many thanks

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    Could you please tell me – what are the tax settings for your site?
    Do you also mark shipping as being taxable?



    WooCommerce settings:
    Enable taxes and tax calculations – unchecked

    WC Vendor shipping:
    Tax Status – none

    Is there anywhere else Taxes could be incurred?


    I think those are the only tax settings.
    Ok- I will make sure that Jamie is aware that this is occurring.
    You say this is happening on all Stripe orders?

    Also, would you mind sending me a few more totals and the actual charge amount, so we can see if there is a percentage consistency or anything like that… does not look like it so far. 🙁


    Joe @veopolis
    This is likely going to be some of the information that Jamie will need to get from you to start debugging this issue.
    If you would kindly take the time to answer these so we can look into this ASAP, that would be very helpful:

    Have you tested Stripe transactions with only wordpress, woocommerce, wcvendors and our stripe gateway active?
    What was in the order(s)? Any similarities?
    Who was the vendor? Or did this error occur with more than one vendor?
    What was the product(s)? Does this occur with different products or the same product?
    what was the commission rate?
    Is there anything unique about the order(s) for which this happens?
    Have you done any other updates other than WP, WC, WC Vendors & WC Vendors Pro?



    You say this is happening on all Stripe orders? – not all transactions, only selective, and extra charge changes which is why it’s confusing
    Have you tested Stripe transactions with only wordpress, woocommerce, wcvendors and our stripe gateway active? – WC stripe gateway is the only payment method on the site
    What was in the order(s)? Any similarities? – products and vendors change
    Who was the vendor? Or did this error occur with more than one vendor? – it doesn’t look like it has happened yet with mixed vendor Orders, i can only see it on orders when from one vendor
    What was the product(s)? Does this occur with different products or the same product? – occurs with different products and different vendors
    what was the commission rate? – commission is set as 85% for all (e.g. 15% to admin)
    Is there anything unique about the order(s) for which this happens? – not that i can see, hence my confusion in me trying to solve it and none of the service providers being able to track it, WooComm, Stripe support etc
    Have you done any other updates other than WP, WC, WC Vendors & WC Vendors Pro? – these main updates, and general plugin updates



    OK- thank you, Joe.
    I know Jamie will be looking into this as son as he can- and he’ll let me know or come here and ask if he needs more information from you.


    Hi @fervous

    It’s the same user Joe from above. I’ve had to create a new WC forums account.

    Further to the above from 2 weeks it seems the critical Stripe issue isn’t getting looked at.

    This is ongoing issue and has even created another more puzzling error today. An order of £32 (for 3 items from 2 Vendors), has been billed to the customer incorrectly.

    Order is: £32 with a 10% coupon = £28.80. Which is what showed in WooCommerce.

    Firstly, the coupon was not applied in the Stripe payment causing the customer to get charged without coupon % discount.

    Secondly, Stripe did not calculate the admin commission from the Vendor either, using 10% rather than the global set 15% (this is global in the admin dashboard, and there are no individual vendor commissions set).

    So the Customer is getting charged too much, and the Admin isn’t getting the set fee rate.

    At this stage I am only advising for your info, as I haven’t heard anything on the above.

    It was advised that lead programmer Jamie is working on the WooCom 2.7 update “to ensure everyone’s site doesn’t implode” so I’m not sure when this new issue can be looked at?

    As you can see it would appear that the Stripe Gateway plugin is not communicating the correct information from WooCommerce (or WCVendors commission rates), resulting in incorrect billing to customers.

    What can you advise at this stage?



    I’ll make sure he sees this– I am not sure what his plans are at the moment, but I will notify him that this is still occurring and see what additional information he needs and.or when he can look into this issue.
    Thank you, Joe.

    Philippa Cambers

    Hi Anna,

    This has also been happening to me for the last few weeks with several customers – the same as described above so I hope it’s ok to add on to this thread rather than start a new? One of my customers was recently overcharged by over £100 and this added to the issues with calculating commission whenever a coupon is used means that I can’t carry on with this plugin and Stripe as it is at the moment – it’s so disappointing as it was working perfectly at one time but it’s turned into a bit of a joke! I can’t have every other customer being overcharged. Has there been any resolution to this yet?
    I want to know what alternative payment gateways I can use with wc vendors pro? Can I have a standard payment provider i.e world pay where I receive all the money and then pay my vendors manually? Will they still receive order notifications and will the checkout still work etc?

    any help would be gratefully received.



    I know that Jamie will be working with Stripe soon to check some issues that have happened- though they seem to only occur with a few users.

    I want to know what alternative payment gateways I can use with wc vendors pro? Can I have a standard payment provider i.e world pay where I receive all the money and then pay my vendors manually? Will they still receive order notifications and will the checkout still work etc?

    You can use any woocommerce compatible gateway.
    The funds would all go to your admin account, then you would select to pay your vendors manually their due commission using whatever method you wish to pay them.
    Commission can be viewed here:
    wp admin > woocommerce > commission
    and you update that table when you have paid the commission by marking them paid rather than due.
    Yes- vendor will still receive order notifications- everything will still work the same, except they will be paid on your schedule manually rather than receiving funds from sales at checkout.

    Philippa Cambers

    Thanks for the quick response Anna. Do you have an idea of when Jamie will look at this? Charging our customers the correct amount is fundamental and shouldn’t any issues with the payment gateway take precedence over adding extra features etc?

    I was wondering if it could have anything to do with the combination of versions of plugins I’m running? woo commerce (2.6.14) wc vendors (1.9.7) wc vendors pro (1.3.7) and stripe gateway (1.0.3). I didn’t renew my wc vendors licence key in December and I am reluctant to if these issues can’t be resolved, especially as the first 4 months of having it it didn’t really work anyway – it was before my store launched so I had the patience to wait for it all to fall into place but am now reluctant to pay $149 dollars if ongoing issues can’t be resolved. But I am also wondering if not renewing is somehow making them worse?

    I also wonder if you’d mind taking a look at this list of plugins to see if any are red flags for compatibility/have caused any issues you know about. It’s hard to test by deleting each one in turn as the payment issues are unpredictable anyway:

    All In One SEO Pack
    contact form 7
    cookie law info
    insert headers and footers
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    Pinterest Pin It Button On Image Hover And After Post & Page Content
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    WooCommerce AdWords Conversion Tracking
    WP Hummingbird
    wp smush pro
    wp dev dashboard
    WP Super Cache
    YITH WooCommerce Wishlist

    thanks for your help


    That’s difficult to diagnose.. especially since this is not consistent.
    I do not know when Jamie will be looking at Stripe- but I assume it will not be until after we release v1.4.0 in early April.
    The thing with these issues is that they have been impossible to pin down until more info about when why where they are happening is available. He can only do so much until we can see where the issue is occurring, and try to isolate what seems to be the cause.

    I understand your concern and frustration. I too use this Stripe plugin on my own marketplace, and certainly understand the need for the accurate transactions!

    As for your plugins– it is always always ideal to have everything updated. I do need to notify you that if you wish for further support, you’ll need to renew your license for WC Vendors Pro.

    If you wish to continue to run WC Vendors Pro once WooCommerce updates in early April- it is essential that you renew your license and update. They are making huge changes with this next update, and Jamie has had to re-write a lot of things to ensure that we remain compatible and our users have no interruptions. If anyone updates WooCommerce without first updating to WC Vendors 1.9.9+ and also WC Vendors Pro v1.4.0, their site will not work.

    WC Vendors Support

    WE do not do plugin compatibility. Asking Anna to test 20 plugins for you because you want to take a shortcut?

    No. That’s not how this works.

    Follow the debug steps. Test with WCV, Woo, and Stripe, and nothing else. Do stuff till you get it to break with ONLY those plugins installed. Do that, and then you have our attention.


    Hi @Fervous,

    yes I can confirm that the Stripe are still inaccurate, continuing to overcharge customers (as compared to the actual total in WooCommerce), and it is very difficult to see why it behaves the way it does as it changes each time… ** it ONLY occurs when there are 2 or more vendors in the Order! It does NOT occur with single vendor orders! **

    To illustrate, I have documented a recent order, using a 10% coupon –

    1. The order as seen in WOOCOMMERCE (what the CUSTOMER sees and expects to pay)

    ORDER for 5 items from 2 vendors, with a 10% coupon:
    • Vendor 1: 1 item = £15 (minus 10%) = £13.50
    • Vendor 2: 4 items = £13.80 (minus 10%) = £12.44 (+ shipping: £11.80) = £24.24
    CUSTOMER TOTAL: £37.72


    2. The order as seen in STRIPE CONNECT (what the VENDOR sees and receives, and what customer actually pays)

    • Vendor 1: correctly received = £10.84
    Sale of 1 item = £15, less fees:
    – minus 15% commission (£2.25)
    – minus 10% coupon (£1.50)
    – minus Stripe fees (£0.41)
    = £10.86

    Customer charged to card / vendor received = £10.86 ** correct **

    • Vendor 2: INCORRECTLY received = £28.64 [customer overcharged by £4.40 to the order]
    Sale of 4 items = £13.80, less fees:
    – minus 15% commission (SHOULD BE £2.07, but Stripe only charged £0.57 = 4% commission!)
    – minus 10% coupon (£1.38)
    + shipping (13.80)
    – minus Stripe fees (£0.60)

    SHOULD BE = £24.24

    BUT customer overcharged £4.40 = £28.64

    Customer charged / vendor received = £28.64 ** incorrect **



    If all that looks confusing, it’s because it is! This is why the Stripe Gateway plugin is supposed to do it all for us, by correctly communicating between WooCommerce, WC Vendors and Stripe Gateway for correct payments and commissions.


    To summarise the above for clarity:

    1. A shopper being overcharged by £4.40 (where is this extra superfluous charge coming from?!)

    2. Marketplace not receiving proper commissions (receiving 4% from Vendor 2, rather than 15% as set in WC Vendors Pro)

    3. Complaints raised by customer and Vendor for why the payments are wrong


    I included full details and breakdown of how the Order appeared, on both WooCommerce and in Stripe, so to give the full picture in hope to resolve.

    The concern here is whether the issue is with WCV Pro or the Stripe Gateway plugin?

    Somewhere in the chain (WooCommerce > WCV Pro > Stripe Connect) the payment charges and commissions are getting horribly mixed up.

    Please advise.



    THANK YOU! That is very helpful information.
    I will pass this along to add to the issue report.


    @PIPCAMBERS if you’re in USA then you can just use Paypal to receive payments to Admin. Then pay vendors via Mass Payments. This is the easiest workaround whilst Stripe is not working (*Mass Payments doesn’t work outside of USA as Mass Pay does not come enabled for Paypal accounts).

    @Ben I understand that you do not test 3rd party plugins for compatibility with WCV but Pip only asked about other payment options because ‘Stripe Commissions & Gateway’ is not working as sold. A paid plugin should have regular updates and bug fixes- but I notice that in the latest update 1.03 from 22nd March that (* Fixed: Commissions Paid to Admin wrong #12 ) is still not the case.

    Additionally, traditional user Debug testing cannot take place with ‘Stripe Commissions & Gateway’ plugin, as it requires minimum of 2 live vendor accounts plus Admin to recreate the same test environment. I’ve reported this issue for over 3 months now and nothing has been resolved, hence the frustration from myself and others.

    Philippa Cambers

    @BEN Thanks for coming back on this issue as I am finding it extremely difficult and I’m currently looking for alternatives to WCvendors/stripe connect plugin, which I am really reluctant to do as apart from this Stripe issue it’s been working really well for me. This is so frustrating as I was one of the first to buy WCVendors pro and at the time I found the support second to none and when a similar error occurred with Stripe, you and Jamie looked at my account and got to the bottom of the issue quickly. For clarity – I wasn’t asking Anna to test any plugins for me; I was just asking her on the off chance that she knew of any reported plugin issues in terms of compatibility and to try and give a clearer picture of how I’m running the stripe connect plugin in case she knew that this could possibly be the cause of the problem.

    I appreciate you think that I should update to the newest version, but you’re asking me to pay a significant sum of money for something that you not only can’t guarantee will work as it is intended to but which you can’t even say when Jamie will be able to look at. I can’t afford to pay $149 on the off chance that these Stripe issues will be fixed. I would really hope that you could continue to offer support so that the issue which has caused problems while I did still have a valid licence might be resolved? If the issue is resolved then of course I will invest further in a new licence key – otherwise I’m just wasting time and money when I should be looking for a new marketplace solution.

    In response to the above information from @NEWJoe111 it has occurred for me with only one vendor on several occasions. In fact, so far it has not happened with multi-vendor orders at all. I am also having regular issues with coupons where when a coupon is used I receive the wrong amount of commission. Anna has already come back to me about this and said that admin coupons just don’t work with Stripe connect plugin – although they used to – perhaps before the vendor coupon functionality was introduced? I find it hard to believe that I’m the only one who wants to offer store-wide coupons to their customers so i would also really appreciate if this feature could be re-instated?

    I’m happy to provide detailed breakdown of information about what is happening and when but only if this is actually going to be looked at in the near future and used to try and fix the problem? I’m happy to give access to my accounts/admin panel etc and to provide any info necessary to help Jamie get to the bottom of this.

    Thank you for your input and help on this. Unfortunately I’m not in the US – but I am looking at alternatives.


    I am trying to gather as much information for this issue as possible- There is an open issue for what has been discussed in this thread. It is very difficult to debug and isolate this issue(s). Absolutely any information you can give is helpful, as , again, this is very difficult to isolate and reproduce from our end.

    I am not aware of any issues with the plugins you have installed; although I am not sure what the Hummingbird plugin does– is it caching? If any of you have caching plugins installed, you need to be sure to disable or whitelist all of the dashboard pages and the cart and checkout pages from your caching plugins. Other than that, I do not see nay red flag plugins.


    @Fervous I’ve tried above to provide as much information about these issues as possible. Looking back at the first post it seems that the WordPress and WooCommerce updates, plus WC Vendors v1.39 had something to do with Stripe going awry.

    I can confirm the below:
    • sometimes (50% of the time) orders go through without any issues… with correct commissions paid, and correct charges to customer cards
    • sometimes when a site wide Admin coupon is used this causes huge problems with admin commission rate, meaning admin receives little or no commission on sale
    • orders with 2 or more vendors are prone to more errors, including customers card being inexplicably overcharged by WC Stripe Gateway (resulting in Vendors receiving higher payments, with no consistency of amount overcharged = customer complains)
    • orders with just 1 vendor 1 product, and no coupons, seem to be 100% ok

    That’s a summary of the issues from my side. There are times when there are no problems, but a great deal of orders contain errors which is critical to the newly launched marketplace, as customers and vendors raise complaints, and lose trust in the platform. Retention is KEY to any business, especially online marketplaces where we need to prevent disintermediation from customers and vendors.

    I would like this to be addressed with urgency. A staging environment with a Test Admin, and 3 Test Vendors should be straightforward enough to setup, and make a number of different Test Sales (with & w/o coupons, single vendor, multi vendors), to recreate errors, debug and see what is happening with each transaction- mapping endpoints from WooCom, to WC Vendors, to WC Stripe Gateway.

    If time and resource is an issue perhaps this is something that could be outsourced? Get a cheap but comprehensive debug report (e.g. from Peopleperhour). They have v talented programmers around the world working for just $12-15 an hour who could get to the bottom of this within a day rate.

    Just an idea, because I believe this is a relatively straightforward issue to solve, to get the Stripe Gateway cleaned up and fixed- but from the above thread it doesn’t look like it is getting properly looked at yet. Hence the advantage of outsourcing the menial time-consuming tasks to produce a debug report, to see what needs fixing, patch up the bugs and release new fixed update.



    Hi @fervous,

    I have been waiting a while (over 3 months) for the Stripe issues to be looked at.

    I now am experiencing a new issue it seems, where when customers go to checkout and purchase from at least TWO vendors, then the payment just goes to Pending… there is no way to resolve.

    I have seen the Custom Development product on the WCvendors shop and wondered if I can pay for someone to custom fix this for me ? –> https://www.wcvendors.com/product/wc-vendors-custom-development/

    I would like to get this sorted once and for all. I look forward to your response

    Many thanks,


    Hi @fervous,

    further to my message above if the team has no time to dedicate to fixing the Stripe Commissions & Gateway Plugin* , and cannot/will not create a Custom Development job for my Install, then perhaps you could advise a suitable place to locate a freelancer who could troubleshoot test and fix these particular issues ? (PeoplePerhour, Guru.com, Codeable, etc).

    Please appreciate that I urgently require full functionality of this plugin… PAYMENTS are the single most critical of any marketplace or ecommerce store, and currently I have Orders failing to capture payment, either missing some products, or failing to capture the whole order! It is excruciating whilst I am trying to develop a startup marketplace venture.

    * As the Plugin authors of a $49 plugin I believe the team should be committed to maintenance upkeep and debugging of all their commercial products. So my request is not unjustified.

    Please advise at your earliest convenience.



    To update, I wondered if this Api update from Stripe would require a tweak in the plugin (screen attached)*. Api upgrades details here: https://stripe.com/docs/upgrades?since=2016-07-06#api-changelog

    Also I understand that for the redirect uris we have been told to omit ‘www.’ and use https only… which I already do… but that the Stripe Plugin documentation page needs updating as it shows an out of date screenshot. Not just the dashboard interface, but the instruction for redirect uri: https://www.wcvendors.com/wp-content/uploads/2015/07/stripe8.png

    * this has been updated but will not be responsible for the errors I have, as my errors predate this update. See first thread post above.


    Have switched to Enable Test Mode in WooCommerce, and trying a test payment with multiple vendor products (all of whom were setup and connected in Live mode).

    Receive this error: “No such customer: #######; a similar object exists in live mode, but a test mode key was used to make this request.. ”

    Is there a way to test payments, or troubleshooting this.

    I’ll wait for your response to my post earlier today #67265



    Hello Joe,
    I do recall working on this issue in the past.
    We (Jamie and I) were both unable to recreate any if these issues- so that makes debugging difficult, and isolating the issue.
    This seems site-specific, and I want to be able to help you, but I cannot determine why this is occurring on your site yet not on others.

    Please provide, in a private reply:
    Your current WooCommerce System Status
    An admin login & password

    Do NOT use site-wide/admin created / WooCommerce coupons. We only support vendor created coupons, as they are the only ones that will properly calculate with commissions. WooCommerce/admin created coupons will not calculate properly with WC Vendors. How many of these erroneous transactions were transactions with admin created coupons?

    Please provide the above info and let me know about the admin coupons; I will look into this again and also have Jamie look again – he may need further information form you in order to properly debug. Payment processing issues are very difficult to debug unless we can take a look at all of the factors involved.


    Thank you for all of this information. I will work on this and have Jamie look into this again if needed. I’d really like for us to be able to help you resolve this issue, as I know you would as well.


    @Fervous Hi Anna, I appreciate this. I have been a lot of work on my site over the past few months to get it ready for the next phase. And if I can just get the Stripe payments working then everything will be perfect.

    I wanted to let you know that currently the live site is down: https://www.veopolis.com

    But the new dev site is almost ready, and hugely optimised: http://dev.veopolis.com/

    I will let you know when the live site is back up for you to have a look to see if you can identify the bug / conflict that is affecting multiple vendors checkout payments to go missing.



    Ok thank you Joe- yes let me know when ready, and I’ll work on this. ?


    @Fervous I fixed the CSS for the Stripe payment display above.


    I am going to try and work on this with Jamie; he may ask for your cpanel or server login, FTP access. Would you be comfortable sharing that in a private reply?
    It may not be needed, but usually when I pass a case along to him, he wants total access to debug. Since this issue is so persistent and has taken so much time, I think it would be best to gather that info unless you do not wish to provide it.

    It is next to impossible at a certain stage to debug a payment processor issue without access. 🙁

    I will be sure he knows you have a LIVE and TEST site! So that any testing that has the potential to interfere would be done on the testing site.


    IMPORTANT — looking back through all of these messages I do not see if you ever did the standard debugging test. Deactivate ALL plugins except WooCommerce, WC Vendors, WC Vendors Pro and WC Vendors Stripe Commissions & Gateway plugin. Switch to Storefront theme. Now test transactions with multiple vendors.
    DO THIS. It requires a bot of time, i know, but since this does not look like this has been done, it is imperative that we rule out a theme or plugin conflict/issue before we proceed. Unless I am missing it in the above posts, I do not see that this has been done yet. We ask that this be done BEFORE submitting a support topic, however, often it is not carried out. Please do this if you have not already and let me know if the testing produces different results with only those plugins active and the Storefront theme.

    I have passed this info along to Jamie and hopefully he will be able to take a look very soon.
    I will also keep looking to see if I can isolate the issue.
    I am sorry to say that I believe this is quite site specific, as I know there are multiple vendor orders being successfully conducted via the Stripe Commissions & Gateway plugin.

    one thing I thought of– may be a longshot.. but
    Did any of the vendors who experience this connect to your site via Stripe while it was in Test (production) mode?
    If so, please disconnect them. Then, have them reconnect again in live mode.


    Please update the Stripe Commissions & Gateway plugin to the latest version, v1.0.5


    @FERVOUS hi Anna, can you please advise how to upgrade the Stripe plugin without deactivating & deleting, and then uploading the new v1.05. Plugins normally appear with “There is a new version available of [plugin]” and an “Update” button to upgrade the existing version. The Stripe plugin can’t be deleted and replaced because this will disconnect all the Vendors from their dashboard.

    Please advise how to upgrade the existing version?



    We have no code in the plugin that disconnects vendors on plugin deactivation. The only action that allows this is if vendors actually click the disconnect button on the dashboard.



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