Home Forums Stripe Commissions & Gateway Support Now Live and Duplicate Charges Showing Up

NOTICE: We've Moved to a Ticket System for Support

As of August 31, 2017 (12am EST) our support forums will be retired (read-only), and we will be moving to a support ticket system.  This will allow us to better organize and answer support requests, and provide a more personalized experience as we assist our customers.

For the time being, we will leave our forums open for reading and learning while we work on creating a more robust Knowledge Base for everyone to use.

If you are a WC Vendors Pro customer please open a support ticket here. 

If you are a WC Vendors user please open a support ticket on the Wordpress.org forums.

The information on this forum is outdated and in most instances no longer relevant. Please be sure to check our documentation for the most up to date information.

https://docs.wcvendors.com/

Thank you to all of our customers!

 

Viewing 7 posts - 1 through 7 (of 7 total)
  • Author
    Posts
  • #42597
    Clive Woodhouse
    Participant

    See my unanswered post from the day before yesterday. I have now put my site live and started taking orders. There are at least 2 duplicate charges where cards are being charged twice for the same amount. It looks like it is from customers who tried to order when in the Stripe test mode and these orders are getting treated as pending and then charged once a valid card has been entered.

    One of the customers is getting:

    • Error: No such customer: cus_9BTGZ4Fk1o4eBn; a similar object exists in live mode, but a test mode key was used to make this request.

    How do I resolve this? It is embarrassing to be overcharging customers like that.

    #42724
    Anna
    Member

    Clive,
    I’ll go back and check through the other support request.

    Any vendors that were connected via test mode need to be disconnected from Stripe completely, then reconnected in live mode.
    Transactions will not go properly if they were once connected in test mode, but have not now connected in live mode.

    #42731
    Clive Woodhouse
    Participant

    Thank you Anna.

    The reason they got charged was that they were disconnected in test mode and then reconnected. So I have already been through those stepsOtherwise they would not have been charged. It appears that these were orders placed in test mode that then completed after reconnection. That’s why I was looking for specific help with the best way to test the site. I read through all of the KnowledgeBase but saw no detailed step by step instructions for how best to set up testing mode and perform test orders and what to do with those test orders once the transition to production/live mode happens. I know from this support forum that it is best practice not to delete previous test orders. But the, how should their status be set to prevent any completion of payments that happened in test mode. I can work out now what was probably the best thing to have done, but now it is after the fact and too late.

    #42732
    WC Vendors Support
    Participant

    When you search your database for the string “cus_9BTGZ4Fk1o4eBn” what do you find?

    #42781
    Clive Woodhouse
    Participant

    Hi Ben,

    Thanks for joining the thread. I think between this post and the other one that I posted earlier about what works in test mode, Anna misunderstands my situation.

    I find 1 instance of the term. See the screenshots.

    So far I have had 4 customers get double charged since coming out of test mode and going live, but they only happened right at the beginning.

    #42816
    WC Vendors Support
    Participant

    Dont sweat it, sometimes I misunderstand questions, too. In fact, it happens more and more all the time as I age! 🙂

    So, Stripe doesnt like that meta key? Delete it via phpMyAdmin. Now your vendor is no longer connected to Stripe with a test account. Now your vendor can reconnect to Stripe and be fine.

    If you search in your user meta table for _stripe_customer_id and find more instances of that, delete them, too, that way you’re 100% certain that there are no more vendors connected while you were in test mode.

    WE’re getting ready to re-write the Stripe gateway, so that there’s a few extra tools in it — such as “disconnect all vendors from stripe” or “show me a list of all vendors connected to stripe” etc….. Test mode will likely be removed entirely, because it’s not really intended to have vendors connect to stripe in test mode, that’s meant for live mode only. In test mode you’re supposed to test buying an admin owned product for a few dollars and just make sure your api keys work.

    If there’s other information in another thread that I didnt see that makes me make wrong statements above, all I know is what’s in this thread. Keeping everything in one spot is always super handy for reference. 🙂 🙂

    Lemme know if this helps, hurts, or anything in between!

    Ben

    #42837
    Clive Woodhouse
    Participant

    Great. Thank you Ben for the hint about _stripe_customer_id. I’ll check for that.

    If there’s other information in another thread that I didnt see that makes me make wrong statements above, all I know is what’s in this thread. Keeping everything in one spot is always super handy for reference. ? ?

    My other thread was started in order to get guidance on how to set up the test mode and whether or not vendors can be connected to Stripe in test mode. So it was really a completely different topic. I did not get a definitive answer which led me to continue with testing that way. Since this thread deals with how to solve problems created by doing so and going live, they seemed to be different issue – already too late to do anything about the other question.

    Great to hear you will be clarifying the test mode issue in the next rewrite. In that same vein, how about a request to add a switch to WC Vedors that will reset and nullify all previous orders and associated stripe requests when moving from test to production?

    Thanks for the help – I really appreciate it.

Viewing 7 posts - 1 through 7 (of 7 total)
  • The forum ‘Stripe Commissions & Gateway Support’ is closed to new topics and replies.