June 5, 2014 at 5:20 pm #10964
Recently, after submitting payments (Stripe), some customers are getting an error, along the lines of “the transaction couldn’t be completed, possibly because your cart is empty.” Thinking the initial transaction failed, they go ahead and re-add the item(s) and process a second transaction, only to find out that the first one did in fact go through. I turned on the gateway bundle debug log, and it’s showing all success messages, for both the initial “failed” transactions and the followup duplicates. Nothing has changed with the site setup and/or installed plugins, and the site hasn’t been using caching of any kind for months. The only thing that has changed has been an increase in visitors/transactions over the past several weeks.June 6, 2014 at 12:17 am #63521
Sometimes your hosting provider will upgrade software on your server which can also change/affect functionality on the site. Have you asked your hosting provider if they have upgraded any server software recently? If they upgraded your PHP version and now the PHP session is broken then you can see this kind of behavior.
Can you share a link to the product page so I can do some checking?June 6, 2014 at 12:35 am #63522
According to the host, php was last updated in November. Also, I don’t think this is happening with PayPal transactions, but that could be because the payment process is slightly different. Here’s a page for testing:
[http://www.cambridgelsat.com/preptests/4-section/]June 6, 2014 at 12:55 am #63523
I don’t see an issue with that page. This happens to only a few users or all users checking out via “Stripe”?June 6, 2014 at 2:27 am #63524
I believe it’s only affecting some who check out using Stripe. In one instance, it appears that the initial “failed” transaction was processing at the same time as another Stripe transaction. Could that cause a conflict of some sort?June 6, 2014 at 11:35 pm #63525
No, that shouldn’t matter. What is the error code from the stripe gateway?
Just to confirm, if you have 10 users checking out via stripe gateway, then this only happens to a few of those 10 users?June 7, 2014 at 12:28 am #63526
I don’t know the specific error code, as customers just jump right back into completing their purchase again. I do know that they’re being linked to this page by the error message:
Yes, that’s correct, it is an intermittent issue only with Stripe transactions.June 7, 2014 at 3:16 am #63527
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