Alexia_Alexia

[bronze sigil]

Hi there 👋 so to clarify, you have Payment Intents (or another object that processes payments) that is in an incomplete state? If so, can you share the ID of one of those? (Those IDs will have a pi_ prefix for Payment Intents)

[shrewd panther]

hi !

Let me check yes

and then:

pi_3MebjEJl4ynMEXDP1LOJ0ows

this is the ID of one of them

[bronze sigil]

Thank you. Looks like that Payment Intent is in a requires_payment_method state, so you should be able to make a request to cancel it using this endpoint.
https://stripe.com/docs/api/payment_intents/cancel

Typically this is done from your integration, which in this case sounds like it is the Stripe integration that WooCommerce built and maintains. I would strongly encourage you check with them to see if they built a way to cancel Payment Intents into their integration, or if you canceling them will have any impact on other parts of their integration.

[shrewd panther]

Thanks but I'm not at all a developer and it looks like I need to change the code itself

Can you help me on that?

[bronze sigil]

We cannot take any actions on items in your account for you. Additionally, if you're using WooCommerce's integration you won't be able to adjust any code as they will be the owners and maintainers of the code that is being used.

It is worth noting that an incomplete Payment Intent will not do anything without explicit interaction. For instance, that one you shared that needs a Payment Method would not attempt to process a payment until a request is made to confirm the Payment Intent.

[shrewd panther]

Actually I could just let this everything like this but to receive the payments from the payments in 2 times, I use a special URL and then it sends a message to all the ones who didn't pay yet. The issue is that these guys paid already .... they already didn't understand why they received this kind of message today. So to avoid that it's better to remove the "incomplete" status that appears only on Stripe

[bronze sigil]

Then you'll either need to write code to change those states, have a developer build that code for you, or see if the integration that you're using already offers the ability to cancel incomplete payments.

[shrewd panther]

"or see if the integration that you're using already offers the ability to cancel incomplete payments." How can I know that?

[bronze sigil]

You talk to WooCommerce and see if their integration that you're using allows you to cancel incomplete payments.

[shrewd panther]

but they are completed on their sire 🙂

site *

side .... gosh

[bronze sigil]

We aren't familiar with how third-parties designed their Stripe integrations, and are not aware of all the features/functionality that those integrations offer. This forum is designed for us to help developers who are building their own Stripe integration understand how our API works and how to use it.

If you're seeing a different status in Stripe than you are in WooCommerce, that sounds like there is either a problem with their integration maintaining a proper state of pending payments or that their integration is intentionally abstracting away some of the underlying states to simplify what you see.

[shrewd panther]

I'm really not sure...the paiements have been done. It's shown has done on their side but not yours. Sounds like the issue come from you. They wont change the status of incomplete payments on stripe.

I mean all is good everywhere except on Stripe

[bronze sigil]

We're the source of truth for the expected state of objects in our ecosystem.

[shrewd panther]

Meaning?

it concerns your ecosystem here 🙂

[bronze sigil]

Meaning we say what state Stripe objects are in, not WooCommerce.

[shrewd panther]

yes !!

So can you change this "incomplete" status please?

[bronze sigil]

No

If we say the Payment Intent is in an incomplete state, and WooCommerce is saying it is in a complete state, WooCommerce is misrepresenting that state to you. Whether or not they are doing so intentionally is not something that we will know.

[shrewd panther]

but IN REAL the customers paid

what can they do (I mean WooCommerce) ?

Does it means that on one side they status paid and another they send the info to you that it's not?

[bronze sigil]

Stripe handles the processing of payments that are run through Stripe. If a Payment Intent is completed, and a payment has been successfully processed, then that Payment Intent will be in a succeeded state. If the Payment Intent is not in a succeeded state, then its payment has not been completed.

I'm not familiar with your integration, so I'm not sure if it is creating multiple Payment Intents to handle the processing of a single payment.

[shrewd panther]

but here, the payement has been completed : 100% sure ! And it remains "incomplete" on stripe. Can you check my account directly?

[bronze sigil]

I checked the Payment Intent, it is in an incomplete state and has not processed a payment. No request was made to confirm the Payment Intent, so it is expected for it not have processed any payment.

[shrewd panther]

Well, I don't know why .... but can you turn it into "complete" (on my request) ?

[bronze sigil]

No

We cannot interact with objects on your behalf.

Also we cannot force a Payment Intent into a completed state, it would need to be provided a Payment Method and be confirmed so that it can then process a payment and move to a succeeded state.

[shrewd panther]

wait, these customers already paid a first time

so there's already a paiement method

here you can see

they paid already and I don't know why then it's incomplete

[bronze sigil]

Those are separate Payment Intents, the ones that succeeded have a succeeded state and the ones that haven't been completed have an incomplete state.

I've also removed your screenshot as it contained personal information of your customers and this is a public forum.

[shrewd panther]

ho yeah thanks

sorry

but there's only 2 paiements ...

And it's all complete on WooCommerce

[bronze sigil]

I have no context on what WooCommerce is showing you or what any of it means, their teams will be more familiar with that. What I know is you showed a list of multiple Payment Intents, of which only 2 were successfully completed.

Oh, that Payment Intent isn't even coming from your WooCommerce integration. (or at least it doesn't look like it is)

Do you have another Stripe integration you're using?

[shrewd panther]

I use StripeSeveral

To unable the payment in 2 times

[bronze sigil]

The request that created the Payment Intent isn't tagged to make it easy to spot where it came from, but you can view that request here:
https://dashboard.stripe.com/logs/req_SZmhjhCrKFwaKS

I'm not familiar with that integration or what it does, so you may want to check with them whether they're creating these Payment Intents for you.

[shrewd panther]

So I guess that you cannot do more ....

[bronze sigil]

No, we cannot take action on objects in your account for you.

[shrewd panther]

Is there any Stripe Customer Service able to do so?

[bronze sigil]

You can try reaching out to our Support team, but I'm not sure if they're able to do so:
https://support.stripe.com/?contact=true

[shrewd panther]

not sure nope...since there's no real person to talk to

😦