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Final purchase page is not completing, brings up error pages or hangs

This topic has 8 replies, 2 voices, and was last updated 1 months, 2 weeks ago ago by Jack Richardson

finleydesign

Participant

August 2, 2024 at 09:17

We have 3 clients using Xstore, who all of them are not reporting intermittent orders, failing once payment is made, it either hangs, shows a blank page or a 404 page, the customer doesn’t get confirmation email the order has been been made, even though in admin everything is fine and payment has been taken

All 3 use different payment gateways

i ddon’t know how to show you how to replicate it, but it just seems coincidental, all 3 sites are reporting the same issue and all are on xstore (and we’ve done some update recently)

#408453 Copied Theme version: 9.3

7 Answers

Jack Richardson

Support staff

August 2, 2024 at 11:44

Hello @finleydesign,

Thank you for reaching out and bringing this issue to our attention. We understand the importance of a smooth checkout process and apologize for any inconvenience caused to your clients.

To assist you effectively, we would appreciate if you could provide us with a few more details:
1. The versions of XStore and other relevant plugins that each of the affected sites are currently using.
2. The specific payment gateways that are being used by each client.
3. Any recent changes or updates that were made to the sites before the issue started occurring.

Additionally, if possible, please share the URLs of those web-sites in private area and maybe you can share the access to at least one of those (but perfect to have access for all mentioned web-sites).

For your knownledge, we did had issues about custom payment gateways with using of our XStore Checkout builder based on Elementor but we already fixed the issue in Version 9.3.11 / Core plugin 5.3.11 – https://gyazo.com/508197bba6609eb8ff8db524568f7ef8.

Please send this information at your earliest convenience. We are committed to resolving this issue promptly and ensuring that your clients’ sites operate smoothly.

Best Regards,
Jack Richardson
8Theme’s Team

#408504 Copied

finleydesign

Participant

August 2, 2024 at 11:49

One of the accounts is in private.

Just for reference we don’t use Elementor for checkout

All sites are on the latest theme and xstore versions

Payment Gateways are Stripe, Paypal and Sage

As I say the biggest issue is it’s intermittent, some go through fine, but the odd one fails

Please contact administrator
for this information.

#408506 Copied

Jack Richardson

Support staff

August 2, 2024 at 12:01

Dear @finleydesign,

I hope this message finds you well. We would like to address a potential issue related to the WooCommerce updates, which may have introduced changes affecting payment gateways. To better understand the situation, we kindly request your assistance in conducting a test using the default Storefront theme.

We understand that the issue appears intermittently, but it is crucial to determine whether it could also occur, even once, with the default theme. This will help us ensure that any modifications to payment gateways have not contributed to the problem.

We appreciate your cooperation and look forward to your feedback.

Best regards,
Jack Richardson
The 8Theme Team

#408510 Copied

finleydesign

Participant

August 2, 2024 at 12:50

That won’t work, I can’t put the site in storefront and then try 50 orders before it goes wrong, I appreciate that doesn’t help

#408518 Copied

Jack Richardson

Support staff

August 2, 2024 at 13:10

Dear @finleydesign,

We hope this message finds you well. We have reviewed the issue you reported regarding the testing needs on your live website and understand the challenges you are facing.

Upon investigating similar cases in our forum, we noticed that a few of our customers have encountered a similar issue with the 404 error on the checkout/payment page. It appears that in some instances, the problem was linked to specific plugins, while in other cases, the customers did not provide a follow-up, possibly indicating that they resolved the issue independently. For your reference, here are a few discussions related to this matter:
– https://www.8theme.com/topic/checkout-page-crash-doesnt-look-normal/#post-379666
– https://www.8theme.com/topic/404-error-after-customer-finishes-checkout/
– https://www.8theme.com/topic/checkout-page-issue-not-working-any-more/

Based on these cases, it seems that the primary cause is often related to the plugins used on the website. We recommend that you also post a query on the official WooCommerce support forum: https://wordpress.org/support/plugin/woocommerce/ to explore whether this is a broader issue not directly related to the theme but perhaps due to a specific plugin or a configuration within WooCommerce. If there is any solution, please, also share with us so we could help with same request other customers who can face same issue.

Thank you for your attention to this matter. We are here to assist further if needed.

Best Regards,
Jack Richardson
The 8Theme Team

#408523 Copied

finleydesign

Participant

August 2, 2024 at 13:14

Not one of those links had an answer!

#408525 Copied

Jack Richardson

Support staff

August 2, 2024 at 13:31

Dear @finleydesign,

We previously mentioned that some customers managed to resolve their issues independently; however, they did not share their solutions with us, which could potentially benefit other users. We found a partial solution, which can be viewed here: https://gyazo.com/ff61143c35f5f0d982c0b23229fa7a11.

Given this situation, we kindly request that you contact the WooCommerce support team, as this appears to be a recurring issue potentially related to a specific plugin. We have also discovered a similar discussion on their support forum, which can be accessed here: https://wordpress.org/support/topic/404-on-cart-and-checkout-page/.

Thank you for your understanding and cooperation.

Best regards,
Jack Richardson
The 8Theme Team

#408530 Copied
Tagged: best woocommerce themes purchase error, final purchase page solution, troubleshoot woocommerce purchase completion, woocommerce themes error fixing, woocommerce themes error resolution
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