Woocommerce Checkout Doesn't Progress to Thank You Page after Successful Charge

[tinsilver]

Describe the bug
Yesterday (2025-03-25) we had 4 customers who experienced a problem with the checkout. (For reference we received 50-ish orders successfully that day). They click the 'Pay Now' button on the checkout but the page just stays as it is. However, Stripe processes the charge and returns a charge successful message to the webhook (confirmed in the plugin api log: 2025-03-25T12:47:28+00:00 Debug Webhook received: charge.succeeded).

To Reproduce
Steps to reproduce the behavior:

1. Enter payment details on checkout and click 'Pay Now'
2. The checkout does not progress
3. User re-attempts checkout payment
4. User is charged double

Expected behavior
When payment is confirmed via the API the order status should progress and the checkout page should progress to the Thank You / Order Confirmed page.

Screenshots

Environment (please complete the following information):

• WordPress Version: 6.7.2
• WooCommerce Version: 9.7.1
• Stripe Plugin Version: 9.3.1
• Browser [e.g. chrome, safari] and Version: iPhone Safari, Mac Safari, PC / Desktop
• Any other plugins installed: WC Order Status Manager (although the orders only go through default statuses i.e. 'pending-payment' and 'processing')
• PHP: 8.3

Additional context
As I mentioned, this affected 4 customers, in slightly different ways. One customer paid twice but it generated two shipments (i.e. the process progressed on the server) but the customer didn't see the Order Confirmation screen the first time. Two customers experienced the same, but the shipment wasn't created (the server didn't process the order). The final customer attempted to pay 3 times but didn't see any Order Confirmation screen.

The orders vary in payment method: Apple Pay, Google Pay, credit cards, debit cards.

In all these cases the Order Notes show a successful 'payment intent created', but only the ones that progressed also show a 'charge complete' note, however the API log on the server shows the webhook message was received (and there are no delivery errors in the webhook console in Stripe).

[tinsilver]

The API log for the order shows the charge.succeeded message for the payment intent, and a note that the order couldn't be found via charge ID:

2025-03-25T12:47:28+00:00 Debug Webhook received: charge.succeeded
2025-03-25T12:47:28+00:00 Debug Webhook body: {
  "id": "evt_3R6Wt72nOnUyqlgp0pisRL40",
  "object": "event",
  "api_version": "2024-06-20",
  "created": 1742906847,
  "data": {
    "object": {
      "id": "ch_3R6Wt72nOnUyqlgp0ehyhjVH",
      "object": "charge",
      "amount": 12775,
      "amount_captured": 12775,
      "amount_refunded": 0,
      "application": "****",
      "application_fee": null,
      "application_fee_amount": null,
      "balance_transaction": "txn_3R6Wt72nOnUyqlgp0O1yXjO2",
      "billing_details": {
        "address": {
          "city": "****",
          "country": "GB",
          "line1": "****",
          "line2": "****",
          "postal_code": "****",
          "state": "****"
        },
        "email": "****",
        "name": "****",
        "phone": "****"
      },
      "calculated_statement_descriptor": "COCOARUNRS* O #602826",
      "captured": true,
      "created": 1742906845,
      "currency": "gbp",
      "customer": "cus_OqOJgAHJ3734VE",
      "description": "Cocoa Runners - Order 602826",
      "destination": null,
      "dispute": null,
      "disputed": false,
      "failure_balance_transaction": null,
      "failure_code": null,
      "failure_message": null,
      "fraud_details": {
      },
      "invoice": null,
      "livemode": true,
      "metadata": {
        "order_key": "wc_order_pm2wck93jYoUo",
        "tax_amount": "0",
        "site_url": "https://cocoarunners.com",
        "customer_email": "****",
        "signature": "****",
        "customer_name": "****",
        "order_id": "602826",
        "payment_type": "single"
      },
      "on_behalf_of": null,
      "order": null,
      "outcome": {
        "advice_code": null,
        "network_advice_code": null,
        "network_decline_code": null,
        "network_status": "approved_by_network",
        "reason": null,
        "risk_level": "normal",
        "risk_score": 0,
        "seller_message": "Payment complete.",
        "type": "authorized"
      },
      "paid": true,
      "payment_intent": "pi_3R6Wt72nOnUyqlgp08ZcAgOu",
      "payment_method": "pm_1R6Wt42nOnUyqlgpxS7RIoqh",
      "payment_method_details": {
        "card": {
          "amount_authorized": ****,
          "authorization_code": "****",
          "brand": "amex",
          "checks": {
            "address_line1_check": "pass",
            "address_postal_code_check": "pass",
            "cvc_check": "pass"
          },
          "country": "GB",
          "exp_month": 10,
          "exp_year": 2029,
          "extended_authorization": {
            "status": "disabled"
          },
          "fingerprint": "****",
          "funding": "credit",
          "incremental_authorization": {
            "status": "unavailable"
          },
          "installments": null,
          "last4": "****",
          "mandate": null,
          "multicapture": {
            "status": "unavailable"
          },
          "network": "amex",
          "network_token": {
            "used": false
          },
          "network_transaction_id": "****",
          "overcapture": {
            "maximum_amount_capturable": 12775,
            "status": "unavailable"
          },
          "regulated_status": "unregulated",
          "three_d_secure": null,
          "wallet": null
        },
        "type": "card"
      },
      "radar_options": {
      },
      "receipt_email": null,
      "receipt_number": null,
      "receipt_url": "https://pay.stripe.com/receipts/payment/****",
      "refunded": false,
      "review": null,
      "shipping": {
        "address": {
          "city": "****",
          "country": "GB",
          "line1": "****",
          "line2": "****",
          "postal_code": "****",
          "state": "****"
        },
        "carrier": null,
        "name": "****",
        "phone": null,
        "tracking_number": null
      },
      "source": null,
      "source_transfer": null,
      "statement_descriptor": null,
      "statement_descriptor_suffix": "O #602826",
      "status": "succeeded",
      "transfer_data": null,
      "transfer_group": null
    }
  },
  "livemode": true,
  "pending_webhooks": 2,
  "request": {
    "id": "req_qxNVcQdTeai7fR",
    "idempotency_key": "c5ae0e7e-8cd0-4dfd-94a8-175f6f0e9038"
  },
  "type": "charge.succeeded"
}
2025-03-25T12:47:29+00:00 Debug 
====Stripe Version: 9.3.1====
====Stripe Plugin API Version: 2024-06-20====
====Start Log====
Could not find order via charge ID: ch_3R6Wt72nOnUyqlgp0ehyhjVH
====End Log====

2025-03-25T12:47:29+00:00 Debug 
====Stripe Version: 9.3.1====
====Stripe Plugin API Version: 2024-06-20====
====Start Log====
balance/history/txn_3R6Wt72nOnUyqlgp0O1yXjO2
====End Log====

[Mayisha]

Hi @tinsilver
Could you please confirm whether you are using the legacy checkout experience or the new checkout experience? You can check it in WooCommerce > Settings > Payments > Stripe > Settings tab.

[tinsilver]

Hi Mayisha, thanks for responding. I can confirm that we are not using the legacy checkout (the settings are just as in your screenshot, with the checkbox unticked).