We are experiencing an issue with our Amelia and WooCommerce integration, specifically related to the booking confirmation process when payments are incomplete or still pending. This issue has started recently and is now ongoing for about 2 weeks.
Here’s a brief overview of the problem:
Issue Summary:
We have "create booking before payment process" enabled in Amelia. This setting allows bookings to be created immediately, even if WooCommerce shows the order as "Pending Payment." However, this has led to cases where bookings are confirmed without the payment being received, which requires us to follow up with customers for payment manually placing their bookings under pending status..
Impact on Operations:
Bookings are confirmed without payment, but no emails are sent to the customers to confirm the booking. We frequently have to contact customers to arrange payment via Stripe links. This has added significant manual work to ensure all bookings are fully paid and secured.
Disabling the "create booking before payment process" option allows WooCommerce orders to process correctly, but bookings are not secured even after payment - only the order confirmation email is sent confirming the payment and order summary but the booking / package purchase doesn't exist in Amelia.
Seems like some customers retry the payment and it goes through, but the completed payment creates a new order in woocommerce rather than change the status of pending payment order.
Also I think it's important to mention that this is happening for our new customers only who have never made a purchase on site before. All transactions for our existing customers are working smoothly.
Can you please advise what could be causing this as this issue? Why, disabling the "create booking before payment process" doesn't create a booking or add the package in Amelia after payment?
What settings we should aim for that would allow bookings to be created and confirmed only after payment is marked as completed in WooCommerce? We hope to streamline this process to avoid needing to request payment follow-ups manually.
We have updated to latest Amelia version hoping this would solve this problem, but the issue still persists.
I will send website credentials privately in the next message so you can open the backend and see all the configurations.
I'd also like to add a link to my previous ticket regarding the issues with booking creations after payment back from the past - which was resolved by enabling "Create booking before payment" process.
Dear Team,
We are experiencing an issue with our Amelia and WooCommerce integration, specifically related to the booking confirmation process when payments are incomplete or still pending. This issue has started recently and is now ongoing for about 2 weeks.
Here’s a brief overview of the problem:
Seems like some customers retry the payment and it goes through, but the completed payment creates a new order in woocommerce rather than change the status of pending payment order.
Also I think it's important to mention that this is happening for our new customers only who have never made a purchase on site before. All transactions for our existing customers are working smoothly.
Can you please advise what could be causing this as this issue? Why, disabling the "create booking before payment process" doesn't create a booking or add the package in Amelia after payment?
What settings we should aim for that would allow bookings to be created and confirmed only after payment is marked as completed in WooCommerce? We hope to streamline this process to avoid needing to request payment follow-ups manually.
We have updated to latest Amelia version hoping this would solve this problem, but the issue still persists.
I will send website credentials privately in the next message so you can open the backend and see all the configurations.
Thank you very much for your assistance.
Andzelika
I'd also like to add a link to my previous ticket regarding the issues with booking creations after payment back from the past - which was resolved by enabling "Create booking before payment" process.
Here's the link: https://tmsplugins.ticksy.com/ticket/3628933/
I thought this might be helpful.