User Fees not always calculated at checkout

Bug Reports
1

Hello,
I’m running HivePress with the ExpertPress theme, and I’m experiencing an issue with the User Fees feature.

Some months ago, I reported a similar bug where the User Fee was not being applied at checkout. Your team released an update that resolved the issue, and everything appeared to work correctly, so we launched the website.

Our setup is as follows:

  • The platform keeps 20%, and vendors receive 80%.

  • We add an additional 4.5% + $0.30 fee to the end user to offset Stripe’s commission (so neither we nor the vendor cover Stripe’s fee).

  • This is currently configured using HivePress’ User Fees feature.

While reviewing past transactions, we’ve noticed that some orders include the User Fee, but others do not. The fees are not being applied consistently, even though the configuration has not changed. This results in the platform or vendor absorbing Stripe fees unintentionally.

Could you please investigate why the User Fee is not being applied to all transactions?
This was previously fixed, so it seems the issue may have resurfaced.

Also, if there is a more reliable way to pass Stripe’s processing fees directly to the end user, without relying on the HivePress User Fees system, we would be happy to implement that instead.

Thank you! Let me know if you need admin access or logs.

2

Hi,

Before we begin troubleshooting, could you help us gather some additional information so we can identify the issue more quickly? Specifically, we’d like to know if this issue is related to a specific category or if it affects all categories, whether it occurs with a specific vendor or user or if it’s happening for everyone. Any other relevant details would also be helpful, as the more context we have, the faster we can pinpoint the cause and provide a solution

3

It happens absolutely randomly.
For example I had a client buying two products in two different checkout sessions in rapid succession (2 mins apart). The first time the fee was applied and the second time it wasn’t.
So even for the same product, same vendor and same user, the issue is not replicable.
This of course is just an example.
Even with different vendors with different users and same product sometimes the fee is applied and sometimes it isn’t. It looks like it’s accross the border and it happens with any listing, any end user and any vendor.

4

Alternatively, is there any other way to charge the end user for the transaction fee without using Hivepress User Fee feature? Different payment methods charge different fees, and we’d like to have the end user pay for that fee whatever it may be.
Thank you

7

Thank you for the details.

This issue occurs when using the new WooCommerce checkout block instead of the legacy shortcode version.

For now, we recommend using the shortcode, as full compatibility with the block isn’t available yet. Please edit your Checkout page and make sure the content is [woocommerce_checkout] and not a block.

Pleae let me know if the issue is resolved.