Could not retrieve order. Version 1.9.3

  • Resolved davemspan

    (@davemspan)


    2 years, 6 months ago

    Hello.
    We have version 1.9.3, latest WP. No Siteground Optimizer plugin.
    We are still getting this error occasionaly. Customers see “Could not retrieve order”.

    Error in backend “Could not retrieve order. OrderEndpoint.php:459 Order status changed from Pending payment to Failed.”

    We have the buttons: https://tinyurl.com/2elfxlzl

    What can be done? Thanks

    The page I need help with: [log in to see the link]

Viewing 5 replies - 1 through 5 (of 5 total)
  • Plugin Support Syde Niklas

    (@niklasinpsyde)

    Hi @davemspan,

    When there is a failed order with this error, it means a user managed to click the “Place order” button from the PayPal Payments gateway.
    PayPal Payments hides this button on the Checkout page via JavaScript. But if JavaScript is disabled or the browser is too old, replacing the button may fail, exposing it to be clicked (which is not intended).
    The compatibility with older browsers (e.g. Safari on iPhone 8) took a hit in the 1.9.2 update, but the team is working to improve the compatibility with older browsers again, in the next version.
    For the time being, the error rate may be reduced with plugin versions 1.9.1 or older. But we always recommend staying on the latest version, because even with older versions, the error could occur when the browser is too old or JavaScript is disabled.

    If a buyer reaches out regarding the error, the best suggestion is to try a more modern browser (e.g. Chrome or Firefox).
    Here’s hoping the next update will reduce the error rate again, though.

    Kind regards,
    Niklas

    Thread Starter davemspan

    (@davemspan)

    Update: the customer is using Windows PC, google chrome.

    Plugin Support Syde Niklas

    (@niklasinpsyde)

    Hi @davemspan,

    Can you also reproduce this issue when trying yourself?
    We are not seeing this error with up-to-date browsers like Chrome on desktop. But the error could still occur when the JavaScript is disabled in the browser.
    If you can reproduce this error, I suggest giving it a try with this plugin version.
    This should improve browser compatibility and reduce the likeliness of the reported error being thrown.
    Please let us know how this works for you.
    Thanks!

    Kind regards,
    Niklas

    Thread Starter davemspan

    (@davemspan)

    Alas, we have no “Cookie Management Tool Consent Manager” plugin installed for our site.

    Plugin Support Syde Joost

    (@joostvandevijver)

    Hello,

    our next release will include improved browser handling and should resolve this issue. We currently have a beta release available that is also getting tested by WooCommerce, PayPal and us. It should become available within 2 weeks.

    Please open a new ticket if this release does not resolve this issue completely for you.

    Kind regards,
    Joost

Viewing 5 replies - 1 through 5 (of 5 total)
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