Certain Order are cancelled even though Payment has been received

  • Resolved Vinesh

    (@vineshd)


    3 months, 3 weeks ago

    We recently had an issue where a handful of order payments were received, but WooCommerce shows the order as cancelled. We have the hold stick set to 60 minutes. Not sure if that could be the issue. Payments are received via PayFast within a few minutes of the orders being made.

    The problem occurred with about 6 orders out of 40.

    Any feedback on what could have caused this issue would be great.

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

Viewing 3 replies - 1 through 3 (of 3 total)
  • Plugin Support Zubair Zahid (woo-hc)

    (@doublezed2)

    Hello Vinesh,

    Thank you for reaching out to Woo support!

    I see that some of your orders were marked as canceled even though you’ve received payments for them. All these orders were paid via PayFast, right?

    Could you let me know how you confirmed that the orders were paid?
    Is there any indication in WooCommerce showing that the payments were received?

    To help me investigate further, could you edit the affected orders and share screenshots of the Order Notes? This will give me a clearer picture of what happened in the backend.

    Once I have this information, I’ll be in a better position to assist you further!

    Best regards.

    Thread Starter Vinesh

    (@vineshd)

    Hi Zubair

    We got confirmation this morning that the issue is with PayFast. The provided the following feedback:

    We had selected ITN (Instant Transaction Notification) delay. Confirmation of the order was sent out 2 hours later. By this time the order had been cancelled on the website due to stock hold timeout.

    They are busy trying to pinpoint the exact cause of the issue and will provide feedback. We were not unique and it appears to have affected many of their merchants.

    Regards

    Vinesh

    Plugin Support Zubair Zahid (woo-hc)

    (@doublezed2)

    Hello Vinesh,

    Thank you for your reply.

    I am glad to know that you have found the cause of the problem.
    I hope PayFast resolves this issue for you.

    Feel free to contact us again if you have any WooCommerce queries.
    I will be happy to help. ??

    Have a great day!

    Best regards.

Viewing 3 replies - 1 through 3 (of 3 total)
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