Checkout Errors

Hello @antpayne

To better judge what could be causing this, we are interested in a copy of your WooCommerce system report and your latest PayPal Payments log files.
The system report can be accessed from here:
WooCommerce > Status > Get system report > Copy for support
You can copy the log files from here:
WooCommerce > Status > Logs > select “woocommerce-paypal-payments-[…]” in the dropdown and click on view.
You can share it either privately with us from here:
https://paypal.inpsyde.com/docs/request-support/
If you send a private message, please include a link to this thread.

Thanks!
Femi

Hi Femi,

System report copy below

### WordPress Environment ###

WordPress address (URL): https://www.lovemygifts.co.uk
Site address (URL): https://www.lovemygifts.co.uk
WC Version: 6.8.0
REST API Version: ? 6.8.0
WC Blocks Version: ? 8.0.0
Action Scheduler Version: ? 3.4.0
Log Directory Writable: ?
WP Version: 6.0.2
WP Multisite: –
WP Memory Limit: 2 GB
WP Debug Mode: ?
WP Cron: ?
Language: en_GB
External object cache: –

### Server Environment ###

Server Info: Apache
PHP Version: 7.4.30
PHP Post Max Size: 200 MB
PHP Time Limit: 10000
PHP Max Input Vars: 10000
cURL Version: 7.84.0
OpenSSL/1.1.1q

SUHOSIN Installed: –
MySQL Version: 5.7.39-log
Max Upload Size: 200 MB
Default Timezone is UTC: ?
fsockopen/cURL: ?
SoapClient: ?
DOMDocument: ?
GZip: ?
Multibyte String: ?
Remote Post: ?
Remote Get: ?

### Database ###

WC Database Version: 6.8.0
WC Database Prefix: wp_
Total Database Size: 3882.31MB
Database Data Size: 2192.48MB
Database Index Size: 1689.83MB
wp_woocommerce_sessions: Data: 5.02MB + Index: 0.05MB + Engine InnoDB
wp_woocommerce_api_keys: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_woocommerce_attribute_taxonomies: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_woocommerce_downloadable_product_permissions: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
wp_woocommerce_order_items: Data: 36.58MB + Index: 16.55MB + Engine InnoDB
wp_woocommerce_order_itemmeta: Data: 247.81MB + Index: 216.55MB + Engine InnoDB
wp_woocommerce_tax_rates: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
wp_woocommerce_tax_rate_locations: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
wp_woocommerce_shipping_zones: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_woocommerce_shipping_zone_locations: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
wp_woocommerce_shipping_zone_methods: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_woocommerce_payment_tokens: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_woocommerce_payment_tokenmeta: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_woocommerce_log: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
lmg_suppliers: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_actionscheduler_actions: Data: 15.55MB + Index: 19.58MB + Engine InnoDB
wp_actionscheduler_claims: Data: 1.14MB + Index: 0.13MB + Engine InnoDB
wp_actionscheduler_groups: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_actionscheduler_logs: Data: 9.52MB + Index: 6.95MB + Engine InnoDB
wp_adtribes_my_conversions: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_cartflows_ca_cart_abandonment: Data: 3.47MB + Index: 0.08MB + Engine InnoDB
wp_cartflows_ca_email_history: Data: 0.08MB + Index: 0.06MB + Engine InnoDB
wp_cartflows_ca_email_templates: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_cartflows_ca_email_templates_meta: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_commentmeta: Data: 6.52MB + Index: 6.03MB + Engine InnoDB
wp_commentmeta_backup: Data: 1.52MB + Index: 2.02MB + Engine InnoDB
wp_comments: Data: 122.66MB + Index: 94.33MB + Engine InnoDB
wp_failed_jobs: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_links: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_mailchimp_carts: Data: 5.02MB + Index: 0.00MB + Engine InnoDB
wp_mailchimp_jobs: Data: 30.02MB + Index: 0.00MB + Engine InnoDB
wp_nf_objectmeta: Data: 0.52MB + Index: 0.00MB + Engine InnoDB
wp_nf_objects: Data: 0.08MB + Index: 0.00MB + Engine InnoDB
wp_nf_relationships: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_ninja_forms: Data: 0.08MB + Index: 0.00MB + Engine InnoDB
wp_ninja_forms_fav_fields: Data: 0.09MB + Index: 0.00MB + Engine InnoDB
wp_ninja_forms_fields: Data: 6.52MB + Index: 0.00MB + Engine InnoDB
wp_options: Data: 26.48MB + Index: 9.20MB + Engine InnoDB
wp_options_backup: Data: 13.52MB + Index: 0.44MB + Engine InnoDB
wp_postmeta: Data: 1169.00MB + Index: 870.00MB + Engine InnoDB
wp_postmeta_backup: Data: 80.63MB + Index: 91.25MB + Engine InnoDB
wp_posts: Data: 91.63MB + Index: 51.20MB + Engine InnoDB
wp_queue: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_relevanssi: Data: 64.63MB + Index: 88.98MB + Engine InnoDB
wp_relevanssi_log: Data: 52.58MB + Index: 34.08MB + Engine InnoDB
wp_relevanssi_stopwords: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_reorder_post_rel: Data: 2.52MB + Index: 0.00MB + Engine InnoDB
wp_termmeta: Data: 0.11MB + Index: 0.13MB + Engine InnoDB
wp_terms: Data: 0.08MB + Index: 0.09MB + Engine InnoDB
wp_term_relationships: Data: 6.52MB + Index: 6.52MB + Engine InnoDB
wp_term_taxonomy: Data: 0.11MB + Index: 0.11MB + Engine InnoDB
wp_tm_taskmeta: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_tm_tasks: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_usermeta: Data: 129.67MB + Index: 138.41MB + Engine InnoDB
wp_usermeta_backup: Data: 4.52MB + Index: 6.03MB + Engine InnoDB
wp_users: Data: 11.52MB + Index: 11.55MB + Engine InnoDB
wp_wcch_page_history: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wc_admin_notes: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wc_admin_note_actions: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wc_category_lookup: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wc_customer_lookup: Data: 0.14MB + Index: 0.13MB + Engine InnoDB
wp_wc_download_log: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_wc_gpf_render_cache: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wc_order_coupon_lookup: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_wc_order_product_lookup: Data: 0.14MB + Index: 0.16MB + Engine InnoDB
wp_wc_order_stats: Data: 0.17MB + Index: 0.16MB + Engine InnoDB
wp_wc_order_tax_lookup: Data: 0.05MB + Index: 0.03MB + Engine InnoDB
wp_wc_points_rewards_user_points: Data: 2.52MB + Index: 4.03MB + Engine InnoDB
wp_wc_points_rewards_user_points_log: Data: 3.52MB + Index: 4.55MB + Engine InnoDB
wp_wc_product_attributes_lookup: Data: 7.55MB + Index: 6.55MB + Engine InnoDB
wp_wc_product_download_directories: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wc_product_meta_lookup: Data: 1.52MB + Index: 1.56MB + Engine InnoDB
wp_wc_rate_limits: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wc_reserved_stock: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wc_tax_rate_classes: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wc_webhooks: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wfBlockedIPLog: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wfBlocks7: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
wp_wfConfig: Data: 4.27MB + Index: 0.00MB + Engine InnoDB
wp_wfCrawlers: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wfFileChanges: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wfFileMods: Data: 13.55MB + Index: 0.00MB + Engine InnoDB
wp_wfHits: Data: 2.02MB + Index: 1.14MB + Engine InnoDB
wp_wfHoover: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wfIssues: Data: 0.11MB + Index: 0.06MB + Engine InnoDB
wp_wfKnownFileList: Data: 6.52MB + Index: 0.00MB + Engine InnoDB
wp_wfLiveTrafficHuman: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wfLocs: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wfLogins: Data: 1.02MB + Index: 0.16MB + Engine InnoDB
wp_wfls_2fa_secrets: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wfls_settings: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wfNotifications: Data: 0.05MB + Index: 0.00MB + Engine InnoDB
wp_wfPendingIssues: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
wp_wfReverseCache: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wfSNIPCache: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
wp_wfStatus: Data: 1.02MB + Index: 0.09MB + Engine InnoDB
wp_wfTrafficRates: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_woocommerce_gpf_google_taxonomy: Data: 1.52MB + Index: 0.00MB + Engine InnoDB
wp_wpmailsmtp_debug_events: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wpmailsmtp_tasks_meta: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wpsmtp_logs: Data: 0.03MB + Index: 0.00MB + Engine InnoDB
wp_yith_ywpar_points_log: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_yith_ywrac_email_log: Data: 0.02MB + Index: 0.00MB + Engine InnoDB

### Post Type Counts ###

acf: 7
acf-field: 87
acf-field-group: 14
attachment: 42357
custom_css: 1
global_product_addon: 1
nav_menu_item: 70
nf_sub: 107786
page: 50
popup_theme: 7
post: 67
product: 8403
product_variation: 357
revision: 938
shop_coupon: 27
shop_order: 247805
shop_order_refund: 4601
shortcoder: 1
wc_order_status: 8
wcct_countdown: 23
ywtm_tab: 1

### Security ###

Secure connection (HTTPS): ?
Hide errors from visitors: ?

### Active Plugins (43) ###

ReOrder Post Within Categories: by Aurélien Chappard
Aurovrata Venet – 1.8.1

Advanced Custom Fields PRO: by Elliot Condon – 5.9.0
Classic Editor: by WordPress Contributors – 1.6.2
Easy FancyBox: by RavanH – 1.8.18
Facebook for WooCommerce: by Facebook – 2.6.20
Google XML Sitemaps: by Auctollo – 4.1.5
Mailchimp for WooCommerce: by Mailchimp – 2.7.2
Maintenance: by WebFactory Ltd – 4.06
Media Meta & Force Regenerate: by Jordy Meow – 0.0.3
PayPal for WooCommerce: by Angell EYE – 3.0.33
WooCommerce Product Filter: by Mihajlovic Nenad – 6.5.5
Relevanssi: by Mikko Saari – 4.16.0
REVIEWS.io for WooCommerce: by Reviews.co.uk – 0.20
Ship to Different Address Unchecked for WooCommerce: by eCreations – 1.1
Shortcoder: by Aakash Chakravarthy – 5.8
Simple 301 Redirects: by WPDeveloper – 2.0.6
Tawk.to Live Chat: by Tawkto – 0.7.2
Top Bar: by WP Darko – 3.0.3
User Switching: by John Blackbourn & contributors – 1.7.0
WooCommerce Cart Donations: by circlefund – 1.0
Product Feed PRO for WooCommerce: by AdTribes.io – 11.8.0
WooCommerce API Product Sync with Multiple Stores: by Obtain Infotech – 2.4.1
WooCommerce Checkout Field Editor: by WooCommerce – 1.5.13
WooCommerce Conditional Shipping and Payments: by SomewhereWarm – 1.5.7
WooCommerce PayPal Pro Hosted: by WooCommerce – 1.0.15
Pixel Manager for WooCommerce: by SweetCode – 1.19.1
WooCommerce Google Analytics Pro: by SkyVerge – 1.3.4
WooCommerce Google Ads Dynamic Remarketing: by SweetCode – 1.8.2
Advanced Order Export For WooCommerce (Pro): by AlgolPlus – 2.1.1
WooCommerce Order Status Manager: by SkyVerge – 1.10.0
WooCommerce PayPal Payments: by WooCommerce – 1.9.2
WooCommerce Points and Rewards: by WooCommerce – 1.6.4
WooCommerce Product Add-ons: by WooCommerce – 2.8.1
WooCommerce Product CSV Import Suite: by WooCommerce – 1.10.15
WooCommerce Google Product Feed: by Lee Willis – 7.1.5
WooCommerce: by Automattic – 6.8.0 (update to version 6.8.2 is available)
Wordfence Security: by Wordfence – 7.6.0
WP Extra File Types: by Davide Airaghi – 0.5.2
WP Mail SMTP: by WPForms – 3.5.1
WP Sync DB: by Sean Lang – 1.5
WPS Hide Login: by WPServeur
NicolasKulka
wpformation – 1.9.6

YITH WooCommerce Ajax Search Premium: by YITH – 1.7.11
YITH WooCommerce Tab Manager Premium: by YITH – 1.2.23

### Inactive Plugins (17) ###

Clearpay Gateway for WooCommerce: by Clearpay – 3.4.2
Custom Order Numbers for WooCommerce: by Tyche Softwares – 1.3.5
Disable Bloat for WordPress & WooCommerce: by Disable Bloat – 3.0.3
Finale Lite - Sales Countdown Timer & Discount for WooCommerce: by XLPlugins – 2.15.0
GTM4WP: by Thomas Geiger – 1.16.1
Query Monitor: by John Blackbourn – 3.9.0
ReOrder Posts within Categories: by Aurorata V. – 2.12.5
UpdraftPlus - Backup/Restore: by UpdraftPlus.Com
DavidAnderson – 2.16.62.25

Visual Term Description Editor: by Shea Bunge – 1.8.1
WooCommerce Cart Abandonment Recovery: by CartFlows Inc – 1.2.18
WooCommerce Customer History: by Brian Richards – 1.2.1
WooCommerce Product Filter: by Mihajlovic Nenad – 6.5.4
Woocommerce Products Per Page: by Jeroen Sormani – 1.2.6
WP-Optimize Premium - Clean, Compress, Cache: by David Anderson
Ruhani Rabin
Team Updraft – 3.0.14

YITH Infinite Scrolling Premium: by YITH – 1.5.0
YITH Purchased Column for WooCommerce: by YITHEMES – 1.1.7
YITH WooCommerce PDF Invoice and Shipping List: by YITH – 1.2.22

### Dropin Plugins (1) ###

maintenance.php: maintenance.php

### Settings ###

API Enabled: ?
Force SSL: ?
Currency: GBP (￡)
Currency Position: left
Thousand Separator: ,
Decimal Separator: .
Number of Decimals: 2
Taxonomies: Product Types: external (external)
grouped (grouped)
simple (simple)
variable (variable)

Taxonomies: Product Visibility: exclude_from_catalog (exclude_from_catalog)
exclude_from_search (exclude_from_search)
exclude-from-catalog (exclude-from-catalog)
exclude-from-search (exclude-from-search)
featured (featured)
outofstock (outofstock)
rated-1 (rated-1)
rated-2 (rated-2)
rated-3 (rated-3)
rated-4 (rated-4)
rated-5 (rated-5)

Connected to WooCommerce.com: –
Enforce Approved Product Download Directories: –

### WC Pages ###

Shop base: #4 - /shop/
Basket: #5 - /cart/
Checkout: #6 - /checkout/
My account: #7 - /my-account/
Terms and conditions: #64 - /terms-conditions/

### Theme ###

Name: Love My Gifts
Version: 2.0
Author URL: https://www.strathernassociates.co.uk
Child Theme: ? – If you are modifying WooCommerce on a parent theme that you did not build
personally we recommend using a child theme. See: How to create a child theme

WooCommerce Support: ?

### Templates ###

Overrides: lovemygifts/woocommerce/archive-product.php version 2.0.0 is out of date. The core version is 3.4.0
lovemygifts/woocommerce/cart/cart-item-data.php
lovemygifts/woocommerce/cart/cart-totals.php
lovemygifts/woocommerce/cart/cart.php version 3.1.0 is out of date. The core version is 3.8.0
lovemygifts/woocommerce/cart/cross-sells.php version 3.0.0 is out of date. The core version is 4.4.0
lovemygifts/woocommerce/checkout/review-order.php version 2.3.0 is out of date. The core version is 5.2.0
lovemygifts/woocommerce/content-product.php version 3.0.0 is out of date. The core version is 3.6.0
lovemygifts/woocommerce/content-single-product.php version 3.0.0 is out of date. The core version is 3.6.0
lovemygifts/woocommerce/emails/customer-completed-order.php version 2.5.0 is out of date. The core version is 3.7.0
lovemygifts/woocommerce/emails/customer-processing-order.php version 2.5.0 is out of date. The core version is 3.7.0
lovemygifts/woocommerce/emails/customer-refunded-order.php version 2.5.0 is out of date. The core version is 3.7.0
lovemygifts/woocommerce/emails/email-addresses.php version 3.0.0 is out of date. The core version is 5.6.0
lovemygifts/woocommerce/emails/email-customer-details.php
lovemygifts/woocommerce/emails/email-footer.php version 2.3.0 is out of date. The core version is 3.7.0
lovemygifts/woocommerce/emails/email-header.php version 2.4.0 is out of date. The core version is 4.0.0
lovemygifts/woocommerce/emails/email-order-details.php version 3.0.0 is out of date. The core version is 3.7.0
lovemygifts/woocommerce/emails/email-order-items.php version 3.0.0 is out of date. The core version is 3.7.0
lovemygifts/woocommerce/emails/email-styles.php version 2.3.0 is out of date. The core version is 4.0.0
lovemygifts/woocommerce/loop/pagination.php version 2.2.2 is out of date. The core version is 3.3.1
lovemygifts/woocommerce/single-product/add-to-cart/simple.php version 3.0.0 is out of date. The core version is 3.4.0
lovemygifts/woocommerce/single-product/meta.php
lovemygifts/woocommerce/single-product/up-sells.php
lovemygifts/woocommerce/single-product.php

Outdated Templates: ?
					
					
						Learn how to update

### WooCommerce PayPal Payments ###

Onboarded: ?
Shop country code: GB
WooCommerce currency supported: ?
PayPal card processing available in country: ?
Pay Later messaging available in country: ?
Webhook status: ?
Vault enabled: ?
Logging enabled: –
Reference Transactions: ?
Used PayPal Checkout plugin: –

### Admin ###

Enabled Features: activity-panels
analytics
coupons
customer-effort-score-tracks
experimental-products-task
experimental-import-products-task
experimental-fashion-sample-products
experimental-product-tour
shipping-smart-defaults
shipping-setting-tour
homescreen
marketing
mobile-app-banner
navigation
onboarding
onboarding-tasks
remote-inbox-notifications
remote-free-extensions
payment-gateway-suggestions
shipping-label-banner
subscriptions
store-alerts
transient-notices
wc-pay-promotion
wc-pay-welcome-page
wc-pay-subscriptions-page

Disabled Features: minified-js
settings

Daily Cron: ? Not scheduled
Options: ?
Notes: 9
Onboarding: completed

### Action Scheduler ###

Canceled: 150
Oldest: 2022-08-02 11:17:04 +0000
Newest: 2022-08-30 22:35:06 +0000

Complete: 27,929
Oldest: 2022-08-01 11:45:04 +0000
Newest: 2022-08-31 12:26:07 +0000

Failed: 7,837
Oldest: 2021-02-23 05:41:57 +0000
Newest: 2022-08-23 16:10:04 +0000

Pending: 3
Oldest: 2022-08-31 12:31:07 +0000
Newest: 2022-08-31 22:06:50 +0000

### Status report information ###

Generated at: 2022-08-31 12:31:03 +00:00

You can copy the log files from here:
WooCommerce > Status > Logs > select “woocommerce-paypal-payments-

I can only see this type of info on logs (most recent below)

2022-08-31T11:50:25+00:00 DEBUG get_order_item_data received an order item which is not a valid product: 24297
2022-08-31T11:50:27+00:00 DEBUG WooCommerce detects the page ID 0 as product, but when invoked by wc_get_product( 0 ) it returns no product object
2022-08-31T11:50:27+00:00 DEBUG WooCommerce detects the page ID 0 as product, but when invoked by wc_get_product( 0 ) it returns no product object
2022-08-31T11:50:27+00:00 DEBUG WooCommerce detects the page ID 0 as product, but when invoked by wc_get_product( 0 ) it returns no product object
2022-08-31T11:50:27+00:00 DEBUG WooCommerce detects the page ID 0 as product, but when invoked by wc_get_product( 0 ) it returns no product object
2022-08-31T11:50:27+00:00 DEBUG WooCommerce detects the page ID 0 as product, but when invoked by wc_get_product( 0 ) it returns no product object

Hello

Thanks for sharing the information.
The logs you have shared are not PayPal Payments logs.
Can you please make sure that logging is enabled in the plugin settings and then try again?

Any eventual error messages should then be saved in a log file.
After testing again, we would then be interested in your most recent PayPal Payments logfile from here:
WooCommerce?>?Status?>?Logs?> select “woocommerce-paypal-payments-[…]” in the dropdown and click on view.?

I also see that you have other PayPal plugins active on your site, please deactivate other PayPal plugins, and test to see if the issue persists.

Thanks.
Femi.

Hi, we are now seeing this error

Could not retrieve order. OrderEndpoint.php:459 Order status changed from Pending payment to Failed.

Hello @antpayne

We have been receiving more similar reports about this error (Could not retrieve order). It seems that since our 1.9.2 release there have been an increasing amount of failures for purchases done via older web browsers. You can test this issue when you use Internet Explorer, the same issue should occur for any order to test.

We are working on improving our browser compatibility for our next release.
If you are interested you can test this package that our developers provided last week, which should already improve the browser compatibility. However, this was their first attempt, so we expect to have a better solution for our next release. I was told it might also be a solution to revert back to version 1.9.1, but I cannot confirm that (on my test environment I could not test this successful).

If you decide to use this package, we would be happy to hear about your experience using it.
I have linked the bugs we have open for this issue to this request, so you should get updated once we have any fix in place for this.

Let me know if this improves your situation or if you need additional support.

Kind regards,
Joost

Hello, we are still missing orders due to this error. I have requested compensation from PayPal. Who is responsible for compensating us for lost sales? Anthony Payne.

Hello @antpayne

This forum is handled by the technical plugin support team, and we have no access to any of the financial systems of PayPal. Neither do we handle any compensation requests; only technical questions. I would advise you to get in contact with PayPal General Merchant Support for this question.

Kind regards,
Joost

Hello @antpayne

The issue with the error “Could not retrieve order” has been addressed for our next release 1.9.4, for which we currently have a beta version that we are testing. If you want to test this solution as well, please download it from the link provided.
However, this issue is caused by a web browser compatibility issue, so you would first need to find a way in the current version in which you can reproduce the issue consistently in order to verify the fix.

The official release should occur within 2 weeks, so you can also wait for that, if you want to avoid using beta versions.

Kind regards,
Joost