Confused Error

  • Resolved alexliii

    (@alexliii)


    1 year, 9 months ago

    Hello

    I got an error on the order page:

    Failed to process the payment. Please try again or contact the shop admin. [UNPROCESSABLE_ENTITY] The requested action could not be performed, semantically incorrect, or failed business validation. https://developer.paypal.com/docs/api/orders/v2/#error-INSTRUMENT_DECLINED CardButtonGateway.php:315 [UNPROCESSABLE_ENTITY] The requested action could not be performed, semantically incorrect, or failed business validation. https://developer.paypal.com/docs/api/orders/v2/#error-INSTRUMENT_DECLINED OrderEndpoint.php:327 Order status changed from Pending payment to Failed.

    According to the above message, the payment failed, right?

    https://prnt.sc/fZLNr928udOb

    But we actually received the payment in our Paypal account.

    https://prnt.sc/qZ1QR25dgZGu

    Would you please let us know what we should do ?

    Thanks and have a nice day.

Viewing 6 replies - 1 through 6 (of 6 total)
  • hurry

    (@extremist87)

    happens for all payments?

    Plugin Support Syde Niklas

    (@niklasinpsyde)

    Hi @alexliii

    The INSTRUMENT_DECLINED error means the bank of the customer declined the payment. When this error occurs, an order is created in the Failed status, but the payment process is restarted and the customer can try it again.

    When the payment is successful on the second attempt, the same WooCommerce order should be updated and move to the Processing status.

    So it should not be necessary to manually change anything on the order, as it’s supposed to update automatically (but only when the customer tried it again, of course).
    Could you please share with us a screenshot of the complete WooCommerce order? You can redact customer details.

    When the order did not update and remained in the Failed status, it is also possible there may be an issue with the webhooks not being received. Is Logging enabled on this site, so we could take a look into your plugin log files for this transaction? This would help us get a better understanding of the plugin activity.
    Thanks!

    Kind regards,
    Niklas

    Thread Starter alexliii

    (@alexliii)

    Not always, but quite often, Two issue for three order since the day before yesterday.

    And here is a screenshot of new one:

    https://prnt.sc/wprBgbdfuKA5

    There is no error log related to Paypal on Woocommerce status.

    Is Logging enabled on this site, so we could take a look into your plugin log files for this transaction??

    Do you mean enable logging in Paypal payment:

    https://prnt.sc/cB_LIRfkXBb_

    If yes, sorry, we did not enable it, but I just enable it.

    Thanks

    Thread Starter alexliii

    (@alexliii)

    Hello @niklasinpsyde,

    I enabled logging, and there is error logs, is it safe to post all of error log content here?

    Thanks

    Thread Starter alexliii

    (@alexliii)

    I asked one customer to checkout, and the error log show:

    ERROR Webhook verification failed

    How should I send you the full content of the error log please?

    Plugin Support Syde Joost

    (@joostvandevijver)

    Hello @alexliii

    I have responded to the private engagement you have created for the webhook errors (and marked the other .org engagement as resolved), and we should continue working on that via that engagement. I believe the other error you opened this thread for (INSTRUMENT_DECLINED), is an issue that is not caused on our plugin, but on the bank of the customer, as Niklas explained. For this reason, there is not much we can do for this situation. I will also mark this thread as resolved and pend your response on the private engagement.

    Please reopen if you don’t agree and let us know what we can do for you.

    Kind regards,
    Joost

Viewing 6 replies - 1 through 6 (of 6 total)
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