“Could not retrieve order.” errors

  • Resolved letterafterz

    (@letterafterz)


    2 years, 6 months ago

    Hey guys,

    Just recently switched over to this plugin from the inbuilt WooCommerce paypal stuff on one of my clients sites.

    We’ve had a bunch of orders marked as failed with the following error in the Order notes:
    Could not retrieve order. .../plugins/woocommerce-paypal-payments/modules/ppcp-api-client/src/Endpoint/OrderEndpoint.php:459 Order status changed from Pending payment to Failed.

    These customers have apparently been succesfully charged by PayPal at their end however.

    Following these issues, I’ve updated from 1.9.1 to 1.9.3, but just wanted to flag this incase it’s not fixed in the newer version.

    Also wanted to advise what they should do to resolve this orders that have become failed in the system?

    Thanks

Viewing 3 replies - 1 through 3 (of 3 total)
  • Plugin Support Syde Niklas

    (@niklasinpsyde)

    Hi @letterafterz,

    The error “Could not retrieve order.” mostly occurs when buyers use an unsupported browser for the payment. Compatibility with older browsers is sometimes difficult as PayPal Payments requires a fairly modern browser and JavaScript to work correctly.

    These customers have apparently been succesfully charged by PayPal at their end however.

    This appears rather unlikely to me when this error is thrown in the Checkout, as the PayPal payment process usually would not be initiated in the first place.
    To better judge what’s happening, we are interested in a copy of your WooCommerce system report, and your latest PayPal Payments log files.
    You can share the logs either here in the forums or privately with us from here:
    https://paypal.inpsyde.com/docs/request-support/
    Please include a link to this thread when sending a private message.
    Thanks!

    Following these issues, I’ve updated from 1.9.1 to 1.9.3, but just wanted to flag this incase it’s not fixed in the newer version.

    The browser compatibility was negatively impacted after the 1.9.1 update, but the team is working to improve it with the next update.

    Kind regards,
    Niklas

    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

    we are facing same problem since yeasterday our orders are getting failed.

    error: facing clients
    Could not retrieve order. OrderEndpoint.php:535 Order status changed from Pending payment to Failed.

    sometime its shows

    Could not retrieve order once someone click on pay with credit or debit card option in paypal please help us t resolved this issue. Thanks

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