Customers have problem checking out

I do have the same issue.

Customer reported a problem when checking out using deb / credit card. Customer said that he filled up the paypal form and when he submitted he got prompt to the form again.

I have tested it twice with my credit card and indeed I have experienced the same.

When I filled up the paypal form the second time I have received the SMS with the code from my bank I entered the code and paypal did as if it worked (paypal pop up window closed) the order was triggered in woocommerce (in the waiting for payment status) but no transaction was registered in paypal neither in my credit card.

I do have the logs of the failed transactions I can send you.

Cheers

Hi @gentlemako

A lot of our customers have problems placing an order with the debit/credit card button, all of them keep saying that it just keeps spinning and nothing happens.

That’s odd. We didn’t see any similar bug report on this, so it could be related to some conflict on your website.

Would you mind doing a conflict test by switching the theme to Storefront theme, then see if that resolves the issue. If not, then proceed further, with Storefront theme still active, to deactivate all plugins except WooCommerce and the WooCommerce PayPal Checkout Payment Gateway plugin, then test again, see if that resolves.

Let me know how it goes.

Secondly, @mbri I understand that you might have a similar issue, but it’s really recommended that you create a separate support thread, because in most cases a case is unique although might be similar, therefore we can respond properly.

Hi there, thank you for the response,

Not all customers have this problem but like 2% to 3%. I think this has to do with their debit/credit card not been accepted by PayPal. but Paypal does not show any error it only keeps spinning.

In one case we had the customer change their debit card to a credit card and it works fine.

Currently, we cannot afford to disable plugins or switching themes, we have thousands of visitors a day that cost a lot of $$$$, we’ll just use the default atm till this gets better.

In addition, we may soon change debit/credit card gateway to stripe because of the shitty support this company provides even though they make thousands of dollars with our company.

Anyway, Thank you for your assistance.

Hi @gentlemako,

Not all customers have this problem but like 2% to 3%. I think this has to do with their debit/credit card not been accepted by PayPal. but Paypal does not show any error it only keeps spinning.

Error messages should indeed be returned. I would recommend trying to find out exactly how to reproduce the problem. Once you can reproduce it, create a staging site(you can use the free plugin, WP-Staging), and do the above mentioned conflict test there. That will prevent any disruption on your live site.