Error : Item amount mismatch. Items ditched.

  • Resolved elsappy

    (@elsappy)


    1 year ago

    Hello,

    Serveral customers reported a very annoying issue with Paypal : some of them had to place multiple orders in a row because their payment failed. But they have been finally debited for each attempt.

    After looking at the orders concerned, I noticed an error : Item amount mismatch. Items ditched.

    So I updated the plugin and now I have a new option in the settings called “Subtotal mismatch behavior”. How does it work and what is it supposed to do ? Do I have any settings to put in place to avoid this issue in the future ?

    Thanks !

Viewing 2 replies - 1 through 2 (of 2 total)
  • Plugin Support Syde Joost

    (@joostvandevijver)

    Hello @elsappy,

    Thank you for reaching out to us, we are here to help.

    The situation you are reporting seems to be comprised out of 2 individual situations that are not related to each other.

    The Item amount mismatch situation is where the calculation between PayPal and WooCommerce does not match, so our plugin drops the line items, in order to only use the total amount and not cause problems with the individual line items. Because of this, the order overview might not have all details of the purchase, but this should not cause any problems. The setting you mentioned, “Subtotal mismatch behavior”, can be used to add another line items to correct this calculation and keep the original line items in place.

    However, the real issue you are facing is that the customers place orders that seemed to have failed. Did you get the information from the customers what error they saw when this occurred? Have you been able to reproduce this issue? If you have been able to reproduce this, you may want to perform a full conflict test to rule out eventual issues with the theme or a different plugin. We recommend temporarily activating the default theme Storefront and disabling all other plugins except for?WooCommerce and?PayPal Payments to see if the behavior persists. Here’s a guide that explains the steps in more detail: How to test for conflicts.

    Please let us know how this works out for you. If you want to share the system report or logs to provide more details on this, and you don’t feel comfortable sharing those details on a public forum, please open a ticket with our service desk. You can find the instruction for this here: https://paypal.inpsyde.com/docs/request-support/
    (please add the URL of this thread in the ticket as well).

    Kind regards,
    Joost

    Plugin Support Syde Niklas

    (@niklasinpsyde)

    Since we haven’t heard back from you, I’ll mark this thread as resolved.

Viewing 2 replies - 1 through 2 (of 2 total)
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