Failed Order Email

  • Resolved andyh71

    (@andyh71)


    1 year, 10 months ago

    I’ve received an email through Woocommerce

    Order #***** Has Failed.

    No indications as to what’s gone wrong or how.

    I contacted the buyer and he advised that “Every time I proceed with the payment kept getting a banner popping up at the bottom mentioning ‘Ok (200) form error’ or something along those lines, but suffice to say it stopped the process”

    Can anyone advise how to problem solve this? Are there any logs that I can check to find any more information etc? What’s the best way to troubleshoot to ensure this doesn’t happen again?

    TRhanks

    The page I need help with: [log in to see the link]

Viewing 3 replies - 1 through 3 (of 3 total)
  • Thread Starter andyh71

    (@andyh71)

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    • `

    Hi @andyh71

    Thanks for reaching out!

    I am sorry to hear that your customers are unable to compelte the purchase process on your site due to error message that is popping upon payment.

    As a first step, can you please provide further information about this issue? Is this happening to all products on your site or for certain products only? Can you please check if there are any similarities or patterns to this issue? Like same products, same payment gateway, same customer, same location, etc?

    Meanwhile, checking your site’s checkout page, I can see that you have three payment gateways enabled: Super Payments, Square and Paypal. Were you able to replicate the scenario on your end using any of these payment methods and reproduce the same issue encountered by your customers?

    For us to investigate this further, can you please try to switch to the default Storefront theme and only WooCommerce plugin is enabled, create a test order using Cash on Delivery and see if the order is successful?

    If so, then this kind of problem is usually caused by your theme or a third-party plugin present on your site. We can run a conflict test to verify this. I’d recommend cloning your site to a staging environment and performing the tests described on this guide without modifying your live site or impacting customers. Many hosts provide staging facilities, so it’s worth checking in with them. It’s also possible to do it using the free WP Staging plugin.

    If this was caused by a third-party plugin present on your site, it would be best to reach out to the developers for further assistance here.

    If this did not resolve the issue, please share your System Status Report, that will help us further troubleshoot.

    You can find it via WooCommerce > Status. Select Get system report and then Copy for support. Once you’ve done that, you can paste it into your reply here.

    If you could also provide the fatal error logs (if any) under WooCommerce > Status > Logs.

    You could copy and paste your reply here or paste it via https://gist.github.com/ and send the link here.

    Let us know how it goes!

    Hi @andyh71

    We haven’t heard back from you in a while, so I’m going to go ahead and mark this thread as resolved. If you have any other questions please start a new topic.

    Thanks!

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