Failed Order – OrderEndpoint.php

  • Resolved ronanwni

    (@ronanwni)


    2 years, 6 months ago

    Hi there,

    My client has just raised a ticket with us in which there was a failed order with the below error message.

    Could not retrieve order. /wp-content/plugins/woocommerce-paypal-payments/modules/ppcp-api-client/src/Endpoint/OrderEndpoint.php:459 Order status changed from Pending payment to Failed.

    I submitted two test orders myself, one when paying with PayPal account and one when paying via card with PayPal and wasn’t able to replicate the issue, although my orders were only for ￡0.01 each.

    When I Googled the error I did notice other people were having this issue and the Siteground Optimiser plugin was often mentioned as the culprit. We are not on Siteground nor are there any optimiser plugins installed on the website at all.

    Any ideas how to sort this?

    Thanks

    • This topic was modified 2 years, 6 months ago by ronanwni.

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Viewing 7 replies - 1 through 7 (of 7 total)
  • Plugin Support Syde Niklas

    (@niklasinpsyde)

    Hi @ronanwni,

    This error can occur when the buyer attempts the payment with an outdated or unsupported browser. For example, with IE11 or older (mobile) Safari versions, the PayPal smart buttons may fail to render on the Checkout page.
    When the buyer clicks the regular “Place order” button from the PayPal gateway, it would create a failed order.
    Following the 1.9.2 update, the compatibility with older browsers was (unintentionally) impacted, so it is more likely to encounter this error from older devices, compared to versions 1.9.1 and before.

    There is an ongoing investigation into improving the overall browser compatibility though, and the goal is to at least restore the compatibility with browsers that were working in previous versions.

    Kind regards,
    Niklas

    Thread Starter ronanwni

    (@ronanwni)

    Thanks for the update. So for now, should I roll back to a previous version until a new version is released with the browser compatibility issue resolved?

    Should I roll back to version 1.9.1 or one before that?

    Thanks

    Plugin Support Syde Niklas

    (@niklasinpsyde)

    Hi @ronanwni,

    This error can also occur in older versions as PayPal Payments requires a fairly modern browser to work correctly. I can’t say how big the impact would be for you because we do not yet have a clear overview of how the browser compatibility compares before and after the 1.9.2 update.
    We usually recommend staying on the latest plugin version to take advantage of the latest improvements.
    But when in doubt, this version should provide better compatibility with a couple of older browsers compared to the latest one.
    We expect the behavior in this regard will be improved further in future releases to provide wider compatibility.

    Kind regards,
    Niklas

    There was just an update to WooCommerce yesterday. Is this addressing this same issue? As I’m experiencing it as well. I just updated all my sites last week.
    And is that version fix that you are showing above a plugin? How do we use it?
    Thank you.

    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

    That’s great, thank you.

    Plugin Support Syde Joost

    (@joostvandevijver)

    Hello,

    our last release (1.9.4) should have improved the browser compatibility significantly, and we believe could have solved the issue you were facing. Please make sure you have updated to this last release and monitor if you are still encountering this issue.

    Kind regards,
    Joost

Viewing 7 replies - 1 through 7 (of 7 total)
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