Failed order reviving after several hours?

  • Resolved laksoo

    (@laksoo)


    2 years, 12 months ago

    Here’s the order note from one of my orders. I use the recent PayPal Payments 1.7.0

    ————————————————-
    Order status changed from Failed to Completed.
    March 27, 2022 at 10:12 pm Delete note

    PayPal transaction ID: *****44JM086963N
    March 27, 2022 at 10:12 pm Delete note

    Could not process order. No PayPal order found in the current WooCommerce session. Order status changed from Pending payment to Failed.
    March 27, 2022 at 7:36 am Delete note
    ——————————————–

    If you look into the notes, the order failed at 7:36 AM.
    I’m pretty sure that the user saw the failure message, gave up and left.

    But somehow, the order came back from its grave and completed at 10:12 PM. Almost 15 hours late!

    For the customer, this is not the optimal experience. If the order has failed once, it should stay as a failure. If the funding source takes a long time, it should stay “pending”

    This happens once out of 10-15 orders for me. I suspect this could be caused by a specific funding source. I’ve been asking the customers so far, but none of them answered so far.

    Any ideas to prevent this symptom?

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

    (@laksoo)

    One more thing to add.

    I had the “hold stock” at 60 minutes, maybe this is the problem.

    I’ve set it to 1440 as an experiment. In this way, the user may see the “Pending” state as long as it is necessary. (24 hours will be sufficient)

    • This reply was modified 2 years, 12 months ago by laksoo.
    Plugin Support Syde Niklas

    (@niklasinpsyde)

    Hi @laksoo,

    The next update includes measures to prevent users from causing this error message as it can happen on slow connections when it takes a while for the “Place order” button to be replaced by the PayPal smart buttons. Clicking the “Place order” button would cause this error.

    When the user left the webpage open for a while, the session may still be valid so it is not unusual for a failed order to be updated into a Processing state if the buyer attempts again at a later point without closing the session.
    The Hold stock setting shouldn’t have any impact on this either way as it would only cancel orders while the order is in “Pending payment” which should rarely happen with PayPal Payments at the moment.

    The next update is currently being tested and a pre-release version can be downloaded from GitHub if you’d like to give it a try to see how it works on the Checkout page for you: https://github.com/woocommerce/woocommerce-paypal-payments/releases

    Kind regards,
    Niklas

    Plugin Support Femi

    (@femiyb)

    Hi there

    We have not heard back from you in a while, so I’m marking this thread as resolved.
    Hopefully, the above information helped you out.
    If you have any further questions, please feel free to reopen this topic or create a new one.

    Cheers! ??

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