Issue with Order Processing and Customer Notification in WooCommerce

  • dG

    (@gottschalk)


    8 months ago

    Dear Plugin Support Team,

    I am reaching out to report an issue we’re experiencing with our WooCommerce site, specifically related to the processing of payments and the corresponding order visibility within WooCommerce, as well as the notification system to customers post-payment.

    After a customer completes a payment, the charge is successfully processed and deducted from their account. However, the order does not appear within the WooCommerce orders dashboard. Additionally, no confirmation or notification is sent to the shop owner regarding the order. And no money is received via PayPal.

    The only trace of the transaction can be found within the log files. All entries in the logs display a status code of 200 and a message indicating “OK,” which suggests that the transactions are being recognized as successful. For example:

    2024-03-19T09:48:20+00:00 DEBUG Webhook WH-84V65691CN038553A-9U964475CX4776839 received of type CHECKOUT.ORDER.APPROVED and by resource "checkout-order"
2024-03-19T09:48:20+00:00 DEBUG Webhook is going to be handled by CHECKOUT.ORDER.APPROVED on WooCommerce\PayPalCommerce\Webhooks\Handler\CheckoutOrderApproved
2024-03-19T09:48:21+00:00 DEBUG  https://api-m.paypal.com/v2/checkout/orders/209845729S785160R
Response Debug ID: c1e74493ae9d9
Response: Array
(
    [code] => 200
    [message] => OK
)

2024-03-19T09:48:21+00:00 INFO Webhook has been handled by CHECKOUT.ORDER.APPROVED on WooCommerce\PayPalCommerce\Webhooks\Handler\CheckoutOrderApproved

    Despite these seemingly successful transaction logs, the payment does not appear in our PayPal account, and as previously mentioned, the order is missing from the WooCommerce dashboard.

    Could you please assist us in troubleshooting this issue? We’re concerned about the impact on customer experience and our operation’s efficiency. Any guidance on resolving these discrepancies, ensuring that orders are correctly processed and visible in WooCommerce, and guaranteeing that customers receive timely notifications would be greatly appreciated.

    Thank you for your prompt attention to this matter.

    Best regards,

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

Viewing 5 replies - 1 through 5 (of 5 total)
  • Plugin Support Krystian from Syde

    (@inpsydekrystian)

    Hello,

    Thanks for reaching out to us, we’re here to help.

    We’d like to check the plugin log files for more details about the problem. It’s unlikely that a payment would go missing, but for more detailed answers, PayPal Merchant Technical Support (MTS) will be able to help.

    I assume that the “Logging” feature was enabled since you’ve already shared some logs with us. I suggest taking those along with the transaction’s debug and reaching out to PayPal Merchant Technical Support for assistance.

    • Every transaction will now generate a log entry, which you can access by navigating to WooCommerce > Status > Logs.
    • Select the most recent “woocommerce-paypal-payments” file corresponding to the date of the transaction in question.

    It’s important to understand that if “Logging” wasn’t enabled before, there will be no previous records of the transactions.

    Beyond this, it will be great if you could share your current System Status Report. You can get it by navigating to the?WooCommerce / Status?section of your site. Once there, click on the?Get system report?button and then copy it by clicking on the?Copy for support

    Please provide those log entries along with the system report on our?PrivateBin. After uploading, paste here the link, so we can review them in detail.

    If you do not wish to share this information publicly, we suggest you contact us directly for further assistance. We may need to examine your system report or logs to better understand what’s happening. You can open a ticket with our service desk. Here’s how you can request support: Request Support. Please make sure to include the URL of this thread in your ticket for reference.

    Kind regards,
    Krystian

    Thread Starter dG

    (@gottschalk)

    Here is the anonymized logfile and the system report:

    https://privatebin.inpsyde.com/?09a1cc0b42a30637#DJBgudtAPjcjts9CRfUUsKp6LNuJCBV4xkjUVx9wMrh7

    https://privatebin.inpsyde.com/?4a5610d98c6cfd6b#DmAz6r1zCQJnQXCBMFgdfU3v4HrnurHjRNAyBJpk2dus

    • This reply was modified 8 months ago by dG.
    • This reply was modified 8 months ago by dG.
    Plugin Support Krystian from Syde

    (@inpsydekrystian)

    Hello @gottschalk

    Based on the logs, we haven’t noticed anything that could lead to this issue. However, our plugin data is missing from the system report, so could you please update the file? This is example output:

    Could you also test the payment flow on your site using a sandbox account to see if you can replicate the problem? If you prefer not to disrupt your live site, I recommend conducting the test on a staging site. Keep in mind, to enable “Logging” function before testing on a staging site, as these logs will be valuable information in case you could reproduce this behaviour.

    Is it happening with every order or just randomly?

    For the orders and debugID, I suggest reaching out to PayPal Merchant Technical Support. Please let us know if you receive any response from them.

    Kind regards,
    Krystian

    Thread Starter dG

    (@gottschalk)

    Hi Krystian!

    Where do I find the WooCommerce PayPal Payments System Report ?

    Just checked the Webhooks again and it says they all work fine.

    This happens just randomly. Most payments go through without any issue. But some payments are not received, but charged from the customers account and then returned to the customer after some time.

    What is really problematic is that the merchants, are not notified about this – even though the activity is logged. Instead, we are only made aware of these issues through complaint emails from our customers. This not only puts us in a reactive position but also damages our reputation and customer trust.

    We encountered this problem extensively about a year ago and had reported it to PayPal Merchant Technical Support. It was explained to us at that time that this is an issue with PPro Payments, a PayPal partner that processes payments in Germany for PayPal.
    I was under the impression that the issue had been resolved in the interim. However, it seems that is not the case, and we are facing the same challenges again.

    Given the seriousness of this issue and its impact on our business operations, I will be opening another ticket with PayPal Merchant Technical Support. It is crucial for us to receive immediate notifications about transaction issues so we can address them promptly and maintain our customer satisfaction.

    Thank you for your help!

    Best regards,
    David

    Plugin Support Krystian from Syde

    (@inpsydekrystian)

    Hello?@gottschalk

    This happens just randomly. Most payments go through without any issue. But some payments are not received, but charged from the customers account and then returned to the customer after some time.

    This can only happen with?APMs?such as Giropay or Sofort and is technically not possible with regular PayPal Pay Later, or card payments. If this problem does happen, enabling the webhook order creation can help:?https://github.com/woocommerce/woocommerce-paypal-payments/wiki/Actions-and-Filters#webhook-order-creation

    What is really problematic is that the merchants, are not notified about this – even though the activity is logged. Instead, we are only made aware of these issues through complaint emails from our customers. This not only puts us in a reactive position but also damages our reputation and customer trust.

    PayPal has a different payment processing path for APMs and this issue can occur across all PayPal integrations (not only for WooCommerce). In a regular scenario, the WooCommerce order is created once the buyer confirmed the payment and returns to the checkout/order-received page.
    If the buyer never returns to this page (e.g. when paying via a mobile app), it could be possible that no WooCommerce order is created. Without the WooCommerce order, the funds will not be captured, hence PayPal refunds the payment after a few hours.

    The snippet mentioned above would allow the plugin to create the WooCommerce order once the?checkout.order.approved?webhook for an APM payment arrives.

    We understand the difficulties this can cause and are developing an alternative implementation for APMs via Orders API. This will take a little bit more time and for now, the only other alternative would be to disable APMs via the?Disable Alternative Payment Methods?setting.

    Let us know if the issue persists after enabling the filter, this is the most crucial step to move forward.

    Kind regards,
    Krystian

Viewing 5 replies - 1 through 5 (of 5 total)
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