Major paypal issues saying “declined” but went through

  • Resolved nexgraphics

    (@nexgraphics)


    1 month, 4 weeks ago

    Hi – my client is having issues wuith this plugin, we had a “failed” order on the site, saying it was declined but the client got proof from THEIR client who did the transaction, from PAYPAL showing that INDEED they were charged for the order on paypal so WHY did it FAIl in the checkout? Please, this is urgent and client is VERY upset – thank you

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

Viewing 2 replies - 1 through 2 (of 2 total)
  • Plugin Support Jignesh Patel

    (@jigneshmpatel)

    Hi @nexgraphics,

    Thank you for reaching out regarding the issue your client is facing. It can be frustrating when a transaction is marked as “declined” in WooCommerce but has actually gone through in PayPal.

    Here’s how to address the issue:

    1. Verify the Transaction in PayPal
      Log in to the PayPal account and locate the transaction using the transaction ID. Confirm that the status is “Completed” and matches the order details (e.g., amount and payer information). If the transaction is valid, proceed to the next step.
    2. Manually Update the Order Status
      Since the transaction was successfully processed by PayPal, you can manually update the WooCommerce order status to Completed via the order edit screen in the WordPress dashboard.The plugin typically relies on PayPal API responses to update the order status automatically. In this case, the “declined” status could indicate a temporary issue during API communication.
    3. Check Debug Logs
      Review the logs to better understand why the API marked the transaction as “declined.” You can find the logs by navigating to:
      WooCommerce > Status > Logs.
      Look for the log file prefixed with “paypal” and the relevant date to identify any errors or inconsistencies in the communication between your site and PayPal.
    4. Contact PayPal Merchant Technical Support (MTS)
      If the logs show no clear cause or if there’s an issue with how the PayPal API handled the transaction, reach out to PayPal Merchant Technical Support (MTS). You can contact them directly via the following link:
      PayPal Merchant Support
    Plugin Support Jignesh Patel

    (@jigneshmpatel)

    Hi @nexgraphics,

    I hope this message finds you well. I wanted to follow up on the issue your client was facing regarding transactions marked as “declined” in WooCommerce but processed in PayPal.

    Have you had a chance to review the steps we provided? If the issue persists or if you have any additional details or questions, feel free to share them, and we’ll be glad to assist you further.

    Looking forward to your reply!

Viewing 2 replies - 1 through 2 (of 2 total)
  • You must be logged in to reply to this topic.