Most orders don’t complete

Hi @mecsys,

This is interesting! Can you make sure that logging is enabled under WooCommerce > Settings > Payments > PayPal? It will be in the middle under Debug Log. If this was unchecked, put a check in it and save the settings, then run a test payment and see if it goes through, and wait for a bit to see if others are still not going through.

At that point (or if you have Debug Log already enabled) go to WooCommerce > Status > Logs and look for the PayPal log to see what is going on there, and feel free to post some of the logs here for us to look into.

I turned the Debug Log on when i submitted this topic yesterday. Sine then 5 orders were entered, none of which completed, but only two of them generated a log,
Here is art of one of those logs:
09-27-2018 @ 01:46:08 – WC_Gateway_PPEC_Client::_process_response: acknowleged response body: Array
(
[TOKEN] => EC-71L04304652780125
[SUCCESSPAGEREDIRECTREQUESTED] => false
[TIMESTAMP] => 2018-09-27T01:46:08Z
[CORRELATIONID] => 4ff136b9d8f88
[ACK] => Failure
[VERSION] => 120.0
[BUILD] => 49303320
[L_ERRORCODE0] => 10412
[L_SHORTMESSAGE0] => Duplicate invoice
[L_LONGMESSAGE0] => Payment has already been made for this InvoiceID.
[L_SEVERITYCODE0] => Error
)
———-
Do you think the duplicate Invoice is the problem? if so, that may be because we had to restore to an earlier backup. Where can i reset the ID to be sure we’re beyond the numbers that have been used?

thanks,

Mary

Hi again @mecsys,

Do you think the duplicate Invoice is the problem? if so, that may be because we had to restore to an earlier backup. Where can i reset the ID to be sure we’re beyond the numbers that have been used?

When there is a duplicate invoice, it means that there were existing invoices inside PayPal already which it errored on. Do you have older orders in your PayPal account with these same order numbers perhaps? Is it possible that you have another website linked to the same PayPal account, and that store has already gone through those invoice IDs?

We do see this problem happen from time to time, especially when WooCommerce was, or is still being used on another site. I would highly recommend checking your PayPal account for past orders with order numbers in the range of your current order numbers.

You can try going into your PayPal account’s setting to disable any duplicate invoices. Here’s information how to do it:

https://www.paypal.com/us/selfhelp/article/how-do-i-avoid-duplicate-transactions-ts1097

Next, please make a test purchase to see if the IDs still duplicate. If they do, then disable all plugins except for WooCommerce, your shipping provider and PayPal and do a test order again, and see if it goes through. If the test purchase works, re-activate each plugin separately and continue test purchases until the issue occurs. If it does not, reach out to PayPal to let them know and make sure everything is 100% there, and then let us know the results!

I changed the prefix from the default WC- to JMS- and the next couple of orders worked.
or is it the simple order # you see when looking at the orders in Admin?
We’d have about 3 weeks or potential duplicate Invoice #’s
Our current # is #19786. Seems to me the easier solution would be to advance that number to 21000 or something. Where would i find that #?
or if it’s something more complicated, built with the Invoice Prefix? If that’s the case then will changing that as described above continue to work?

Mary

Hi @mecsys

Do you have this issue after switching back to a default theme like Twenty Seventeen and disabling all plugins except for WooCommerce and PayPal Checkout? It’s likely that the theme isn’t processing the payments correctly as new IDs are created with each order and payment is applied to each accordingly.

Hi @mecsys,

We have not heard back from you in a bit, we hope things worked out ?? . We will close this thread, if you continue to have issues or run into other items please open a new thread.