New PayPal errors

  • Luke

    (@danceyrselfclean_admin)


    2 weeks, 2 days ago

    We have started getting a lot of failed orders with customers using PayPal.

    Example 1:

    Failed to process the payment. Please try again or contact the shop admin. [UNPROCESSABLE_ENTITY] The requested action could not be performed, semantically incorrect, or failed business validation. https://developer.paypal.com/api/rest/reference/orders/v2/errors/#ORDER_NOT_APPROVED PayPalGateway.php:685 ORDER_NOT_APPROVED Payer has not yet approved the Order for payment. Please redirect the payer to the ‘rel’:’approve’ url returned as part of the HATEOAS links within the Create Order call or provide a valid payment_source in the request.
    OrderEndpoint.php:346 Order status changed from Pending payment to Failed.

    Example 2:

    Payer action required, possibly overcharge. Payer needs to perform the following action before proceeding with payment. Order status changed from Pending payment to Failed.

    Example 3:

    Instrument declined. The instrument presented was either declined by the processor or bank, or it can’t be used for this payment. Order status changed from Pending payment to Failed.

    We have not changed anything with our setup recently and I am not sure exactly what these errors refer to.

Viewing 6 replies - 1 through 6 (of 6 total)
  • Plugin Support Krystian from Syde

    (@inpsydekrystian)

    Hello @danceyrselfclean_admin

    Regarding Example 1:
    This is the first time I am seeing this specific API output in our plugin. I have reviewed the ticket history thoroughly. To assist you better, we would like to gain access to the complete logs from this transaction.

    You can retrieve these logs by navigating to:
    WooCommerce > Status > Logs
    Then select the most recent “woocommerce-paypal-payments” log file that corresponds with the date of the failed order.

    Please provide those log entries on our PrivateBin. After uploading, share the link with us so we can review them in detail.

    Additionally, it would be helpful to know if you can reproduce this issue using a sandbox account on a staging site. This might help identify if the issue is related to a specific pattern.

    Regarding Example 2:
    The message “Payer action required, possibly overcharge” typically occurs when there are additional charges added to the payment, such as extra taxes. Most likely the payment process was interrupted because the buyer was overcharged, which is not allowed in PSD2 regions. When the popup window closes, instead of being redirected to the order-received page, the buyer is sent back to PayPal with the updated order totals to attempt payment again. This can occur if fees are added only after the user has authorized the payment in PayPal. Are you using any custom code or third-party plugins that might add extra costs for PayPal payments?

    Regarding Example 3:
    The error message “INSTRUMENT_DECLINED” is directly related to issues on PayPal’s side. These errors usually occur when a buyer cancels the checkout process or if their card cannot be charged. This could be due to insufficient funds or issues with the payment method being used. The order was likely successful after changing the payment method.

    If the problems continue, I recommend contacting PayPal Merchant Support directly and providing them with a debug ID for further assistance.

    If you have any further questions or need assistance, please let me know.

    Kind Regards,

    Krystian

    Thread Starter Luke

    (@danceyrselfclean_admin)

    Thanks for the reply.

    Regarding the first error message, we didn’t have logging enabled for this plugin so I have enabled that now. Will give it a couple of days for a new failed order with this message to occur. I will try and setup a test environment to try and replicate the error.

    For error message two, we are not using any custom code or third-party plugins that might add extra costs for PayPal payments.

    Thread Starter Luke

    (@danceyrselfclean_admin)

    Here is a copy of the latest logs where we have had another failed order with the first type of error:

    https://privatebin.syde.com/?b9d4cfbf395cd380#D1vTWXnmK6i8jVRKVVJYExcSwrvkhqZ8K1GaQisvexXN

    Failed to process the payment. Please try again or contact the shop admin. [UNPROCESSABLE_ENTITY] The requested action could not be performed, semantically incorrect, or failed business validation. https://developer.paypal.com/api/rest/reference/orders/v2/errors/#ORDER_NOT_APPROVED PayPalGateway.php:685 ORDER_NOT_APPROVED Payer has not yet approved the Order for payment. Please redirect the payer to the ‘rel’:’approve’ url returned as part of the HATEOAS links within the Create Order call or provide a valid payment_source in the request.
    OrderEndpoint.php:346 Order status changed from Pending payment to Failed.

    Plugin Support Krystian from Syde

    (@inpsydekrystian)

    Hello @danceyrselfclean_admin

    Could you please let us know if the “Require final confirmation on checkout” option is checked or unchecked in your PayPal settings?

    Could you also share a screenshot of all your current shipping options in the WooCommerce section?

    Kind Regards,

    Krystian

    Thread Starter Luke

    (@danceyrselfclean_admin)

    Require final confirmation on checkout is unchecked.

    Shipping options attached. Let me know if you need further shipping screenshot.

    Plugin Support Krystian from Syde

    (@inpsydekrystian)

    Hello @danceyrselfclean_admin

    I would recommend moving your current live site to a staging environment. Once that’s set up, please copy all the affected order details and try to reproduce the issue using a sandbox account.

    This will help us determine if the problem is consistent and allow us to test potential solutions without affecting your live site. I assume it might be fixed with checking the “Require final confirmation on checkout page”.

    Let me know if you need any assistance with setting up the staging site or if you have additional questions.

    Kind Regards,

    Krystian

Viewing 6 replies - 1 through 6 (of 6 total)
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