Order email with failed payment notification came through as a normal oder

  • Resolved eundoong

    (@eundoong)


    1 year, 5 months ago

    Hello,

    We received an order email with failed payment.

    Normally these orders came through as ‘failed’ however it came through just like a normal order email.

    On the website backend it is marked as ‘on hold’ but when we clicked it has payment failure details.

    We are on the latest woocommece. version 7.7.2

    Updated on 5th June.

    The failed order was made on 9th June. Is is a new Woocommerce glitch?

    If anyone experience the same thing, please let me know.

    Thank you.

Viewing 1 replies (of 1 total)
  • Plugin Support Beauty of Code (woo-hc)

    (@beautyofcode)

    Hi @eundoong ,

    Thanks for reaching out!

    I understand that you received an order email for a failed payment, but it appeared as a regular order email instead of a failed one.

    Also, on the backend, the order is marked as “on hold,” but the payment failure details are displayed when clicked, is this correct?

    Please clarify the following:

    • Is this a once off issue, or has this occurred frequently?
    • Are you able to reproduce this issue on your end when placing a test order?
    • Which payment gateway/option was used when this issue occurred?

    Additionally, please can you share the following so that we can take a closer look:

    • System Status Report: navigate to WooCommerce → Status. Select Get system report and then Copy for support.
    • Fatal Error log: Share a copy of any fatal error log found under WooCommerce → Status → Logs
    • Screenshot(s): Please share a screenshot(s) of the order note for the order exhibiting this behavior, as well as the as the order email received.

    Snipboard.io can be used for easily sharing screenshots – please follow the instructions on that page, then paste the URL in this thread.

    Once you have these, please share them in your response here.

    Cheers!

Viewing 1 replies (of 1 total)
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