Order not completing for virtual item and credit card

Hello epicburrito,

Thank you for contacting WooCommerce support.

To help narrow down the issue, could you please enable an offline payment method, such as Bank Transfer or Cash on Delivery, and see how the checkout process behaves with a virtual product (non-downloadable)?

This will help us determine if the issue is related to the payment gateway or something within WooCommerce’s handling of virtual products.

Once we have these results, we can troubleshoot further.
Looking forward to your findings!

Best regards.

We do use an offline payment option for virtual products. The checkout process behaves the same as the credit card checkout process for virtual products.

Hello epicburrito,

Thank you for the clarification.

Do you see any failed or pending actions in the WooCommerce → Status → Scheduled Actions?
If you see anything odd, please share a screenshot.

To assist you further, I’d like to get a better understanding of your setup.
Could you please share a copy of your site’s System Status Report?
You can find this by going to WooCommerce > Status, then selecting Get system report and Copy for support.

Once you’ve copied it, you can paste the report at Gist and share the link here.
This will help me analyze the site environment and provide more specific guidance.

Looking forward to your response. ??

There is only one failed scheduled action. It is listed 5 times. There is a screen shot below.

There are three pending actions. That screenshot is also below.

Here is the gist link: https://gist.github.com/epicburrito840/02ea8c6024caba3bcbef2bba49b74e0b

The screenshots didn’t save. Here is the failed actions: https://snipboard.io/1fuGEF.jpg

Here is the pending actions: https://snipboard.io/T6gkav.jpg

Hello epicburrito,

Thank you for getting back to us.

Would you mind disabling the following plugins to see if that resolves the issue?
– Headers Security Advanced & HSTS WP
– W3 Total Cache
– Wordfence Security
– WP Mail SMTP

I have a suspicion that one of these plugins may be conflicting with the standard WooCommerce functionality.

Let me know how it goes. ??

I disabled all the plugins you requested. I also disabled the WooCommerce Cart Abandonment plugin. Disabling the plugins did not solve the problem.

The reason I disabled the Cart Abandonment plugin is that in the order notes, completed orders always show that the order was abandoned and then recovered. Regardless of whether it was or not.

Hey @epicburrito ,

Just want to take a step back for a moment here – Can you tell me a little bit more about the product you’re selling? Can you elaborate a bit more on the “virtual” aspect to it?

The reason I’m asking is that the behaviour you’re describing sounds like everything is working as expected. To explain this in a bit more detail:

1. When an order is placed and successfully paid for, the order status is set to “Processing”.
2. Once the item has been delivered, shipped, taken place, fulfilled (this varies depending on the nature of the product/service sold), the shop owner marks the order as “Completed”.
3. Once the status changes to “Completed”, the order notification email is triggered to the customer.

From what you’ve described so far, it sounds like you haven’t been marking the orders as “Completed” and that’s why customers aren’t receiving order notification emails.

Granted, I might be misunderstanding the use-case here and if that’s the case, please let us know ??

I thought the order would auto “complete” when it is paid. Once the payment is made, the shop owner doesn’t want — or need — to do anything else. The order is finished. With downloaded products, that’s what happens.

How do I get virtual orders to immediately be marked “complete” and send the confirmation email without having to manually change the status? Do we have to set up all virtual orders as download products? If so, are we required to have a download file or can that be blank?

Hello epicburrito,

Thank you for your reply.

By default, WooCommerce changes the order status to “Processing” once payment is made, even for virtual products.

If you’d like virtual orders to automatically be marked as “Complete” upon payment, you can use a plugin like WooCommerce Order Status Control. This will allow you to customize the order status flow according to your needs.

To clarify, virtual products do not need to be set as downloadable for this to work. You can have virtual products without any associated download files. For more details, you can check this guide: Managing Virtual and Downloadable Products.

Let me know if you need further assistance!

Best regards.