Orders being cancelled, but not by customer.

  • Resolved HCVNI

    (@hcvni)


    6 years, 3 months ago

    Hi,
    I have been using your plugin for ages now and it is great, this is the first issue I have had.

    Without me changing anything lately, payments on my site made via my Merchant account are being cancelled immediately they are placed, before any money is taken. I phoned my Merchant services provider and they said everything is fine at their end. PayPal payments go through as normal.
    I spoke to a few of the affected customers and they said they definitely didn’t cancel the order, they thought it had been successful.

    I have the error log for one of the cancelled transactions, but I don’t know how to read it. Is there any way I could send it to you to have a look at please?

    There’s not much in it, nothing that I can identify as an error code anyway.

    Thanks in advance.

    • This topic was modified 6 years, 3 months ago by HCVNI. Reason: typo
Viewing 11 replies - 1 through 11 (of 11 total)
  • Plugin Contributor angelleyesupport

    (@angelleyesupport)

    Hi @hcvni, Did you checked the order notes? In woocommerce > orders > go to the cancled order and reach noted in the right-hand side and let me know what error / msg being reported there. Is this happening to some users or all of theme?

    Thread Starter HCVNI

    (@hcvni)

    Hi Oliver,
    yes, it shows the timeline of events, but no error message.
    It is happening to all users who pay by card. PayPal payments are not affected. even those customers whose payments got cancelled have successfully made the order again through PayPal with no issues.
    I will paste a timeline from one of the cancelled transactions below.
    Thank you for your help,
    Philip.
    PS: I removed the product name and SKU, but they appear just fine on my site.

    ———————————————————————————-

    User canceled the order.

    added on 20th August 2018 at 12:26 PM Delete note

    Order status changed from Failed to Cancelled.

    added on 20th August 2018 at 12:26 PM Delete note

    Gateway has declined payment.

    added on 20th August 2018 at 12:26 PM Delete note

    Order status changed from Processing to Failed.

    added on 20th August 2018 at 12:26 PM Delete note

    Gateway has authorized payment.
    Transaction Number: 947460

    added on 20th August 2018 at 12:26 PM Delete note

    (Product name). (SKU) stock reduced from 36 to 35.

    added on 20th August 2018 at 12:26 PM Delete note

    Order status changed from Pending payment to Processing.

    added on 20th August 2018 at 12:26 PM Delete note

    Add note

    Plugin Contributor angelleyesupport

    (@angelleyesupport)

    That’s interesting as Gateway first accept the Payment then reject the Payment and as a result of that order fails and gets cancelled. Can you share log for this order ? Make sure to omitt out sensitive information.

    Thread Starter HCVNI

    (@hcvni)

    Hi Oliver,
    yes, here you go, pasted below.
    Thanks again,
    Philip.

    ———————————————
    08-20-2018 @ 12:23:55 – Create post data for order: 11732
    08-20-2018 @ 12:23:55 – Create signature for order: 11732
    08-20-2018 @ 12:23:55 – Show payment form for order: 11732
    08-20-2018 @ 12:26:34 – Notify url request.
    08-20-2018 @ 12:26:34 – IPCPurchaseNotify request for order: 11732
    08-20-2018 @ 12:26:37 – Notify url request.
    08-20-2018 @ 12:26:37 – IPCPurchaseRollback request for order: 11732
    08-20-2018 @ 12:26:49 – Notify url request.
    08-20-2018 @ 12:26:49 – IPCPurchaseCancel request for order: 11732

    Plugin Contributor angelleyesupport

    (@angelleyesupport)

    Hi @hcvni, Extremely sorry for delay in getting back to you, I was actually on holidays for last week. Finally back to my seat. Can you tell me if you are using PayPal standard which comes with woocommerce? or which plugin and gateway you are using to process orders?

    Thread Starter HCVNI

    (@hcvni)

    Hi Oliver,
    that’s OK, I was directing people to PayPal in the meantime as I haven’t been able to find out what is wrong yet myself.

    I’m using PayPal Express Checkout, and my gateway is myPOS (.eu)
    Nothing has been changed since it last worked.

    Many thanks again,
    Philip.

    Plugin Contributor angelleyesupport

    (@angelleyesupport)

    Are you using PayPal express checkout from AngellEYE? By gateway I mean the Payment gateway. myPOS (.eu) is not something we have in our plugin. Did you try running basic debugging steps? Please try the following debug steps:

    1. Check your site’s PHP version and make sure that it is 5.6 or above
    2. Disable all plugins with the exception of WooCommerce and PayPal for WooCommerce, and determine whether or not the issue is still occurring
    3. Re-enable additional plugins one by one, testing after each add-on is enabled, in order to find the culprit

    If, after disabling all additional plugins, you are still seeing the same issue, then switch to basic twenty theme with both WooCommerce and PayPal for WooCommerce enabled and then check once again.

    Please follow these steps and let us know your results.

    Thank you!

    Plugin Contributor angelleyesupport

    (@angelleyesupport)

    Thanks for your reply. Are you using AngellEYE PayPal for woocommerce? Because the log you have shared is not ours though. Also, did you try to run some basic debugging steps? Please try the following debug steps:

    1. Check your site’s PHP version and make sure that it is 5.6 or above
    2. Disable all plugins with the exception of WooCommerce and PayPal for WooCommerce, and determine whether or not the issue is still occurring
    3. Re-enable additional plugins one by one, testing after each add-on is enabled, in order to find the culprit

    If, after disabling all additional plugins, you are still seeing the same issue, then switch to basic twenty theme with both WooCommerce and PayPal for WooCommerce enabled and then check once again.

    Please follow these steps and let us know your results.

    Thank you!

    Thread Starter HCVNI

    (@hcvni)

    Hi Oliver,
    yes, using AngellEYE PayPal for Woocommerce, but that isn’t a PayPal transaction. Maye that is where I am going wrong, I thought your plugin controlled all the payments once it was installed, even the card payments?

    Is that is not the case, I am sorry for bothering you, I have been looking in the wrong place.

    Thanks,
    Philip.

    Plugin Contributor angelleyesupport

    (@angelleyesupport)

    Yeah, not every payment is handled by us, we only process those request initiated by our plugin using our given payment gateways.

    I’m glad to hear that you finally figure that out!
    We would love to know what you think of our product and customer support. If you have a moment to [ leave a review ] it would be greatly appreciated.

    Thanks!

    Thread Starter HCVNI

    (@hcvni)

    Yeah, I never really thought about it because I was still able to receive money, that’s what it’s all about.
    Thanks anyway.

Viewing 11 replies - 1 through 11 (of 11 total)
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