Orders being displayed as “on hold”?

  • Resolved WordPress-Thinking

    (@gregthegreg5)


    1 year, 4 months ago

    Hi there everyone,

    Our orders placed on PayPal are put “ON HOLD” whenever someone decides to pay via PayPal. This does not happen when they choose something like “Stripe”

    Is this because the email we have linked?

    For example;

    We have the main email for PayPal set as:

    info@testwebsite123.com

    But the email we have linked on the website for PayPal is a different email which is info@websitesetups123.com.

    Is the “ON HOLD” situation happening because we are using a different email other than the main email we have for PayPal? And if we use the main email, will the orders be put as “Processing” versus the way they do currently (ON HOLD)?

    Thanks for any insights you have on this issue.

Viewing 2 replies - 1 through 2 (of 2 total)
  • Plugin Support Syde Joost

    (@joostvandevijver)

    Hello @gregthegreg5

    Thank you for reaching out to us, we are here to help.

    There are 2 common causes for orders paid with PayPal to stay on the status “ON HOLD”.

    1. Failure of the payment processing; this will most likely show up in the logs or the order notes. In order to get logs, you need to activate the logging option in the settings page of the plugin and after that the logs will be generated here: WooCommerce > Status > Logs > select “woocommerce-paypal-payments…” in the dropdown and click on view. The order notes are vissible in the orders on the right hand side.
    2. The site does not receive the webhooks that confirm the payment. You can test the webhooks in the plugin settings under the tab “Connection”. In the bottom of this screen, you will find the “Simulate” and “Resubscribe” buttons, that will help you to test and correct the webhooks. Please take a look and see if this helps.

    Only with the logs and order notes we can really give you a good response to this issue. Please share these with us if possible. If you don’t feel comfortable sharing those details on a public forum, please open a ticket with our service desk. You can find the instruction for this here: https://paypal.inpsyde.com/docs/request-support/
    (please add the URL of this thread in the ticket as well).

    Pending your response.

    Kind regards,
    Joost

    Plugin Support Syde Joost

    (@joostvandevijver)

    Hello,

    Since we did not receive any response or follow-up questions from you, we will assume you got this working to your requirements. If you still have any more questions for us, please open a new thread, because we will mark this one as resolved.

    Kind regards,
    Joost

Viewing 2 replies - 1 through 2 (of 2 total)
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