Orders Failing

  • Resolved jenktank

    (@jenktank)


    3 years ago

    Since switching from the old plugin to the new one I’ve had orders failing left and right. Some of them change from failing to processing but some don’t and the payment fails to go through. This is costing us sales and our reputation.

    The only information I ever received from a failed order is “Could not process order. Order status changed from Pending payment to Failed.”

    Sometimes between 30 mins to a few hours an order will change again from “failed” to “processing” and payment will go through but this isn’t the case every time.

    • This topic was modified 3 years ago by jenktank.
Viewing 5 replies - 1 through 5 (of 5 total)
  • twowithink

    (@twowithink)

    Same here.

    • This reply was modified 3 years ago by twowithink.
    Plugin Support Syde Niklas

    (@niklasinpsyde)

    Hi there @jenktank,

    Apologies for the trouble. There could be many reasons for orders ending up in a Failed status and the latest public version does not log or display too many relevant errors.
    Our next update extends the event logging so that it becomes more clear why some orders would end up in a failed status.

    For example, when the bank of the user declines a payment, then the checkout frontend and order notes should now also mention that the instrument has been declined, etc.
    If you are interested in giving it a try, here is a plugin version with extended logging:
    https://drive.google.com/uc?export=download&id=19rhicaSnIWBsPD8Y6jbi2x52OIa2gp-a

    This by itself does not change any behavior regarding Failed orders, but it will help to better understand why some orders end up in this state. In most cases that we have seen, the status was actually correct but the lack of communication around it made it feel like a mistake instead.
    But there are also some isolated reports about PayPal Card Processing orders, in particular, failing with a higher rate than usual. So if your failed orders are primarily credit card orders, then we hope this extended logging helps to better understand eventual issues so we can address them properly.

    Kind regards,
    Niklas

    Thread Starter jenktank

    (@jenktank)

    In 3 years I had maybe 3 failed orders with the old plugin. Since switching to the new plugin, due to the old one phasing out, every order either fails and then goes through or fails completely. That’s about 10-15 orders that failed since installing the new plugin so I know there is an issue with the plugin to some extent or this is some massive coincidence lol!

    I’ll have to look for an alternative since this is kind of killing my business ??

    kapusiv

    (@kapusiv)

    I have the same issue and it seems like it’s not “isolated”, many is complaining about this issue. I am also in the process of installing another payment processor at this point. We are losing customers. Are you saying that the 1.7 will solve all this issue and I will be able to use Credit Card payments through the card processing as the first option for people? I have failed orders with no explanation even with the simple PayPal payments. It’s frustrating.

    Thread Starter jenktank

    (@jenktank)

    It’s definitely not an isolated issue. I’m in a woocommerce forum and people are desperately trying to find an alternative.

Viewing 5 replies - 1 through 5 (of 5 total)
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