Orders Failing after update

  • Dear Support,

    Since the update of the plugin about a week ago allot of orders go into “failed”.
    One of the customers came to me and asked what happened, we look at it together.
    Normally when the paypal method is selected only 2 options appear Paypal and Credit Card.
    He used the credit card option like usual but now in stead of the paypal webpage opening in the browser he was immediately prompted to Revolut app to checkout, After paying he didn’t get redirected back to the site and the money was Lingering, it didn’t came into our account and he received the amount back after a few hours back into Revolut app.
    https://prnt.sc/1x28cex
    This happens only sometimes, but it is weird since it never did this before the update.
    https://prnt.sc/1x28hqm
    The screenshot you see here is how it always behaved, opening a webpage to fill in credit card details.
    We did our investigation and came to the conclusion this is only happening on mobile.

    I hope to hear from you soon, we have 54 orders today and 6 of them failed..

    Kind regards,
    Gamemarkt

    • This topic was modified 3 years, 1 month ago by gamemarkt.
    • This topic was modified 3 years, 1 month ago by gamemarkt.

    The page I need help with: [log in to see the link]

Viewing 3 replies - 1 through 3 (of 3 total)
  • Thread Starter gamemarkt

    (@gamemarkt)

    Systemreport

    
### WordPress Environment ###

WordPress address (URL): https://gamemarkt.in
Site address (URL): https://gamemarkt.in
WC Version: 5.8.0
REST API Version: ? 5.8.0
WC Blocks Version: ? 5.9.1
Action Scheduler Version: ? 3.3.0
WC Admin Version: ? 2.7.2
Log Directory Writable: ?
WP Version: 5.8.1
WP Multisite: –
WP Memory Limit: 512 MB
WP Debug Mode: –
WP Cron: ?
Language: en_US
External object cache: –

### Server Environment ###

Server Info: LiteSpeed
PHP Version: 7.4.16
PHP Post Max Size: 512 MB
PHP Time Limit: 240
PHP Max Input Vars: 5000
cURL Version: 7.71.0
OpenSSL/1.1.1d

SUHOSIN Installed: –
MySQL Version: 5.5.5-10.5.12-MariaDB-cll-lve
Max Upload Size: 512 MB
Default Timezone is UTC: ?
fsockopen/cURL: ?
SoapClient: ?
DOMDocument: ?
GZip: ?
Multibyte String: ?
Remote Post: ?
Remote Get: ?

### Database ###

WC Database Version: 5.8.0
WC Database Prefix: wp_
Total Database Size: 110.88MB
Database Data Size: 91.81MB
Database Index Size: 19.07MB
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### Post Type Counts ###

anb: 1
attachment: 1418
cartflows_flow: 1
cartflows_step: 2
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customize_changeset: 9
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shop_order: 983
shop_order_refund: 46
vtmin-rule: 1
wpforms: 1

### Security ###

Secure connection (HTTPS): ?
Hide errors from visitors: ?

### Active Plugins (41) ###

Hostinger: by Hostinger – 1.0
Elementor Addon Elements: by WPVibes – 1.11.11
Alert Notice Boxes: by Yehi Co – 2.2.2
All-in-One WP Migration: by ServMask – 7.49
Appmaker – Convert WooCommerce to Android & iOS Native Mobile Apps: by Appmaker – 1.35.8
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Join.chat: by Creame – 4.1.15
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Customer Reviews for WooCommerce: by CusRev – 4.26
Discord Social Login: by dcoding – 1.0.8
Easy WP SMTP: by wpecommerce
alexanderfoxc – 1.4.7

Elementor: by Elementor.com – 3.4.6
Elementor Header & Footer Builder: by Brainstorm Force
Nikhil Chavan – 1.6.4

Jetpack: by Automattic – 10.2.1
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Yoast SEO: by Team Yoast – 17.4
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WP Custom Admin Interface: by Martin Gibson – 7.26
WP Mail Logging: by Wysija – 1.9.9
WPForms Lite: by WPForms – 1.7.0
Yoast SEO: WooCommerce: by Team Yoast – 14.4

### Inactive Plugins (1) ###

WooCommerce Cart Abandonment Recovery: by CartFlows Inc – 1.2.13

### Settings ###

API Enabled: –
Force SSL: –
Currency: EUR (€)
Currency Position: left
Thousand Separator: .
Decimal Separator: ,
Number of Decimals: 2
Taxonomies: Product Types: external (external)
grouped (grouped)
simple (simple)
variable (variable)

Taxonomies: Product Visibility: exclude-from-catalog (exclude-from-catalog)
exclude-from-search (exclude-from-search)
featured (featured)
outofstock (outofstock)
rated-1 (rated-1)
rated-2 (rated-2)
rated-3 (rated-3)
rated-4 (rated-4)
rated-5 (rated-5)

Connected to WooCommerce.com: –

### WC Pages ###

Shop base: #2821 - /shop/
Cart: #2822 - /cart/
Checkout: ? Page does not contain the [woocommerce_checkout] shortcode or the woocommerce/checkout block.
My account: #2824 - /my-account/
Terms and conditions: ? Page not set

### Theme ###

Name: Astra
Version: 3.7.3
Author URL: https://wpastra.com/about/
Child Theme: ? – If you are modifying WooCommerce on a parent theme that you did not build personally we recommend using a child theme. See: How to create a child theme
WooCommerce Support: ?

### Templates ###

Overrides: –

### WooCommerce PayPal Payments ###

Onboarded: Yes
Shop country code: NL
PayPal card processing available in country: No
Pay Later messaging available in country: No
Vault enabled: No

### Action Scheduler ###

Complete: 3,072
Oldest: 2021-09-22 06:11:05 +0000
Newest: 2021-10-22 14:34:21 +0000

Pending: 8
Oldest: 2021-10-22 14:51:00 +0000
Newest: 2021-10-28 01:12:11 +0000

### Status report information ###

Generated at: 2021-10-22 16:36:11 +02:00
    Thread Starter gamemarkt

    (@gamemarkt)

    System log of today:
    it will auto delete in 7 days, password: TCFvrnKia8
    https://pastebin.com/E5GyLWEG

    Orders failed today: 11552, 11554, 11573, 11575, 11612, 11628

    • This reply was modified 3 years, 1 month ago by gamemarkt.
    Plugin Support Syde Joost

    (@joostvandevijver)

    Hello @gamemarkt

    The issues you are seeing is most likely not really an issue, but a situation that was not visible to you in previous versions. The current plugin is showing the orders that were not completed; in the previous plugin, these orders were created until the payment was confirmed. In this plugin, the order gets created much earlier in the purchase process.

    The examples and logs you gave us have all got customer issue related to them:
    11552 – PAYER_ACTION_REQUIRED (customer issue)
    11554 – INSTRUMENT_DECLINED (not accepted payment type by PayPal)
    11573 – TRANSACTION_REFUSED (not accepted card by PayPal)
    11575 – no error found in logs
    11612 – PAYER_ACTION_REQUIRED (customer issue)
    11628 – PAYER_ACTION_REQUIRED (customer issue)

    The screenshot you added that shows the billing address under the credit card fields is the standard Credit card option that becomes available when you don’t activate Card Processing and is coming from PayPal (not the plugin). You might want to try using Card Processing and see if that makes the situation a more acceptable one for you.

    Let me know if this answers your questions.

    If you want to share more private logs or system reports, you can also open a ticket with our Service Desk following these instructions: https://paypal.inpsyde.com/docs/request-support/
    (please add the URL of this thread in the ticket as well)

    Kind regards,
    Joost

Viewing 3 replies - 1 through 3 (of 3 total)
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