Orders failing & getting cancelled

  • Resolved kkorska

    (@kkorska)


    3 years, 4 months ago

    Hi, I’ve been dealing with people having trouble with PayPal payments for a few months now; usually they contacted me after they had paid, got charged, but the order wouldn’t go through; some hours later they would have gotten their money refunded. Usually I advised them to try again later or try a debit card which solved the problem in 95% of cases – although it all shouldn’t have happened in the first place.

    But this week I am having plenty of orders which just appear as cancelled. People get their money charged and then get returned to the cart as if nothing had happened. Money returns to them but they don’t get back to me and for the first time I am actually missing sales and therefore losing money.

    I contacted Paypal, and the response I got was:
    “When I attempt to checkout with PayPal I am receiving an error from the third-party shopping cart you are using. I am not familiar with the error, so you will need to reach out to the third-party shopping cart provider. Once you have reached out to them please let me know the outcome. This way I can continue to investigate and assist.”

    Please advise. I actually am having iterations of this problem in a couple of stores. WordPress and plugins are up to date.

    • This topic was modified 3 years, 4 months ago by kkorska.

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

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

    (@joostvandevijver)

    Hello @kkorska

    thank you for reaching out to us, we are here to help.
    Before answering you I attempted to make a purchase on your site and for me it seems that the purchase can be made and do not get any error returned. It opens the PayPal popup and shows the correct fields for entering the credit card details.

    If we are asked to further check what is happening to your website and the orders it processes, we will need to get more details from your end.

    We would like to review your logs and the system report to identify if your situation might be related to an already known issue. You can copy the logfiles from here:
    – WooCommerce > Status > Get system report > Copy for support
    – WooCommerce > Status > Logs > select “woocommerce-paypal-payments-integration-\[…\]” in the dropdown and click on view.
    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)

    In order to get the error logs from our plugin, you will need to enable “logging” on our plugin’s settings. You can enable logging here: WooCommerce > Settings > Payments > PayPal > “Logging”.

    After you have done this, the next time you encounter this error, a log should be added in your logs here:
    – WooCommerce > Status > Logs > select “woocommerce-paypal-payments-integration-[…]” in the dropdown and click on view.

    I just wanted to add one remark: while testing your site at some point it did give me a error that we know that is related to purchases made without being logged in. This error should be resolved in our next release that should be avaiable in around 1 week (version 1.6.2). There is a beta version available if you are interested here: https://github.com/woocommerce/woocommerce-paypal-payments/releases/tag/1.6.2-test1

    Let me know if you open the support ticket with us.

    Kind regards,
    Joost

    Plugin Support Syde Joost

    (@joostvandevijver)

    Since we haven’t heard back from you, I’m going to mark it as resolved.
    In case you’re still having problems, feel free to let us know or open a ticket as suggested earlier!

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