Orders not appearing on dashboard, Incomplete order details

  • Resolved girishve

    (@girishve)


    1 year, 3 months ago

    Hi,
    Recently we switched to the Woo commerce PayPal Payments plugin from ‘PayPal Standards’. Since then we have started to receive complaints from the customers. Initially customers complained about checkout freezes where they were stuck into progress screen and could not make the payment.

    We contacted PayPal support regarding this and they suggested to enable the Reference Transactions which we did.

    After enabling the Reference Transactions now we have started to receive complaints from the customers and they are not receiving the order updates. Upon inspecting the logs we found out that the orders are reflecting in the logs file but not created on the dashboard. On few occasions we found orders created without the customer details (address, name, email and phone) also.

    If this is something that you are aware of and already in work then kindly let us know. Also let us know by when these issues will be fixed.

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

    (@niklasinpsyde)

    Hi @girishve

    Apologies for the trouble after switching to PayPal Payments.

    Since then we have started to receive complaints from the customers. Initially customers complained about checkout freezes where they were stuck into progress screen and could not make the payment.

    Is this about card payments with the black “Credit or debit cards” button? We are not aware of any “checkout freezes” using the PayPal or Advanced Card Processing options. Any additional details you could provide about this behavior would be appreciated.

    After enabling the Reference Transactions now we have started to receive complaints from the customers and they are not receiving the order updates. Upon inspecting the logs we found out that the orders are reflecting in the logs file but not created on the dashboard. On few occasions we found orders created without the customer details (address, name, email and phone) also.

    I’m not seeing what this would have to do with Reference Transactions, but it may have been a misunderstanding on PayPal’s side based on a different issue. Reference Transactions only allow you to enable the PayPal Vaulting feature, but it doesn’t interact with the payment process in any other way.

    In any case, a new update should be released later today with a fix for the reported issue (e.g. duplicate or empty WC orders). In the meantime, you could either downgrade to the previous version 2.1.0, or give it a try with the pre-release of the upcoming update.

    Kind regards,
    Niklas

    Thread Starter girishve

    (@girishve)

    Hi Niklas,
    Thanks for quick and prompt response. I’ll wait for the new update and will observe if we still face the empty WC order or an order with missing details.

    Kind regards,
    Girish

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