Orders on hold and sometimes failed when used Pay upon invoice method

Hello @nomangardazi

Thank you for reaching out.

For the failed orders, the Pay Upon Invoice (PUI) payment method depends on a webhook from PayPal, which is sent once the payment is approved by Ratepay. This process can take anywhere from a minute to several hours, but typically in live mode, it happens within about 5 minutes.

If this webhook doesn’t arrive or can’t be matched to the order, the order may remain in an “On Hold” status and eventually could move to “Failed” status. It’s important to check the plugin log files to understand why the webhook might not have been received or processed correctly.

Regarding the orders being placed on hold, this is the default behavior for Pay Upon Invoice transactions. Once the webhook from Ratepay confirms the payment, the order status will change from “On Hold” to “Processing.” An order confirmation email, along with payment instructions, is automatically sent to the buyer at that point. If the webhook doesn’t arrive, the buyer still receives a separate email from Ratepay with payment instructions, but the WooCommerce order may remain on hold.

Furthermore, we would like to examine the plugin log files to gain more insight into this issue. Please note that log files are generated only if the “Logging” feature is activated in your plugin settings. To enable Logging:

• Go to the “Connection” tab in your plugin settings and activate “Logging.”
• Every transaction will now generate a log entry, which you can access by navigating to WooCommerce > Status > Logs.
• Select the most recent “woocommerce-paypal-payments” file corresponding to the date of the transaction in question.

It’s important to understand that if “Logging” wasn’t enabled before, there will be no previous records of the transactions. In that situation, we’ll need to wait for upcoming failed orders to generate new log entries. Please provide those log entries on our?PrivateBin. After uploading, send us the link, so we can review them in detail.

If you do not wish to share this information publicly, we suggest you contact us directly for further assistance. We may need to examine your system report and logs to better understand what’s happening. You can open a ticket with our service desk. Here’s how you can request support:?Request Support. Please make sure to include the URL of this thread in your ticket for reference.

Kind Regards,

Krystian

Hello Krystian,

Thank you for the detailed explanation. I appreciate your assistance. I have a few questions to ensure everything is working as expected:

1. How can I verify that Ratepay is functioning as expected?
   • Are there specific indicators or logs I should look for to confirm that Ratepay is successfully approving payments?
   • Is there a way to test or simulate Ratepay’s approval process in a sandbox environment to ensure smooth operation?
2. How can I confirm that the webhooks between PayPal and Ratepay are functioning properly?
   • Besides checking the plugin logs, are there specific webhook statuses or response codes that indicate successful communication?
   • Is there a recommended way to troubleshoot or test webhook delivery and processing between PayPal and my WooCommerce store?
3. How do I know if customers are receiving emails from Ratepay with payment instructions?
   • Is there any log or notification within the PayPal system or WooCommerce that confirms when Ratepay sends out an email to the customer?
   • Can I view a history or record of emails sent by Ratepay to ensure that customers are being properly informed?

Your guidance on these points would be very helpful as I continue to troubleshoot the on my site. Additionally, I have enabled the logging feature as suggested and will provide any relevant log entries once they are available.

Thank you for your time and support!