Orders Processing or on Hold

  • Resolved mullenable

    (@mullenable)


    6 years, 1 month ago

    Hello-

    My website was working for orders, but now the orders are either processing or on hold. Below is the status report, any help on how to fix this? Thank you:

    
### WordPress Environment ###

Home URL: https://www.swimmingscience.net
Site URL: https://www.swimmingscience.net
WC Version: 3.5.4
Log Directory Writable: ?
WP Version: 5.0.3
WP Multisite: –
WP Memory Limit: 768 MB
WP Debug Mode: –
WP Cron: ?
Language: en_US
External object cache: ?

### Server Environment ###

Server Info: Apache
PHP Version: 7.0.33 - We recommend using PHP version 7.2 or above for greater performance and security. How to update your PHP version
PHP Post Max Size: 128 MB
PHP Time Limit: 120
PHP Max Input Vars: 3000
cURL Version: 7.59.0
OpenSSL/1.0.2q

SUHOSIN Installed: –
MySQL Version: 5.6.40-84.0-log
Max Upload Size: 128 MB
Default Timezone is UTC: ?
fsockopen/cURL: ?
SoapClient: ?
DOMDocument: ?
GZip: ?
Multibyte String: ?
Remote Post: ?
Remote Get: ?

### Database ###

WC Database Version: 3.2.6
WC Database Prefix: wp_
MaxMind GeoIP Database: ?
Total Database Size: 27.93MB
Database Data Size: 24.42MB
Database Index Size: 3.51MB
wp_woocommerce_sessions: Data: 0.05MB + Index: 0.02MB
wp_woocommerce_api_keys: Data: 0.02MB + Index: 0.03MB
wp_woocommerce_attribute_taxonomies: Data: 0.02MB + Index: 0.02MB
wp_woocommerce_downloadable_product_permissions: Data: 0.02MB + Index: 0.05MB
wp_woocommerce_order_items: Data: 0.02MB + Index: 0.02MB
wp_woocommerce_order_itemmeta: Data: 0.06MB + Index: 0.03MB
wp_woocommerce_tax_rates: Data: 0.02MB + Index: 0.06MB
wp_woocommerce_tax_rate_locations: Data: 0.02MB + Index: 0.03MB
wp_woocommerce_shipping_zones: Data: 0.02MB + Index: 0.00MB
wp_woocommerce_shipping_zone_locations: Data: 0.02MB + Index: 0.03MB
wp_woocommerce_shipping_zone_methods: Data: 0.02MB + Index: 0.00MB
wp_woocommerce_payment_tokens: Data: 0.02MB + Index: 0.02MB
wp_woocommerce_payment_tokenmeta: Data: 0.02MB + Index: 0.03MB
wp_woocommerce_log: Data: 0.02MB + Index: 0.02MB
simplenewsletter_subscriptions: Data: 0.02MB + Index: 0.03MB
wp_ariadminer_connections: Data: 0.02MB + Index: 0.00MB
wp_commentmeta: Data: 0.23MB + Index: 0.09MB
wp_comments: Data: 0.17MB + Index: 0.09MB
wp_et_bloom_stats: Data: 0.02MB + Index: 0.00MB
wp_ewwwio_images: Data: 1.23MB + Index: 1.25MB
wp_ewwwio_queue: Data: 0.02MB + Index: 0.02MB
wp_layerslider: Data: 0.05MB + Index: 0.00MB
wp_layerslider_revisions: Data: 0.02MB + Index: 0.00MB
wp_links: Data: 0.02MB + Index: 0.02MB
wp_mailerlite_forms: Data: 0.02MB + Index: 0.00MB
wp_mv_settings: Data: 0.02MB + Index: 0.03MB
wp_newsletter: Data: 0.00MB + Index: 0.00MB
wp_newsletter_emails: Data: 0.02MB + Index: 0.00MB
wp_newsletter_sent: Data: 0.00MB + Index: 0.00MB
wp_newsletter_stats: Data: 0.02MB + Index: 0.03MB
wp_nksubcounters: Data: 0.02MB + Index: 0.00MB
wp_nksubsubscribers: Data: 0.02MB + Index: 0.00MB
wp_options: Data: 1.44MB + Index: 0.06MB
wp_pmpro_membership_levelmeta: Data: 0.00MB + Index: 0.00MB
wp_postmeta: Data: 9.52MB + Index: 0.86MB
wp_posts: Data: 10.50MB + Index: 0.31MB
wp_revslider_css: Data: 0.13MB + Index: 0.00MB
wp_revslider_layer_animations: Data: 0.02MB + Index: 0.00MB
wp_revslider_navigations: Data: 0.02MB + Index: 0.00MB
wp_revslider_sliders: Data: 0.05MB + Index: 0.00MB
wp_revslider_slides: Data: 0.02MB + Index: 0.00MB
wp_revslider_static_slides: Data: 0.02MB + Index: 0.00MB
wp_termmeta: Data: 0.02MB + Index: 0.03MB
wp_terms: Data: 0.02MB + Index: 0.03MB
wp_term_relationships: Data: 0.05MB + Index: 0.02MB
wp_term_taxonomy: Data: 0.02MB + Index: 0.03MB
wp_tg_item_elements: Data: 0.02MB + Index: 0.03MB
wp_tg_item_skins: Data: 0.02MB + Index: 0.03MB
wp_usermeta: Data: 0.08MB + Index: 0.03MB
wp_users: Data: 0.02MB + Index: 0.05MB
wp_wc_download_log: Data: 0.02MB + Index: 0.03MB
wp_wc_webhooks: Data: 0.02MB + Index: 0.02MB
wp_yoast_seo_links: Data: 0.12MB + Index: 0.04MB
wp_yoast_seo_meta: Data: 0.02MB + Index: 0.02MB

### Post Type Counts ###

attachment: 483
cf7_style: 12
cs_footer: 1
cs_header: 1
cs_user_templates: 1
custom_css: 1
customize_changeset: 1
email-forms: 1
nav_menu_item: 43
oembed_cache: 15
page: 36
post: 408
product: 4
revision: 1750
shop_order: 58
soliloquy: 1
subscribe_me_forms: 1
um_directory: 1
um_form: 3
um_role: 3
vc_grid_item: 1
wpmm_theme: 1

### Security ###

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

### Active Plugins (15) ###

Akismet Anti-Spam: by Automattic – 4.1
Async JavaScript: by Frank Goossens (futtta) – 2.18.12.10
Autoptimize: by Frank Goossens (futtta) – 2.4.4
EWWW Image Optimizer: by Exactly WWW – 4.6.1
GA Google Analytics: by Jeff Starr – 20180828
Mashshare Share Buttons: by René Hermenau – 3.5.8
Mediavine Control Panel: by mediavine – 2.0.0
Optin Forms: by FancyThemes – 1.2.9.1
Really Simple SSL: by Rogier Lankhorst
Mark Wolters – 3.1.3

Snippet: by Themeco – 2.0.2
SumoMe: by SumoMe – 1.30
UberMenu 3 - The Ultimate WordPress Mega Menu: by Chris Mavricos
SevenSpark – 3.5

WooCommerce: by Automattic – 3.5.4
Yoast SEO: by Team Yoast – 9.5
X – Smooth Scroll: by Themeco – 1.0.4

### Settings ###

API Enabled: ?
Force SSL: –
Currency: USD ($)
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)

### WC Pages ###

Shop base: #1012 - /shop/
Cart: #1007 - /cart/
Checkout: #1005 - /checkout/
My account: #1013 - /my-account/
Terms and conditions: #1009 - /terms-and-conditions/

### Theme ###

Name: Pro – Child Theme
Version: 1.0.0
Author URL: https://theme.co/
Child Theme: ?
Parent Theme Name: Pro
Parent Theme Version: 2.4.6
Parent Theme Author URL: https://theme.co/
WooCommerce Support: ?

### Templates ###

Archive Template: Your theme has a woocommerce.php file
you will not be able to override the woocommerce/archive-product.php custom template since woocommerce.php has priority over archive-product.php. This is intended to prevent display issues.

Overrides: pro/woocommerce/cart/cross-sells.php
pro/woocommerce/loop/loop-end.php
pro/woocommerce/loop/loop-start.php
pro/woocommerce/loop/pagination.php
pro/woocommerce/notices/error.php
pro/woocommerce/notices/notice.php
pro/woocommerce/notices/success.php
pro/woocommerce/single-product/related.php
pro/woocommerce/single-product/tabs/tabs.php
pro/woocommerce/single-product/up-sells.php
pro/woocommerce/single-product-reviews.php

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

Viewing 15 replies - 1 through 15 (of 22 total)

  • – on-hold (ordered but not paid for, ie BACS, invoice, cheque) Admin has to update the order status on the order page when payment has been received.
    – processing (paid-for) Waiting for admin to fulfil the order. When the order has been fulfilled, the admin has to update the status on the order page.

    Is the issue that the admin is unable to change the order status on the order page?

    Thread Starter mullenable

    (@mullenable)

    Thanks for the update. I have gone in and processed them. I guess the issue is, why isn’t it doing this automatically?

    On a separate note, the funds are not being deposited into my PayPal account. Is there a way to check this and confirm it is set up appropriately?

    Thanks,

    For BACS, invoice and cheque payments, WooCommerce can’t know that payment has been made unless the admin says so. Meanwhile, the orders will remain “on-hold”.

    For electronic payments, the orders will be “pending” until payment is made, usually a few minutes later. At that point, the payment provider will hand back electronically to WooCommerce, and WC should switch the order automatically to “processing”. If there is some problem with the payment or the hand-back, the order remains at “pending”. If “pending”, you do need to go into PayPal to find out if payment has been made, and if so, look for issues with the hand-back.

    An order at “processing” will remain so until an admin manually confirms the order has been fulfilled. WC has no way of knowing this automatically.

    Thread Starter mullenable

    (@mullenable)

    OK. So I fulfilled a few processing orders, but the payment never went to PayPal.

    I also have a few “on hold” so I’m waiting for payment? I received an order details email, and it looks like they paid.

    “processing” means it’s been paid, if not in PayPal then payment should be in one of your other accounts.

    “On hold” means you are waiting for payment, maybe a cheque through the post or a Bacs payment – check your account. You should not send goods. Order details does not imply payment has been made.

    Thread Starter mullenable

    (@mullenable)

    What other accounts?

    Thanks for all your help by the way ??

    Bank account, credit card account, savings account. I don’t know, just that processing is the paid status.

    If you really don’t have the payment anywhere, there is some software error, in which case you’ll need to check receipt every time before fulfilling the order.

    Thread Starter mullenable

    (@mullenable)

    Got it. Paypal is the only method I have set-up.

    Got payment?

    Thread Starter mullenable

    (@mullenable)

    Nope.

    Are you using a sandbox PayPal account? This is a special type of account for testing. No money changes hands. Check the WC settings for the PaPal payment method and ensure the sandbox/test option is not checked.

    Thread Starter mullenable

    (@mullenable)

    Nope, it is not checked on.

    There’s an enable logging option that might give some clues. Otherwise I don’t know.

    Sometimes someone from the plugin team will come in with some help.

    Plugin Support Fernando a11n

    (@fhaps)

    Automattic Happiness Engineer

    Hi @mullenable,

    As @lorro rightly mentioned above, Processing is generally the status that orders are set to when the store has received notification of payment for an order.

    You mention that you are using PayPal to process your payments. What version of PayPal is that? Are you using the one that comes with WooCommerce out of the box, or did you install a separate PayPal plugin?

    When an order is processed, most times you can go into the order page and look at the “Order notes”, which will give you more details about what method was used to receive that payment.

    A line below the order number will also provide more useful details, including what method was this paid by, and in the case of online payment gateways, a transaction ID for the charge. See here: https://cld.wthms.co/QeNtKN

    Usually, that transaction ID is a link to the charge in the gateway’s Dashboard, in this case PayPal. If you orders are being paid with PayPal, you can click that link to be taken to the PayPal dashboard, where you should be able to see more information about that particular payment.

    As a general recommendation, you should withhold shipping any items for which you are unsure of having received payment.

    Thread Starter mullenable

    (@mullenable)

    Hi all-

    Thanks for the input. I’m using the WooCommerce straight out of the box.

    I looked into my PayPal API more and somehow I had the incorrect API, would this be causing the issues I’m having?

    Also, the products are digital, so should be sent automatically to the clients.

    Thanks again for all the help!

Viewing 15 replies - 1 through 15 (of 22 total)
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