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 7 replies - 16 through 22 (of 22 total)
  • Thread Starter mullenable

    (@mullenable)

    Hi All-

    One other note, the order comes from this email: [email protected]

    Is this correct?

    Thanks for all the help, just really confused

    Plugin Support Fernando a11n

    (@fhaps)

    Automattic Happiness Engineer

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

    You mean you had entered the incorrect PayPal API credentials?

    If that’s the case, then yes it’s entirely possible that’s the reason you were experiencing these issues. Try entering the right credentials and see if it processes.

    Thread Starter mullenable

    (@mullenable)

    Thanks for the response.

    After all, I accidentally entered the wrong email when I changed email accounts…so I entered an email .om not .com. I fixed it and am now receiving payments.

    However, the previous purchases which were on hold have not processed and I have not received payment. I reached out to PayPal and they said WooCommerce will have the funds or know how to handle it, so I’m not sure how to continue.

    WooCommerce never has any funds – its not a type of bank.

    You can try some detective work:
    – does the mis-spelled domain name exist? Check at whois.com and similar. .om is for Oman in the middle east, but it depends on the rest of the domain name.
    – send an email to the mis-spelled email address asking for your money. If the email bounces back (allow 48 hours) you’ll know it doesn’t exist, so the customer never paid. PayPal always send the customer a payment receipt, so ask the customer for this or for payment or for return of the goods.
    – similarly, logon to PayPal and make a 1 cent payment to the mis-spelled email address to find out if its a real PayPal customer address or not.

    The chances of you getting your money back don’t look good…

    Thread Starter mullenable

    (@mullenable)

    Yea….I was worried about that.

    I emailed the email address and it bounced.

    Have the clients actually paid or should I cancel it and ask them to reorder?

    If the mis-spelled email doesn’t exist then it looks like the client hasn’t paid.

    You could ask them to reorder but my preference would be to ask them to pay for the first order. They can logon to their PayPal account to send the payment. Just tell them the correct email for your PayPal account and the amount.

    If they say they have paid already they should have a PayPal receipt, so ask them to copy it to you.

    Plugin Support Fernando a11n

    (@fhaps)

    Automattic Happiness Engineer

    If the original orders were set to On Hold, it’s likely that was because payment didn’t go through correctly – meaning customers didn’t pay for the orders. But you’ll have to dig into the order details in order to confirm this.

    What do the order notes say? Do they detail any errors? Does the order have a PayPal Transaction ID assigned?

    If you never received the funds, and the order does not have a PayPal transaction ID associated with it – it’s likely the charge never actually happened.

    As @lorro said before, WooCommerce does not actually ever process funds like this. We are not a payment gateway, nor do we provide payment services, so the WooCommerce plugin does not have access to any actual funds.

    Since the original problem is now solved, and orders are processing correctly now, I’ll mark this as solved. Feel free to open a new thread if you have new questions.

Viewing 7 replies - 16 through 22 (of 22 total)
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