Payment Processing Errors:

Hey there, @premkumarbsetxt! Thanks for contacting us. I’m happy to help you.

Do you mind sharing more details about the issue you are facing?

The error messages you shared seem to be related to the customer’s payment method having issues.
Is anything happening that makes you believe the issue is with the website?

Can you please confirm which payment gateway you are using? Issues related to payment are usually specific to them and not WooCommerce core plugin.

Looking forward to your reply.

Have a wonderful day!

@carolm29

I am currently using the Woo Commerce PayPal payment gateway and am experiencing an issue. I have already raised a ticket with PayPal support, and they suggested that I may require further clarification from your team to better understand the status and resolution of this issue.

https://prnt.sc/eUvAemxYMLyp

https://prnt.sc/_Yt3x71u8LF7

https://prnt.sc/KQyw2Z88Xhv8

Could you please provide guidance or assistance on this matter?

Thank you for your support.

Hi @premkumarbsetxt

Based on the order notes you’ve shared, the problem seems to be in the payment process. These messages typically indicate issues with the customer’s payment method, not necessarily a problem with WooCommerce, WooCommerce PayPal Payments plugin, or your website. Let me clarify these error messages for you:

1. The card has expired: This message means the credit card used for the payment has expired. Please check the expiry date on your card. If the card has indeed expired, the customer will need to use a different card or update the expiration date if the customer has received a new card with the same number.
2. Instrument declined: This error indicates that the bank declined the payment method (credit card, debit card, etc.) or the payment processor. It could be due to insufficient funds, a hold on the card, or a restriction on the card for online or international payments. Your customer may need to contact their bank for more information.
3. Payer action required, possibly overcharge: This message indicates that the payer (customer) needs to take some action, such as confirming the payment or verifying your identity. Sometimes, this can happen if a large amount is being charged to your customer card and the bank wants to confirm it’s not fraudulent. Please ask your customers to check their email or contact their bank to see what specific action is needed.

I hope this helps clear up the issues you’ve been experiencing. If you have any further questions or need more assistance, please don’t hesitate to ask.

@shameemreza

Thank you for your detailed explanation regarding the payment process issues. I have one more question: the order notes you mentioned indicate failed orders in the Woo Commerce dashboard, but I am still receiving payments for these orders. How should I handle this discrepancy and ensure the order status is updated correctly? Any suggestions would be greatly appreciated.

Hey, @premkumarbsetxt!

the order notes you mentioned indicate failed orders in the Woo Commerce dashboard, but I am still receiving payments for these orders. How should I handle this discrepancy and ensure the order status is updated correctly? Any suggestions would be greatly appreciated.

Let’s investigate this further to find out why this is happening. ??

You mentioned the issue was with PayPal, but I noticed one of your screenshots mentions Stripe. Is this issue happening with both payment gateways?

Is it happening with all failed orders?

If not, how often are the orders failing?
Do you see any similarities between the orders that are failing? Could be similar products, for example.

Furthermore, I’d like to understand your site properly. Please share with us the System Status Report which you can find via WooCommerce > Status > Get system report > Copy for support so we can take a look.

Looking forward to your reply.

Have a wonderful day!

Hi @premkumarbsetxt

We’ve not heard back from you in a while, so I’m marking this thread as resolved. Hopefully, you were able to find a solution to your problem!

If you have further questions, please feel free to open a new topic.

Thanks!