Payment provider declined the payment > OrderEndpoint.php:353

  • Resolved neikoloves

    (@neikoloves)


    1 year, 8 months ago

    Hello guys, thank you for all your continued hard work on this. I can see a great deal of time and efforts are and have gone into this, no question.

    We see this in an order today and would like to dig in more, Payment provider declined the payment, please use a different payment method. OrderEndpoint.php:353 Order status changed from Pending payment to Failed. I get the message, is that what the customer sees, if so why the reference to OrderEndpoint.php:353, is that some type of line of code reference in the software, is there a doc of these references to cross check?

    Thank you and best regards.

Viewing 3 replies - 1 through 3 (of 3 total)
  • Plugin Support Syde Joost

    (@joostvandevijver)

    Hello @neikoloves

    Thank you for reaching out to us, we are here to help.

    The error that is shown on the front end, should in this case be “Payment provider declined the payment, please use a different payment method.”. This should still leave the customer room to use another payment method and finalize the order. It seems that in this case, the customer did not continue to try another payment method and left the order. This is probably why the order moved from “pending payment” to the current “Failed” order status.
    This is all assumptions, because without seeing the timing of the status in the order notes, we cannot be sure.

    The OrderEndpoint.php:353 in indeed referring to code that is triggered for this error message in line 353 of the file OrderEndpoint.php of our plugin. You can find this reference here in GitHub.

    Let me know if you have any more questions or if we can mark this thread as resolved.

    Kind regards,
    Joost

    Hi there,

    I’m facing the same issue for many customers. What can be done to fix that ?

    Thanks,

    Marie

    Plugin Support Syde Joost

    (@joostvandevijver)

    Hello @marie911

    for the error “Payment provider declined the payment” there is not much you can do from the plugin’s perspective. Since the plugin does not decline any payments, but this is done by the bank that is involved or the PayPal server, they are the only ones that look into this.

    For the PayPal’s part, you can reach out to PayPal Merchant Technical Support. This team does have access to the transaction details and can possibly give you more details on this instance. You will need to provide them with the Transaction ID and ideally also with the Debug ID (this you can find in the logs of our plugin).

    Since there is not much more we can do for such instance, I will mark this thread as resolved.

    Kind regards,
    Joost

Viewing 3 replies - 1 through 3 (of 3 total)
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