Payment status continues to be ‘Processing” – payment not received

Hi there!

My organization uses this plugin to receive donations as we are a non-profit. We received a number of donations yesterday, and 5 out of 16 of them never provided a transaction ID and as a result, the payment was never received in our PayPal account.

Would you mind sharing more details about the workflow on your site?

If you try to make a test donation, do you still see the same behavior? If not, is it possible to find out what steps did those users follow where the payments did not go through?

We received a notification from WordPress of the donation after the form was submitted, but the notification is submitted to the Admin via WordPress before the user continues to the PayPal section. WordPress says the payment status is ‘Processing’ and not ‘Complete’ as the other payment that show up in our PayPal account do.

Processing status would mean Payment received (paid). Am I understanding correctly that the payment wasn’t received for those orders, but the order status is still set to Processing?

Can you please reconfirm if the payment method used for those orders is WooCommerce PayPal Checkout Payment Gateway?

Also, could you please share a copy of your site’s System Status? You can find it via WooCommerce > Status.
Select “Get system report” and then “Copy for support”. Once you’ve done that, paste it here in your response.

Thanks for the response. Please bear with me as I do not have a background in IT. For the user to submit a donation, they are taken to a gravity form to provide their information before being redirected to PayPal to complete the transaction. I receive ad Admin notification from Gravity Forms that a user has submitted a donation, but this notification is triggered before the actual transaction is completed by the user via PayPal. Here is a link to the donation page.

Below are links to screenshots for a user whose transaction has been completed, and one for which the transaction is still processing. Hopefully this is helpful:

Completed transaction
Processing transaction

Below is the system status:

### WordPress Environment ###

WordPress address (URL): https://thecookbookproject.org
Site address (URL): https://thecookbookproject.org
WC Version: 3.8.0
REST API Version: ? 1.0.2
Log Directory Writable: ?
WP Version: 5.3
WP Multisite: –
WP Memory Limit: 256 MB
WP Debug Mode: –
WP Cron: ?
Language: en_US
External object cache: –

### Server Environment ###

Server Info: Apache
PHP Version: 7.1.22 - We recommend using PHP version 7.2 or above for greater performance and security. How to update your PHP version
PHP Post Max Size: 105 MB
PHP Time Limit: 500
PHP Max Input Vars: 3000
cURL Version: 7.35.0
OpenSSL/1.0.1f

SUHOSIN Installed: –
MySQL Version: 5.6.34-log
Max Upload Size: 100 MB
Default Timezone is UTC: ?
fsockopen/cURL: ?
SoapClient: ?
DOMDocument: ?
GZip: ?
Multibyte String: ?
Remote Post: ?
Remote Get: ?

### Database ###

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WC Database Prefix: wpww_
MaxMind GeoIP Database: ?
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### Security ###

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

### Active Plugins (58) ###

Gravity Perks: by Gravity Wiz – 2.1.9
Gravity Forms: by rocketgenius – 2.4.15
BadgeOS: by LearningTimes – 3.3
bbPress: by The bbPress Contributors – 2.6.1
Better Search Replace: by Delicious Brains – 1.3.3
Boss for LearnDash: by BuddyBoss – 1.3.5
BP Remove Profile Links: by @bphelp – 1.2
BuddyBoss One Click Installer: by BuddyBoss – 1.0.7
BuddyBoss Products Updater: by BuddyBoss – 1.2.6
BuddyPress for LearnDash: by BuddyBoss – 1.2.8
BuddyPress: by The BuddyPress Community – 5.0.0
Classic Editor: by WordPress Contributors – 1.5
CommitChange Plugin: by CommitChange – 0.1
WooCommerce Coupon Generator: by Jeroen Sormani – 1.1.0 – Not tested with the active version of WooCommerce
Disable Comments: by Samir Shah – 1.10.2
DreamHost Panel Login: by DreamHost
danielbachhuber – 1.0.0

DreamObjects Backups: by Mika Epstein – 4.2.0
Duplicate Page: by mndpsingh287 – 4.0
Go Pricing - WordPress Responsive Pricing Tables: by Granth – 3.3.3
GP Better User Activation: by Gravity Wiz – 1.1.9
Gravity Forms MailChimp Add-On: by rocketgenius – 4.6
Gravity Forms PayPal Standard Add-On: by rocketgenius – 3.2
Gravity Forms User Registration Add-On: by rocketgenius – 4.4
Gravity Forms Zapier Add-on: by rocketgenius – 3.2
GP Terms of Service: by David Smith – 1.3.9
GP Word Count: by David Smith – 1.4.5
Import users from CSV with meta: by codection – 1.14.3.10
Insert Headers and Footers: by WPBeginner – 1.4.4
WPBakery Visual Composer: by Michael M - WPBakery.com – 5.1.1
LearnDash Course Grid: by LearnDash – 1.5.5
LearnDash LMS - EDD Integration: by LearnDash – 1.2.0
LearnDash LMS - Notifications: by LearnDash – 1.2.0
LearnDash Pro Panel: by LearnDash – 1.5.4
LearnDash Zapier: by LearnDash – 1.2.0
LearnDash GravityForms Addon: by LearnDash – 2.0
LearnDash WooCommerce Integration: by LearnDash – 1.4.0 – Not tested with the active version of WooCommerce
Mailchimp for WooCommerce: by Mailchimp – 2.3 – Not tested with the active version of WooCommerce
MC4WP: Mailchimp for WordPress: by ibericode – 4.7
MC4WP: Mailchimp Top Bar: by ibericode – 1.5.0
Nav Menu Roles: by Kathy Darling – 1.9.5
Google Fonts Typography: by Fonts Plugin – 1.9.92
Pricing Tables For Visual Composer - Free: by Labib Ahmed – 1.3
Redirection: by John Godley – 4.4.2
LearnDash LMS: by LearnDash – 3.1
Smart Slider 3: by Nextend – 3.3.24
Styles & Layouts Gravity Forms: by Sushil Kumar – 4.2.5
Templatera: by WPBakery – 1.1.11
Uncanny LearnDash Toolkit: by Uncanny Owl – 3.1.4
UpdraftPlus - Backup/Restore: by UpdraftPlus.Com
DavidAnderson – 1.16.20

WooCommerce Dynamic Pricing & Discounts: by RightPress – 2.2.3 – Not tested with the active version of WooCommerce
WooCommerce PayPal Checkout Gateway: by WooCommerce – 1.6.17 – 1.6.18 is available – Not tested with the active version of WooCommerce
WooCommerce Google Ads Conversion Tracking: by Wolf+B?r Agency – 1.5.5 – Not tested with the active version of WooCommerce
WooCommerce Order Status Control: by SkyVerge – 1.8.0 – Not tested with the active version of WooCommerce
WooCommerce Product Dependencies: by SomewhereWarm – 1.2.2 – Not tested with the active version of WooCommerce
WooCommerce Services: by Automattic – 1.22.1
WooCommerce: by Automattic – 3.8.0 – 3.8.1 is available
Yoast SEO: by Team Yoast – 9.3 – Not tested with the active version of WooCommerce
WP Mail SMTP: by WPForms – 1.7.1

### Inactive Plugins (1) ###

Jetpack by WordPress.com: by Automattic – 6.8.2

### Settings ###

API Enabled: ?
Force SSL: –
Currency: USD ($)
Currency Position: left
Thousand Separator: ,
Decimal Separator: .
Number of Decimals: 2
Taxonomies: Product Types: course (course)
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)

Connected to WooCommerce.com: –

### WC Pages ###

Shop base: #783 - /shop/
Cart: #785 - /cart/
Checkout: #787 - /checkout/
My account: #789 - /my-account/
Terms and conditions: #1255 - /terms-and-conditions/

### Theme ###

Name: Boss. Child Theme
Version: 2.3.1
Author URL: https://www.buddyboss.com
Child Theme: ?
Parent Theme Name: Boss.
Parent Theme Version: 2.4.9
Parent Theme Author URL: https://www.buddyboss.com
WooCommerce Support: ?

### Templates ###

Overrides: –

### Action Scheduler ###

Complete: 29
Oldest: 2019-11-19 11:52:13 -0600
Newest: 2019-12-06 13:06:28 -0600

Pending: 0
Oldest: –
Newest: –

Canceled: 1
Oldest: 2019-11-26 09:03:45 -0600
Newest: 2019-11-26 09:03:45 -0600

In-progress: 0
Oldest: –
Newest: –

Failed: 1
Oldest: 2019-12-08 15:24:49 -0600
Newest: 2019-12-08 15:24:49 -0600

Thank you for getting back to us with the System Status Report and screenshots.

Since they do contain transaction IDs, it’d be best to remove them. I got them covered in this response with that redacted.

Link to image: https://d.pr/i/2i0z4k

Link to image: https://d.pr/i/i1e1qv

From what I understand, you’re only seeing this behavior via PayPal when using the Gravity form?

I’m asking because if that is the case, then the PayPal gateway extension used on the linked product seems to be Gravity Forms PayPal Standard Add-On: by rocketgenius – 3.2 as opposed to PayPal Checkout. If the problem is indeed only with that extension, please reach out to the plugin devs directly for support at https://www.gravityforms.com/support/

This forum is specifically for assistance with PayPal Checkout. You can read more about this extension at PayPal Checkout Documentation

If you’re seeing a problem with PayPal Checkout extension, please feel free to get back to us with a link to the product page, or the exact steps to replicate this behavior.

Thank you so much for this response and providing the correct link to receive support. Thanks!

Thank you so much for this response and providing the correct link to receive support. Thanks!

My pleasure! I’ll mark this topic as solved for now. Please feel free to open a new topic if you have any other questions.