Payment status is wrong

  • Resolved portkeysmarketing2

    (@portkeysmarketing2)


    3 years, 6 months ago

    My website uses woocommerce and paypal checkout. The transaction has been very smooth before. It has been almost 2 months. An abnormal order suddenly appeared last night. I only found out this morning that the customer placed an order on the website and paid. I paid with PayPal, I checked with Finance to confirm that the money was received, but the backend of the website showed that the order status is pending payment, and under normal circumstances, the status of other orders after the customer paid is in process , I don’t know what went wrong, how can I solve this problem?

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

Viewing 4 replies - 1 through 4 (of 4 total)
  • Nico

    (@nicolamustone)

    Automattic Happiness Engineer

    Hello there,
    Judging by the notes on your order, the bank or credit card institution has put a temporary hold on the card. Unfortunately, since this hold was placed at the credit card provider, there is not much we can do. You will need to contact your customers and tell them to check with their credit card provider and let them know that the message you are getting on your end is Do Not Honor the card.

    Thread Starter portkeysmarketing2

    (@portkeysmarketing2)

    But our finance has confirmed that we have received the money, and we have indeed received the money in our account. Does it mean that the money has been frozen and cannot be withdrawn?

    Thread Starter portkeysmarketing2

    (@portkeysmarketing2)

    And the order page shows that his payment method is PayPal, no credit card payment is used.

    I am now manually changing his order to being processed and ready to ship it. Because I have received the money, shouldn’t I ship it? Can’t I withdraw the money from my own paypal account?

    Plugin Support AW a11n

    (@slash1andy)

    Automattic Happiness Engineer

    Hey again!

    If you have received the money in the account, then you should be fine to ship.

    The notes can only tell you what PayPal sends back. PayPal said that the card used when paying on PayPal was declined by the issuing bank.

    I’d double check with PayPal directly if you have further questions about the status of that order.

Viewing 4 replies - 1 through 4 (of 4 total)
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