Payments are showing up a week late

  • Resolved nrtdesign

    (@nrtdesign)


    2 years, 10 months ago

    We’re noticing that maybe 30% of orders are starting out as Failed, but then about a week later (sometimes more), they get processed and changed to Complete. This is after the customer thinks it didn’t go through.

    For instance, I’m looking at an order that was placed on Jan 10th and in the WooCommerce Order Notes it says: Could not process order. Order status changed from pending to failed.

    But then on January 18, it went from Failed to Completed. All the while, the customer didn’t think it went through.

    Any suggestions on what to do about this?

Viewing 4 replies - 1 through 4 (of 4 total)
  • Plugin Support mbrsolution

    (@mbrsolution)

    Hi, this could be related to the funds taking too long to transfer to your PayPal account. Have you spoken to PayPal support about this issue?

    Regards.

    Thread Starter nrtdesign

    (@nrtdesign)

    I just got done talking with PayPal technical support, and they directed me to WooCommerce Log Files, but we noticed that the suspect orders aren’t getting logged. And the logs I’m referring to are what you find when you go to WooCommerce -> Status -> Logs -> WooCommerce PayPal Payments.

    So, do you have any idea why the transactions aren’t getting recorded in the logs?

    Plugin Support mbrsolution

    (@mbrsolution)

    Hi, have you spoken to WooCommerce support about this issue? I don’t think this has anything to do with our plugin, or else everyone using this plugin/addon would report this issue as well.

    Let me know what they say.

    Thank you.

    Plugin Author wp.insider

    (@wpinsider-1)

    Our addon receives the payment information from the PayPal API. So if PayPal API gives a response of “Failed” at the time of transaction, then it will mark that order as a failed one. PayPal maybe retrying the transaction at a later time to see if that passes.

    If you log into your PayPal account, do you see that transaction in there? What does it show for that transaction? Does the transaction outcome (success or fail) matches with what is shown in the WooCommerce order status? This info should provide useful clues.

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