PayPal orders issue

  • Resolved smiliop

    (@smiliopoulou)


    6 years, 11 months ago

    Hello, thank you for this plugin.

    We’ve been using Woocomerce for a long time & everything worked fine. For the past 7 days, all of our PayPal orders get automatically canceled & no payment is performed. I contacted PayPal support at first to check the account. It seems to be fine & PayPal advised us to contact you. Plus, even if the canceled orders email is enabled, we do not receive any canceled order email. Plugins and theme are up to date & do not seem to have any conflict. We’d appreciate your help to figure out what is going wrong. I can provide you any details needed.

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

Viewing 2 replies - 1 through 2 (of 2 total)
  • Will Brubaker

    (@willthewebmechanic)

    Automattic Happiness Engineer

    Howdy ??

    Canceled order emails are only triggered if the order transitions from a paid status such as processing. They will not trigger when an order transitions from pending to canceled.

    The automatic cancel is due to the ‘hold stock’ setting. You can read more about what that setting does here: https://docs.woocommerce.com/document/configuring-woocommerce-settings/#inventory-options

    So…there’s some background. So far as why the orders aren’t being marked as processing, it could be caused by one of the following:

    1. The transaction was abandoned at PayPal. Another way of saying that is that the customer arrived at PayPal and decided not to continue. If this is the case, there will be no records of these transactions in the PayPal account.
    2. If there is a record of these transactions in the PayPal account, then the IPN notification either isn’t being received by your website or it is received but there is a failure when the IPN is processed.

    I would encourage you to ensure that the IPN is configured as per these instructions: https://www.paypal.com/us/cgi-bin/webscr?cmd=p/acc/ipn-info-outside – you will need your notification url – more information about that can be found here: https://docs.woocommerce.com/document/paypal-standard/#section-6

    If you are still having trouble can I ask you to go through the steps listed here https://docs.woocommerce.com/document/paypal-standard/#section-21 and if none of that helps, then I suggest that you examine your server’s PHP error logs for clues as to what is causing this.

    Hello Will, thank you for your on-time reply and all the details.

    We checked all steps you mentioned above & we still weren’t able to figure out what was going wrong. Finally, we solved the problem by using another PayPal account. Apparently, the problem was on PayPal’s side. Thank you for your help.

Viewing 2 replies - 1 through 2 (of 2 total)
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