Pending Payment Status

Hey there, @itsmefti! Thanks for contacting us. I’m happy to help you.

The pending payment status means: The order has been received, but no payment has been made. Pending payment orders are generally awaiting customer action.

Let’s investigate to figure out what is going on ??

Are you using the checkout block or checkout shortcode?

Is the order on the draft tab on your orders page?

Can you please share a screenshot of the order notes? Please remove any sensitive information before sharing it here. I recommend using https://snipboard.io. You can share the direct link to the image as a response to this topic.

Here’s an example of what we need:

https://snipboard.io/ga15Gu.jpg

Please also share a screenshot of the broader order details (also removing sensitive information.)

Starting to think something’s not setup correct maybe or other – as most of the orders I have a either draft, failed or pending… few are successful… Could an expert login say and have a look? Thank you again for you support and help!

We are not able to log in to have a look, but we are happy to continue to help you investigate this.

Can you please check this guide to see if you have followed all the setup steps?

Furthermore, I’d like to understand your site properly. Please share with us the necessary information below for us to investigate the issue further:

System Status Report which you can find via WooCommerce > Status > Get system report > Copy for support.
Fatal error logs (if any) under WooCommerce > Status > Logs. Then you can use the selector to search for Fatal Errors.
You could copy and paste your reply here or paste it via https://gist.github.com/ and send the link here.

Looking forward to your reply.

Have a wonderful day!

thanks.

so the customer knows they need to act and will have received something to action?

if I recall correctly, a look at the system status shows cart and checkout use the block.

the order is in orders page, with status payment pending.

the order has two entries for billing, see image:

https://les-parfums.co.uk/wp-content/uploads/2024/08/Screenshot_20240807-144653.png

system status:

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Hey, @itsmefti!

Thanks for the information.

so the customer knows they need to act and will have received something to action?

At the moment, we need to figure out why the order is set to pending payment, so we are not sure what the customer saw.

the order has two entries for billing, see image:

Can you please share all notes? Like this: https://snipboard.io/ga15Gu.jpg

Can you also please share a screenshot of the order details? Like this: https://snipboard.io/qdNT5n.jpg

Please also share the Fatal error logs (if any) under WooCommerce > Status > Logs. Then you can use the selector to search for Fatal Errors.
You could copy and paste your reply here or paste it via?https://gist.github.com/?and send the link here.

Do you see any similarities between the orders that were set as pending or that failed?
It can be similar products, similar address, same payment gateway (WooPayments/Square/PayPal, etc), same payment method (master, visa, klarna, etc).

Looking forward to your reply.

Have a wonderful day!

Hi, as requested, screenshot of pending payment orders in the orders page. https://snipboard.io/UTOzJM.jpg

Order/billing notes for pending payment order Order #17227 : https://snipboard.io/BoxzuZ.jpg

Hi @itsmefti

Thank you for sharing those screenshots.

Looking at the order notes, it seems no payment method, even WooPayments, has been used. The payment information is also missing.

This suggests that the payment might not have been made yet. It’s possible that your customer may have left the checkout page without completing the payment, or perhaps something else occurred. Have you reached out to the customer for any feedback?

Looking forward to hearing from you!

Cheers thanks.

Yes as we’re a little the dark about what the customer experienced, we sent a basic “you left something in your cart” email.

Thanks all for your help and support. Have now disabled Woopayments and trying a different processor.

Best regards x