Some PAYPAL payments get stuck “PENDING”
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Hello,
I have set an ecommerce shop for our NGO. We have found a concerning issue with our paypal gateway.
In Woocommerce, about 30% of orders get stuck in a “PENDING” state, the order is created in the orders list but remains in this state forever, there is no note in the order page. Also, they will never go into “FAILED” state (we waited 4 days and nothing happened).
After checking in our Paypal, there is also no trace of any payment for those oders.
Other orders which get tagged as “Processing” are marked with a note “payment completed”, and we can see the payment in Paypal.
What is going on for those orders that get stuck in PENDING state with no payment on paypal side? Why don’t they switch to failed state? Very strange…
Thank you
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Hello @m155y5 , thank you for your help,
I activated logging and will wait for new activity to show up.
Shouldn’t abandonned orders after redirection to paypal gateway be marked as “FAILED” after some time (user defined or not) ?
I’m quite new to Woocommerce but this would help figure out what is wrong in a clearer way, maybe?
Thank you
Hello @m155y5,
Thank you for helping,
Stock is deactivated for our shop! Maybe it’s a Woocommerce bug which will keep “Pending payment” status forever when stock is deactivated? Because when deactivated, we don’t have the “Hold stock” timer setting!
I can confirm that we have “Pending payment” (by Paypal) orders still in this state after 1 full week (7 days).
Thank you @m155y5
Here is a screenshot of all pending orders, all stuck in this state. (all paypal payments)(no payment showing up in paypal).
And Woocommerce does not switch them to failed…Please note that it is not a paypal issue because 80% of orders via Paypal are successfully going to “processing” status.
See screen shot : Pending payments
Here it is, there are some french inside because it is a french wordpress install
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Voir : Comment créer un thème enfant WooCommerce Support: ? ### Templates ### Overrides: Newspaper/woocommerce/archive-product.php Newspaper/woocommerce/single-product.php ### Action Scheduler ### Annulé: 1 Oldest: 2020-12-08 15:23:14 +0100 Newest: 2020-12-08 15:23:14 +0100 Terminé: 300 Oldest: 2020-11-25 16:37:29 +0100 Newest: 2020-12-12 02:36:58 +0100Hello @m155y5, I have logs ready to be shared (this order is still in the “pending payment” state” and no payment in paypal was made):
2020-12-20T10:42:35+00:00 INFO Generating payment form for order 30362. Notify URL: https://www.xxx.org/wc-api/WC_Gateway_Paypal/
2020-12-20T10:42:35+00:00 INFO PayPal Request Args for order 30362: Array
(
[cmd] => _cart
[business] => [email protected]
[no_note] => 1
[currency_code] => EUR
[charset] => utf-8
[rm] => 2
[upload] => 1
[return] => https://www.xxx.org/commander/order-received/30362?key=wc_order_icwmZRATqm8nu&utm_nooverride=1
[cancel_return] => https://www.xxx.org/panier/?cancel_order=true&order=wc_order_icwmZRATqm8nu&order_id=30362&redirect&_wpnonce=0cbacefd79
[page_style] =>
[image_url] =>
[paymentaction] => sale
[invoice] => 30362
[custom] => {“order_id”:30362,”order_key”:”wc_order_icwmZRATqm8nu”}
[notify_url] => https://www.xxx.org/wc-api/WC_Gateway_Paypal/
[first_name] => ***
[last_name] => ***
[address1] => ***
[address2] => ***
[city] => ***
[state] => ***
[zip] => ***
[country] => ***
[email] => ***@***
[night_phone_a] => ***
[night_phone_b] => ***
[no_shipping] => 1
[item_name_1] => xxx x 1
[quantity_1] => 1
[amount_1] => 7.9
[item_number_1] => 30362
[bn] => WooThemes_Cart
)Thank you for your support @m155y5,
I will try this myself, you’re certainly right about them being abandonned orders.
However, as mentionned earlier in this thread, they will never go into canceled state. Our shop does not use stock in the settings, so there is no “Hold stock” setting available. So we can’t set any delay.
Could this be a missing feature in Woocommerce? Maybe your team can have a look on this! Also, it this helps: it happens for downloadable product and normal products too.
Thank you
Hi @astrix –
My apologies for the delayed response!
Most gateways will report back and set the order status to Processing (payment successful) or Failed (payment unsuccessful). If the shop never receives either signal, it keeps the status on Pending.
This tends to be a misconfiguration of payment notification URLs or a plugin conflict. I would recommend double-checking your IPN settings for PayPal and conducting a plugin conflict test (I’ll add instructions for that below).
Please let us know how it goes!
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Here’s how you can figure out which plugin may be causing a problem:Before you start
- First, please make sure you have a good backup in place of your full site and database. Most hosting companies have this included in the subscription, but you could also consider using a service like Jetpack. If something goes wrong, it’s nice to know that you can restore your site.
- Second, I would suggest to install a plugin called Health Check & Troubleshooting. This is a plugin developed by the WordPress community and it allows you to disable plugins without effecting your current site visitors.
How to test for conflicts
In order to test for conflicts using Health Check & Troubleshooting:- Go to Tools > Site Health > Troubleshooting.
- Select Enable Troubleshooting Mode. This will disable all your plugins and set your theme to a default one.
- Go to Plugins. There you can enable WooCommerce by selecting Enable While Troubleshooting.
- Try to reproduce the problem. If the problem is resolved, it’s clearly a conflict. Now we need to figure out which plugin is causing this conflict.
- If you can’t reproduce the problem with only WooCommerce enabled, go ahead and re-enable the other plugins one by one. Test after each one until the problem occurs again – this will tell you which plugin is conflicting.
- If you are unable to reproduce the problem with the rest of your plugins enabled it could be your theme causing the conflict. To test for this, please enable your original theme at your WordPress Dashboard in the Troubleshooting Mode section at the top (it will look similar to this: https://d.pr/i/bbvkLY). In the Troubleshooting window, you’ll be able to see a dropdown with available themes. Choose the one you normally use. Try reproducing the problem you’re experiencing. If you can reproduce it, your theme is the source of the conflict.
Once you’ve done that, please check out How to test for plugin and theme conflicts and follow the steps there. Please let us know how that goes.
- The topic ‘Some PAYPAL payments get stuck “PENDING”’ is closed to new replies.
