The order is not created, although the payment is made

  • Resolved alexschneider_ru

    (@alexschneider_ru)


    8 months, 3 weeks ago

    Hello,

    I manage a website with the Woocommerce store without creating a user account during purchase and with payment via a payment gateway.

    Periodically (rather rarely) the following happens: I receive payment for the product, but the Woocommerce order is not created at all.

    The error occurs from time to time, and it is not yet possible to determine its cause or circumstances of occurrence. Since products are purchased for on my site without creating a user account first, in such a situation I do not receive any information about the customer, which is extremely inconvenient.

    Here https://pastebin.com/1tb3R4yV the part of the log from the debug.log file that roughly corresponds to the appearance of such a payment without creating an order.

    As far as I understand, an order should be created (and usually is) at the moment of clicking the “Proceed to payment” button on the Checkout page, regardless of whether the payment would be made or not after that. Therefore, the problem does not seem to be directly related to the payment gateway.

    What should I do to localize and fix the error?

    Thanks.

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

  • ?? hi @alexschneider_ru

    Thanks for reaching out about this. Let’s troubleshoot it together!

    As a first step, did you already have a chance to identify if it is related to the same payment gateway, or otherwise?

    without creating a user account during purchase and with payment via a payment gateway

    Or it is one payment gateway overall? ??

    Additionally, to get an idea of how your site is configured, could you please share a copy of your site’s System Status, as exemplified here? Once you’ve done that, you can paste it here or into our https://quickforget.com/ service and send that secret link here.

    Looking forward to hearing from you!

    Thread Starter alexschneider_ru

    (@alexschneider_ru)

    Hi,

    this is my report https://quickforget.com/s/02e62bba0fd2710b71e51e0e8503970c4fbbbdf89a1139a6

    Or it is one payment gateway overall??

    The essence of the problem lies precisely in the fact that the customer pays, but the order is not created. I have single payment gateway on my site, so naturally the problem arises when choosing this gateway.

    Hey, @alexschneider_ru!

    Thanks for sharing the report.

    I noticed that your Woo version is not updated. Can you please update it to the latest version (along with all other plugins and the theme if they need updating) and checking if the issue persists?

    We recommend keeping everything updated. Regularly updating plugins helps maintain your site’s security, performance, and compatibility while ensuring you benefit from the latest features and improvements.

    Can you also please confirm which plugin you are using as a payment gateway?

    Looking forward to your reply.

    Have a wonderful day!

    We haven’t heard back from you in a while, so I’m going to mark this as resolved – we’ll be here if and/or when you are ready to continue.

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