Waiting for invoice purchase payment.

Hello @3dtobias

It appears that there has been a delay or issue with PayPal’s webhook. Normally, when an invoice purchase is made, the order in WooCommerce is initially set to “On hold.” PayPal then sends a webhook to confirm the payment once it has been accepted by Ratepay, which should update the order status from “On hold” to “Processing.” This process usually takes about 5 minutes in live mode.

If the webhook does not arrive or cannot be matched to the order for some reason, the order will remain in “On hold” status. This seems to be what has happened in your case. Additionally, even if WooCommerce does not receive payment instructions via webhook, Ratepay should send a separate email with the payment instructions.

We would need to check the logs for this order to better assist you. Could you please enable the logging function (in the Connection tab) if it isn’t already, and provide us with your system status report? Here’s how you can do this:

1. Navigate to the WooCommerce / Status section in your site’s admin panel.
2. Click on the Get system report button and then click Copy for support.
3. Paste the report into our PrivateBin.
4. After uploading, please share the link here so we can review the details thoroughly.

Once we have this information, we will be able to guide you more accurately on how to resolve the issue.

Kind regards,

Krystian

hi Krystian,

thank you for your help.

here is the link to my system report.

https://privatebin.syde.com/?702ffd399797f9a1#FKq5wiHx37o3SXqNwo2LxbVJ6U4wnmAM3ecsenQnSHGX

best regards

Tobias

Hello @3dtobias

It looks like the logging function is turned on, so that’s a good place to start.

To investigate this issue further, we’d like to examine your plugin log files. Every transaction will generate a log entry. You can retrieve these logs from the path:
Access the WooCommerce > Status > Logs section, and proceed to choose the most recent “woocommerce-paypal-payments” file associated with the date of the failed order.

Please provide those log entries on our PrivateBin. After uploading, send us the link, so we can review them in detail.

I’m looking forward to your response.

Kind regards,
Krystian

Hi Krystian,

here is the link.
https://privatebin.syde.com/?3f200b234c8184c1#CWb1RLpPYvYniEQRfWoKBFeaWt5pFhGxeGZL5Ws4QmwD

i changed the name from that order to my name.

Hello @3dtobias

Thank you for the logs.

A good next step to resolve this would be to disconnect and then reconnect your account so that a new REST app is created, along with a fresh webhook subscription. This should help in resetting the integration and ensuring operation going forward.

Please follow these steps, and if you run into any further issues or need additional guidance, feel free to reach out.

Kind Regards,

Krystian

hi Krystian,

I have followed your instruction.

now I have to wait for the next invoice purchase. It can take a while.

best regards
Tobias

Hello @3dtobias

When you have the logs available, please ping my name with “@”, and I will receive a notification via email. This will help speed up the analysis of the behavior.

Thank you in advance.

Kind Regards,

Krystian

Hello @3dtobias

Since we have not received any further communication from you, we are assuming that your issue has been resolved.

Therefore, we mark this thread as resolved. If you still have any questions or if a new problem arises, don’t hesitate to open a new thread.

Kind regards,
Krystian