Woocommerce order status not updating to complete after successful ITN

Hi @karendejong

Thanks for reaching out!

I understand that you’re experiencing an issue with WooCommerce order status not updating to Completed immediately after a successful ITN. Based on your description, it seems that there might be a delay in the communication between your payment gateway and your WooCommerce store, or there could be a conflict with another plugin or theme that is causing this issue.

As a first step, can you please share with us what payment gateway was used for these orders that use ITN?

Furthermore, please provide us with a screenshot of the Order Notes for any of these orders so that we could check this further.

If you don’t already have a screenshot service installed, you can try https://snipboard.io. You can share the direct link to the image as a response to this topic.

Additionally, I’d like to understand your site properly. Please share your System Status Report that you can find via WooCommerce > Status. Select Get system report and then Copy for support. Once you’ve done that, you can paste it into your reply here.

If you could also provide the fatal error logs (if any) under WooCommerce > Status > Logs.

You could copy and paste your reply here or paste it via https://gist.github.com/ and send the link here.

Thanks!

Hi @xue28

Thank you for your reply.
I am using PayFast as the payment gateway
Link to order notes: https://snipboard.io/9ITvDG.jpg

Woocommerce status:

### WordPress Environment ###

WordPress address (URL): https://glare.co.za
Site address (URL): https://glare.co.za
WC Version: 7.4.0
REST API Version: ?</img> 7.4.0
WC Blocks Version: ?</img> 9.4.3
Action Scheduler Version: ?</img> 3.5.4
Log Directory Writable: ?</img>
WP Version: 6.2
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WP Memory Limit: 256 MB
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Language: en_ZA
External object cache: –

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Product Size Chart for WooCommerce: by VillaTheme – 1.1.3
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WC Hide Shipping Methods: by Rynaldo Stoltz – 1.5
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UpSell for WooCommerce: by nordiccustommade – 1.0.0
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Connected to WooCommerce.com: –
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Order datastore: WC_Order_Data_Store_CPT

### WC Pages ###

Shop base: #6607 – /
Basket: #178 – /basket/
Checkout: #179 – /checkout/
My account: #15406 – /my-account/
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### Theme ###

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Version: 1.0
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Child Theme: ?</img>
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Parent Theme Version: 4.20.0
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WooCommerce Support: ?</img>

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Child-Theme-Wizard/woocommerce/emails/customer-completed-order.php
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Learn how to update

### Admin ###

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settings

Daily Cron: ?</img> Next scheduled: 2023-04-14 12:44:42 +02:00
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### Action Scheduler ###

Complete: 13,614
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Failed: 17
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Newest: 2023-04-05 09:09:25 +0200

Pending: 2
Oldest: 2023-04-14 12:17:37 +0200
Newest: 2023-04-15 06:13:26 +0200


### Status report information ###

Generated at: 2023-04-14 08:26:36 +02:00

Woocommerce status logs:

2023-04-05T07:48:33+00:00 CRITICAL Allowed memory size of 268435456 bytes exhausted (tried to allocate 49152 bytes) in /home/glarevkw/public_html/wp-includes/class-wpdb.php on line 2397

2023-04-05T07:48:46+00:00 CRITICAL Allowed memory size of 268435456 bytes exhausted (tried to allocate 45056 bytes) in /home/glarevkw/public_html/wp-includes/class-wpdb.php on line 2397

2023-04-05T07:48:57+00:00 CRITICAL Allowed memory size of 268435456 bytes exhausted (tried to allocate 45056 bytes) in /home/glarevkw/public_html/wp-includes/class-wpdb.php on line 2397

2023-04-05T07:49:08+00:00 CRITICAL Allowed memory size of 268435456 bytes exhausted (tried to allocate 45056 bytes) in /home/glarevkw/public_html/wp-includes/class-wpdb.php on line 2397

2023-04-05T07:49:32+00:00 CRITICAL Allowed memory size of 268435456 bytes exhausted (tried to allocate 49152 bytes) in /home/glarevkw/public_html/wp-includes/class-wpdb.php on line 2397

2023-04-05T07:51:04+00:00 CRITICAL Allowed memory size of 268435456 bytes exhausted (tried to allocate 45056 bytes) in /home/glarevkw/public_html/wp-includes/class-wpdb.php on line 2397

2023-04-05T08:01:24+00:00 CRITICAL Allowed memory size of 268435456 bytes exhausted (tried to allocate 49152 bytes) in /home/glarevkw/public_html/wp-includes/class-wpdb.php on line 2397

2023-04-05T08:01:57+00:00 CRITICAL Allowed memory size of 268435456 bytes exhausted (tried to allocate 49152 bytes) in /home/glarevkw/public_html/wp-includes/class-wpdb.php on line 2397

2023-04-05T08:02:11+00:00 CRITICAL Allowed memory size of 268435456 bytes exhausted (tried to allocate 49152 bytes) in /home/glarevkw/public_html/wp-includes/class-wpdb.php on line 2397

2023-04-05T08:04:52+00:00 CRITICAL Allowed memory size of 268435456 bytes exhausted (tried to allocate 49152 bytes) in /home/glarevkw/public_html/wp-includes/class-wpdb.php on line 2397

2023-04-05T09:21:16+00:00 CRITICAL Allowed memory size of 268435456 bytes exhausted (tried to allocate 233472 bytes) in /home/glarevkw/public_html/wp-includes/class-wpdb.php on line 2397

2023-04-05T09:34:04+00:00 CRITICAL Allowed memory size of 268435456 bytes exhausted (tried to allocate 249856 bytes) in /home/glarevkw/public_html/wp-includes/class-wpdb.php on line 2397

2023-04-05T09:34:40+00:00 CRITICAL Allowed memory size of 268435456 bytes exhausted (tried to allocate 233472 bytes) in /home/glarevkw/public_html/wp-includes/class-wpdb.php on line 2397

Thank you for your help!

Hi @karendejong ,

Thanks for sharing the requested information!

After checking your System Status report, I am able to see the following:

WC Version: 7.4.0

Your WooCommerce core version is outdated, as a first step could you please update this to the latest available version (7.6.0) to ensure optimal functionality.

WooCommerce PayFast Gateway: by WooCommerce – 1.5.0 (update to version 1.5.2 is available)

The WooCommerce PayFast Gateway plugin is also not updated to its latest available version. Please could you also update this.

2023-04-05T07:48:33+00:00 CRITICAL Allowed memory size of 268435456 bytes exhausted (tried to allocate 49152 bytes) in /home/glarevkw/public_html/wp-includes/class-wpdb.php on line 2397

With regard to your error log, this error indicates your memory limit being exhausted. To resolve this issue you would need to increase your WordPress memory limit from 256M to 512M.

You can reach out to your host for help with this. Also, you can read more about this in our Increasing the WordPress Memory Limit support documentation.

Let us know if this makes any difference!

Hi @beautyofcode

Thank you for your response. I’ll look into these and hopefully this will resolve the issue.

Hi @karendejong ,

Happy to help!

Sounds like a plan, we’ll be here if you need any further help ??

Cheers!

Hi @karendejong ,

We haven’t heard back from you in a while, so I’m going to mark this as resolved – we’ll be here if you need any further help with this.

Cheers!

Hi

I am opening this thread again as I am still struggling with the same issue.
My Woocommerce site is fully updated and can’t see any issues in the logs related to this problem. Could it be the syncing with my payment gateway?

Any help will be appreciated.

Thank you!

• This reply was modified 1 year, 9 months ago by karendejong.

Hi @karendejong ,

I’m sorry to hear that the issue is still present.

Could it be the syncing with my payment gateway?

It is possible. Have you been able to replicate this in test mode?

This also doesn’t happen the whole time, only with some of the orders

Are there any similarities with the orders experiencing this issue, such as products, customer location, coupons perhaps being used, etc?

Also, do you have logging and debugging enabled? If not, can you enable these, and create a test payment?

This will create a log under WooCommerce → Status → Logs to record transaction event information, which is useful for troubleshooting.

You can read more on how to do this here:

https://woocommerce.com/document/payfast-payment-gateway/#section-4

Please share any results with us here so that we can take a closer look.

Cheers!

Hi @beautyofcode
So I looked again at the orders, and it seems like all orders are taking a day or three to change from order processing to order complete after successful ITN payment. There’s even a few that doesn’t update at all. There’s no similarities all orders are different.

I have logging & debugging enabled.

Here are some logs for 6 June:
This shows the integration with the courier company:

2023-06-06T00:00:18+00:00 INFO Array
(
    [Webhook Delivery] => Array
        (
            [Delivery ID] => f8c8f07fc40d23d4cefdf012d4a8a9a2
            [Date] => Jun 6, 2023 @ 0:00
            [URL] => https://api.bobgo.co.za/webhook/channel?channel=6957e81c-0172-43fb-bf78-87ca038f7893
            [Duration] => 0.82634
            [Request] => Array
                (
                    [Method] => POST
                    [Headers] => Array
                        (
                            [User-Agent] => WooCommerce/7.7.2 Hookshot (WordPress/6.2.2)
                            [Content-Type] => application/json
                            [X-WC-Webhook-Source] => https://glare.co.za/
                            [X-WC-Webhook-Topic] => order.updated
                            [X-WC-Webhook-Resource] => order
                            [X-WC-Webhook-Event] => updated
                            [X-WC-Webhook-Signature] => sUjPRYB5xdngQmCpq7sqW23NjqSpamUYRQCS+5YM/60=
                            [X-WC-Webhook-ID] => 39
                            [X-WC-Webhook-Delivery-ID] => f8c8f07fc40d23d4cefdf012d4a8a9a2
                        )

                )

            [Body] => Webhook body is not logged unless WP_DEBUG mode is turned on. This is to avoid the storing of personal data in the logs.
            [Response] => Array
                (
                    [Code] => 200
                    [Message] => OK
                    [Headers] => WpOrg\Requests\Utility\CaseInsensitiveDictionary Object
                        (
                            [data:protected] => Array
                                (
                                    [date] => Tue, 06 Jun 2023 00:00:18 GMT
                                    [content-type] => application/json
                                    [content-length] => 4
                                    [bob-go-request-id] => d7fd6160-863e-474b-8cd5-20d9d87ec89b
                                    [apigw-requestid] => GEeLAhguCfMEP4w=
                                )

                        )

                    [Body] => Webhook body is not logged unless WP_DEBUG mode is turned on. This is to avoid the storing of personal data in the logs.
                )

        )

)

This shows the intergration with the payment gateway (I've deleted personal info)

06-06-2023 @ 05:45:34 -

Payfast ITN call received

06-06-2023 @ 05:45:34 - Get posted data
06-06-2023 @ 05:45:34 - Payfast Data: Array
(
[m_payment_id] => 23301
[pf_payment_id] => 126201192
[payment_status] => COMPLETE
[item_name] => Glare - 23301
[item_description] => New order from Glare
[amount_gross] => 1240.00
[amount_fee] => -47.93
[amount_net] => 1192.07
[custom_str1] => wc_order_FPJoIg9LqhwUU
[custom_str2] => WooCommerce/7.7.2; https://glare.co.za
[custom_str3] => 23301
[custom_str4] =>
[custom_str5] =>
[custom_int1] =>
[custom_int2] =>
[custom_int3] =>
[custom_int4] =>
[custom_int5] =>
[name_first] => 
[name_last] => 
[email_address] => 
[merchant_id] => 15049209
[signature] => b4799792eec63ccd53958bd3c70f5f03
)

06-06-2023 @ 05:45:34 - Verify security signature
06-06-2023 @ 05:45:34 - Signature = valid
06-06-2023 @ 05:45:34 - Verify source IP
06-06-2023 @ 05:45:34 - Valid IPs:
Array
(
[0] => 34.107.176.71
[1] => 34.120.184.229
[2] => 41.74.179.210
[3] => 41.74.179.194
[4] => 41.74.179.197
[5] => 41.74.179.204
[6] => 41.74.179.212
[7] => 41.74.179.217
[8] => 197.97.145.156
[9] => 41.74.179.203
[10] => 41.74.179.193
[11] => 41.74.179.211
[12] => 144.126.193.139
[13] => 41.74.179.196
[14] => 41.74.179.200
[15] => 41.74.179.195
[16] => 41.74.179.201
[17] => 41.74.179.218
[18] => 197.97.145.145
[19] => 197.97.145.149
[20] => 197.97.145.148
[22] => 197.97.145.150
)

06-06-2023 @ 05:45:34 - Verify data received
06-06-2023 @ 05:45:34 - Host = https://www.payfast.co.za/eng/query/validate
06-06-2023 @ 05:45:34 - Params = Array
(
[m_payment_id] => 23301
[pf_payment_id] => 126201192
[payment_status] => COMPLETE
[item_name] => Glare - 23301
[item_description] => New order from Glare
[amount_gross] => 1240.00
[amount_fee] => -47.93
[amount_net] => 1192.07
[custom_str1] => wc_order_FPJoIg9LqhwUU
[custom_str2] => WooCommerce/7.7.2; https://glare.co.za
[custom_str3] => 23301
[custom_str4] =>
[custom_str5] =>
[custom_int1] =>
[custom_int2] =>
[custom_int3] =>
[custom_int4] =>
[custom_int5] =>
[name_first] => 
[name_last] => 
[email_address] => 
[merchant_id] => 15049209
)

06-06-2023 @ 05:45:34 - Response:
Array
(
[VALID] =>
)

06-06-2023 @ 05:45:34 - Check data against internal order
06-06-2023 @ 05:45:34 - Order Details:
customer id:0
order id: 23301
parent id: 0
status: pending
total: 1240.00
currency: ZAR
key: wc_order_FPJoIg9LqhwUU
06-06-2023 @ 05:45:34 - Check status and update order
06-06-2023 @ 05:45:34 - - Complete

06-06-2023 @ 05:45:36 -

End ITN call

This is integration with accounting software:

2023-06-06T00:00:19+00:00 INFO Array
(
    [Webhook Delivery] => Array
        (
            [Delivery ID] => e3a9929f66f5e18b14ecdc842b0213cb
            [Date] => Jun 6, 2023 @ 0:00
            [URL] => https://api.storehub.io/api/woocom/9ae34b63-864d-4ab4-83de-273714831c5e
            [Duration] => 0.88973
            [Request] => Array
                (
                    [Method] => POST
                    [Headers] => Array
                        (
                            [User-Agent] => WooCommerce/7.7.2 Hookshot (WordPress/6.2.2)
                            [Content-Type] => application/json
                            [X-WC-Webhook-Source] => https://glare.co.za/
                            [X-WC-Webhook-Topic] => order.updated
                            [X-WC-Webhook-Resource] => order
                            [X-WC-Webhook-Event] => updated
                            [X-WC-Webhook-Signature] => C4gYsdNtEd3rJHWmpjec72SZa7Zojj6p+0pzhFhfohQ=
                            [X-WC-Webhook-ID] => 37
                            [X-WC-Webhook-Delivery-ID] => e3a9929f66f5e18b14ecdc842b0213cb
                        )

                )

            [Body] => Webhook body is not logged unless WP_DEBUG mode is turned on. This is to avoid the storing of personal data in the logs.
            [Response] => Array
                (
                    [Code] => 200
                    [Message] => OK
                    [Headers] => WpOrg\Requests\Utility\CaseInsensitiveDictionary Object
                        (
                            [data:protected] => Array
                                (
                                    [server] => Microsoft-IIS/10.0
                                    [x-stackifyid] => V2|bc72aec3-c845-4659-a054-7929cfb98af9|C92019|CD1
                                    [x-powered-by] => ASP.NET
                                    [strict-transport-security] => max-age=0
                                    [date] => Tue, 06 Jun 2023 00:00:19 GMT
                                )

                        )

                    [Body] => Webhook body is not logged unless WP_DEBUG mode is turned on. This is to avoid the storing of personal data in the logs.
                )

        )

)

Not sure if this can help with the investigation.

Thanks again for your help.

Hi there,

Thanks for sharing the logs —?I’m not seeing any issues based on the log.

I see that in your initial request, you’ve mentioned Woocommerce order status not updating to complete after successful ITN. Does that mean that you’re expecting the Order status to change to “Completed” after the Payment is completed?

I believe there might be a confusion here. When the payment is completed, order comes in with the status of Processing. After this, it is up to the shop managers to ship/fulfill the order and mark it as Completed.

I recommend reviewing what the different Order Statuses are here: https://woocommerce.com/document/managing-orders/