[Woocommerce] Orders cancelled for digital goods

  • Resolved fmarchioni

    (@fmarchioni)


    4 years, 2 months ago

    Hi all,
    I have a very basic site selling digital items (ebooks) and standard Paypal.
    I can see orders placed fall in one of these categories (randomly):
    – Order completed and paid (seldom)
    – Order cancelled and unpaid (often)
    – Order cancelled and paid (often)
    I really don’t know what’s wrong. As I sell digital items there’s no option about stock which might cancel the order. It might be a timeout but I don’t know if it’s on Paypal or on Woocommerce.
    Can you give me a clue on what to check?
    Thanks
    Francesco

Viewing 2 replies - 1 through 2 (of 2 total)
  • Plugin Support abwaita a11n

    (@abwaita)

    Hi @fmarchioni,

    For the Unpaid and cancelled orders:
    WooCommerce has a default timeout of 60 minutes whereby it’ll cancel unpaid orders that remain in the pending status past the 1-hour limit.
    You could change/disable the timeout by going to WooCommerce → Settings → Products → Inventory and then change the Hold Stock value (leave it blank to disable).

    For the Orders that are paid and cancelled:
    We’ll want to take a closer look at this to check whether the buyers are intentionally cancelling the orders on their side. Is it possible to share with us a screenshot of the notes section of one of the affected orders?

    I recommend https://snipboard.io for easily sharing screenshots – please follow the instructions on the page, then paste the URL in this chat. It works with Chrome, Firefox, Safari, and Edge.

    Thanks.

    AJ a11n

    (@amandasjackson)

    We haven’t heard back from you in a while, so I’m going to mark this as resolved – if you have any further questions, you can start a new thread.

Viewing 2 replies - 1 through 2 (of 2 total)
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