• Resolved mbschmoop

    (@mbschmoop)


    To put it shortly:

    Customer orders a product. The payment is completed and confirmed by our payment service providers. It’s via transfer, so we know for sure the payment is safe and sound.

    However: no confirmation e-mail is sent either to us or to the customer (impossible to know a new order came in). And when we check on woocommerce orders it says cancelled.

    EDIT: When checking the order notes it says “Unpaid order cancelled – time limit reached. Order status changed from Pending payment to Cancelled.”

    It’s a new thing (started yesterday), and not for all orders.

    No idea what’s going on?

    • This topic was modified 4 years, 7 months ago by mbschmoop.
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  • Phil

    (@fullysupportedphil)

    Automattic Happiness Engineer

    @mbschmoop based on what you described, the payment gateway that you are using is not telling your WooCommerce site that the order has been paid. As a result, WooCommerce is cancelling the unpaid order.

    You will need to contact the developer of whatever payment plugin you are using, as you will need to figure out why it is not telling your site that the payment went through. You can also review any setup/help guides for that payment plugin to ensure you followed all of the setup steps correct (for example, if the plugin requires a webhook, or other call back mechanism).

    If you are using the PayPal Standard option that is built into WooCommerce, then you’ll want to check out the PayPal Debugging IPN Issue guide.

    Thread Starter mbschmoop

    (@mbschmoop)

    Thanks Phil, that’s a good place to start.

    Phil

    (@fullysupportedphil)

    Automattic Happiness Engineer

    You’re welcome! I’ll mark this thread as resolved for now, but please feel free to come back and comment here if you need to.

Viewing 3 replies - 1 through 3 (of 3 total)
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