rupertli

That did it – thank you! I don’t know how I missed that – those fields were wiped blank. Thank you for such a fast response!

oh and I checked SendGrid…the emails show as “Delivered” but with a code of 250 and “Queued” noted. Here’s what SEndGrid says about this. Who’s actually holding the message…SendGrid?

Email Error Messages

250

The best mail server response code you can get. When you see this, everything has gone according to plan! This response is what results in a ‘Delivered’ event within your SendGrid stats, and indicates that the recipient server has accepted the message.
Examples:

250 2.0.0 OK 1376056636 i3si9508927obz.16 – gsmtp
250 ok dirdel
250 \<[email protected]> Queued mail for delivery

What to do with this response**: Nothing, all is well with the cosmos. If you want, you could always print it out and frame it. Do keep in mind that messages that contain things like “Queued mail for delivery” is still indicative of a successful handoff to the recipient server, but there may still be internal queueing on the far end.

https://sendgrid.com/docs/Glossary/email_error_messages.html

No, I’m the only one that uses the backend and I wasn’t working. Nothing changed. where do i find the log? How do I tell WP what port to use?

Correct, not all orders. I’m adding a couple to the ticket #883358

The example you included in the ticket is NOT one that was missing address information in Paypal.

Yes, I’ll include the file in ticket #883358

Of the 4 from yesterday and 14 today (18 total), all of them paid with credit card. We use DoDirect for credit card payments.

All 18 of them used WooCommerce Checkout page using Paypal Payments Pro.

Besides those details I don’t see a common denominator in the order details or use/non-use of coupons if that helps.

This is our site so you can see the checkout flow if that helps – https://bit.ly/294yyuD

Let me know if I can provide any other details.
lisa

I just created a ticket – thank you!!

I have logging enabled.
Remind me how I get it to you?

Sure. The customer was trying to purchase 2 Bunion Booties (she was trying to purchase 2 Medium Right Bunion Booties but I was able to replicate with 2 X-Small Right Bunion Booties also. You can find them here – https://bunionbootie.com/product/buy-bunion-bootie/

The coupon code that I used originally I had to change so that it would work (changed it to 16%) because an email campaign went out and is active until Thursday of next week. But another one I created using the same criteria is also doing it. Try testing with promo code fireworksvip. Same discount structure as the one my customers were having trouble with – 15% off and free shipping.

Thank you!

Here’s a new order that followed the same pattern; they tried to purchase 2 items and use our 5% off promo code. Order #6508. Let me know what else you need from me to investigate further.

Thanks!
Lisa

I do have logging enabled. I sent a ticket yesterday with my admin access but I can send another if you need it again.

Actually the transaction was for $0.04. I am using Paypal Payments Pro (DoDirect). My payment action is set to “SALE”, not Authorize.

I have a Paypal and Paypal Manager account.

Thanks for your help.
Lisa

I’m sorry…when I login to American Express it shows a pending amount for $1.04 from LISA…which is my name. I’ve never seen that at Amex before though.
Thanks.

I resolve the refund issue….still concerned about the pre-auth issue.