‘We Were Unable To Process Your Order, Please Try Again’ Issue I can’t replicate

  • Resolved roperjonathan

    (@roperjonathan)


    6 years, 6 months ago

    Hi everyone,

    I’m having a strange issue where certain people are unable to make orders in my shop when people are trying to go from the checkout page to then make their payment. I have put a link to a screenshot of the message that comes up on the checkout page when they try and submit the checkout page.

    https://imgur.com/a/SgzhFC6

    However, what seems strange is that I can’t seem to replicate the issue at all. So far I have tried replicating the order, making the same order on different browsers and also making the same order on the user’s account who was having issues in the first place but each time I have been able to make the order successfully.

    If there isn’t an obvious solution for me to try, is there a way I can log it so that if the error happens again, I can have more of an idea what is going on? Is there also anything on a device level that can affect whether a WooCommerce order will go through or not?

    • This topic was modified 6 years, 6 months ago by roperjonathan. Reason: Additional information

    The page I need help with: [log in to see the link]

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

    (@johndcoy)

    Automattic Happiness Engineer

    Hi @roperjonathan

    You’ll likely need more information from the users as to what process they are taking to get this message. It’s likely related to the payment gateway or payment method they are using to complete the check out process.

    That said, if debug or logs are enabled for the payment gateway, they will be logged under WooCommerce > Status > Logs. Debug logs will give you specifics as to why the payment failed, like, card declined messages. I hope this helps point you in the right direction.

    When testing my own checkout I’m getting this message before I even get a chance to put payment details in. I click “Proceed to Checkout”, enter contact details as requested (no payment details requested at this stage) and it says “We are unable to process your order, please try again”. I’ve tried ordering different products, free products, different web browsers and am getting this message every time. Is anyone able to help, please?

    Thank you.

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