Paypal checkout returns you to checkout page

  • Resolved tinshapes

    (@tinshapes)


    3 years, 2 months ago

    Hello, since updating the plugin there is an issue with people not completing their PP order because the process opens a pop-up window on the checkout page, then returns the user to the checkout page after they have paid via PP.

    People are not clicking the “place order” button so my PP orders show up in WooCommerce as being “cancelled” due to inactivity presumably because people are navigating away from the page. The money comes out of their PP account, but they are not being notified from the shop since Woo is not recognising the order has been placed.

    Please advise how to resolve this issue.

Viewing 5 replies - 1 through 5 (of 5 total)
  • Plugin Support Syde Niklas

    (@niklasinpsyde)

    Hi @tinshapes,

    When clicking the express button on the single product page or the cart, then the user does not complete the payment in the PayPal popup window.
    Instead, the user selects their address details which are transmitted to the native WooCommerce checkout fields.
    The user then has the chance to review the order/billing details and accept your terms from your own checkout page before actually placing the order with the “Place order” button.
    But the order is not paid for in the PayPal popup window.
    The payment is only completed in the popup window when initiated through the regular checkout page and not the express checkout.

    The previous PayPal Checkout plugin was working the same way with the difference that the user could not edit their billing/shipping details when being redirected to the checkout page from PayPal.

    Kind regards,
    Niklas

    Thread Starter tinshapes

    (@tinshapes)

    Hi Niklas,

    My question was not related to the single-product or cart page. It was related to the actual checkout page.

    When someone completes the billing/shipping info (and clicks the acceptance tickbox) on the checkout page, the pop-up opens. This prompts the user to re-enter some of their details then they click the pay button on the pop-up. Once the pop-up closes – it returns them to the checkout page again. The order does not complete in WooCommerce unless the customer is savvy enough to click the “place order” button after that.

    This issue is coming up because orders in WooCommerce are showing as “failed” due to inactivity – but these same orders have already received payment in the Paypal dashboard so they are paying. So WooCommerce is saying that the orders should be ignored when they definitely should not be.

    Please advise

    Thread Starter tinshapes

    (@tinshapes)

    Hello Niklas, can you please advise regarding the above?

    Plugin Support Syde Niklas

    (@niklasinpsyde)

    Hi @tinshapes,

    Apologies for the delayed feedback.
    Does the behavior persist when you disable all other plugins except for WooCommerce and PayPal Payments? I have seen something similar on a site where a multi-currency plugin was not configured properly, but I think we’d need to take a look at this directly.
    Could you please send us a copy of your WooCommerce system report as described here?: https://paypal.inpsyde.com/docs/request-support/
    Please also include a link to this thread.
    Thanks!

    Kind regards,
    Niklas

    Thread Starter tinshapes

    (@tinshapes)

    Hi Niklas,

    Thank you for the response, we have generated the report and a member of our team is just reviewing it before we send it off to you.

    I tried to do a test on a development server but the sandbox credentials may not have been up-to-date and we are working with the client to confirm these. I can say that a multi-currency tool is in place on the site.

Viewing 5 replies - 1 through 5 (of 5 total)
  • The topic ‘Paypal checkout returns you to checkout page’ is closed to new replies.