Error “Could not retrieve order”. Customer unable to place purchase Help!.

Hello @rachelsep

Thank you for reaching out to us, we are here to help.
The error your customer has encountered is a problem that we have seen often, and most of the time is caused by the WooCommerce button not being replaced by the PayPal button when the PayPal payment method is selected.
This issue can be caused by the browser that the customer is using. We have been implementing many upgrades for this situation ever since release 1.9.2, but it seems there are still situations where this is not done correctly.
We are still investigating this and hope to get this fixed completely soon, but it is a very complex problem.

You could ask the customer to try creating the order on a difference system/browser and see if that would be successful. It would be useful for us to hear what the customer was using when the order failed before (if you happen to get this information).

I will link this thread to the bug we have opened for this issue, so that it will be update once we have any new fix added to a release.

Let me know if you have any more questions.

Kind regards,
Joost

Since we haven’t heard back from you, I’m going to mark it as resolved.
In case you’re still having problems, feel free to let us know!