Order is approved even though Square payment has not been made.

Hi there @rqcmt ??

Order is approved even though Square payment has not been made.

Thanks for reaching out. Happy to help you with this!

I am reading the message in the thread here:

WooCommerce shows the relevant order as having a pending status, and the user’s account page shows three actions: pay, view, and cancel.

And, from what I gather, the order’s status is “pending”; allowing for the customer to pay, view, or cancel it.

There is no payment history on the Square side admin screen.

Payment history records should be made available for payments made and, as far as I understand, no payment was made for that order yet.

Just to clarify, how are the plugin’s settings set up for capturing charges? Linked here is the related documentation section.

Kindly elaborate further, providing further details on the issue, please.

I hope that helps, otherwise let us know!

• This reply was modified 2 years, 2 months ago by anastas10s. Reason: requesting further clarification

Hi,@anastas10s
Sorry for the late reply.
We use Square for our card payments and have been operating this system for about 3 years already.
We have received thousands of orders with card payments and have never had a problem.
Normally, if there is an error in the card information, for example, the order itself will not be completed.
In other words, if you choose to pay by card, the order will not be recorded as an order in the database on the Woocommerce side unless the payment is completed on the Square side.
As I mentioned earlier, in this case, the order has been established with the card payment selected but not yet settled on the Square side.
What information do I need to provide?

Hi @rqcmt

in this case, the order has been established with the card payment selected but not yet settled on the Square side.
What information do I need to provide?

Can you please provide us with a clear screenshot of the Order Notes for us to check this further?

If you don’t already have a screenshot service installed, you can try https://snipboard.io or https://skitch.com/. You can share the direct link to the image as a response to this topic.

Additionally, I’d like to understand your site properly, please share your System Status Report that you can find via WooCommerce > Status. Select Get system report and then Copy for support. Once you’ve done that, you can paste it into your reply here.

Thanks!

Hi, @xue28

Here is a screenshot of Order Notes.
I would like to add a few more details since I am in a Japanese environment.
The red box is “Paid on”, but the payment is not settled by Square.
And the status shows “Pending payment”.
The System Status Report is here.
Thanks.

https://snipboard.io/So6Hl8.jpg

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Hello,

Sorry to ear about that. This is certainly odd.

It looks this is related to Square, for better assistance please create a support thread in the Square forum here, https://www.ads-software.com/support/plugin/woocommerce-square/#new-topic-0.

When creating the new thread please include a link to this forum, also, please share a copy of any fatal error log found under WooCommerce > System Status > Logs (if available).

I am requesting that because this forum is related to WooCommerce Core, we’ll be glad to help.

Best.

@ihereira

There is a Square subsidiary in Japan where I am located, so I contacted them first.
However, Square support told me that if there is no payment record in the Square admin page, it is a problem on the Woocommerce side that the order was completed in that state.
Therefore, I think you should contact Woocommerce.

For example, I expected them to investigate whether there was an error on Square’s servers when I placed the order, but that was not accepted.

I looked at the system status log and found no errors.
Once again, I have created a topic in the Square forum.

Thank.

https://www.ads-software.com/support/topic/orders-are-approved-even-though-payment-has-not-been-made-in-square-woocommerc/

Hi @rqcmt

Thanks for creating a new thread here: https://www.ads-software.com/support/topic/orders-are-approved-even-though-payment-has-not-been-made-in-square-woocommerc/#post-16294888

I will be marking this thread as resolved.

Thanks!