Users do not receive mails of their orders through the OXXO payment method.

Hello @johan450

When an order is created using the OXXO payment method, its initial status is set to “Pending payment.” After this, the system awaits a webhook from PayPal, which is supposed to update the order status to “On hold” once it’s received. This process is crucial because it indicates that the payment process is underway but not yet completed.

Following the in-person payment by the buyer, PayPal is expected to send another webhook to confirm the payment, at which point the order status should update to either “Processing” or “Completed.” This step is essential for triggering the email notification to the buyer, confirming their order.

If the order remains in the “Pending payment” status and doesn’t progress to “On hold,” it indicates that the expected webhook from PayPal has not been received or processed correctly. Consequently, WooCommerce does not send out the order confirmation email to the buyer. Furthermore, if the order status does not update within a specified timeframe, WooCommerce may automatically cancel the order based on the “Hold stock (minutes)” setting found under WooCommerce > Settings > Products > Inventory. This automatic cancellation could be why orders are getting canceled without sending a cancellation notification.

I recommend enabling logging within the WooCommerce settings to capture any errors or missed webhook events. This can help in diagnosing the root cause of the problem. Additionally, it might be beneficial to resubscribe to PayPal webhooks to ensure that the connection is active and correctly configured to send the necessary updates to your store.
https://woo.com/document/woocommerce-paypal-payments/#webhook-status

If after these steps the issue persists, it would be helpful to provide a system report for further investigation. This report can give insight into any configuration issues or errors that might be affecting the webhook communication between PayPal and your WooCommerce store.

I hope this information helps you in troubleshooting the problem. Please feel free to reach out if you need further assistance or have any more questions.

Regards,
Femi.

Hi,

Thank you for your attention. I’d like to inform you of the following:

I performed a simulation of the Webhook, and it shows that the system receives the simulated Webhook. Is that in order? Additionally, I resubscribed the Webhooks, and apparently, there’s been no change.

Something else I would like to mention is that orders made via bank transfer do work; they reach the user’s email and are updated normally in the system. For example, if I place an order using that method, its status changes from “Pending Payment” to “On Hold.” However, OXXO orders don’t, and it rarely happens. Is the bank transfer method not included in the plugin? Does it work independently of the plugin, hence the difference in functionality between them?

Regarding your recommendation to check the log within the configuration, I enabled the checkbox to view the log. I’m providing the following link where the content of the log is displayed; I’m including the entire log content. I hope it’s legible:

https://hastebin.com/share/uzamakemum.csharp

What should I do next?

Thank you, I await your response.