Order status is not updated from HOLD

Hello @rudolfl

Thanks for reaching out to us, we’re here to help.

Foremost, it would be helpful if you could share your current System Status Report. You can get it by navigating to the?WooCommerce / Status?section of your site. Once there, click on the?Get system report?button and then copy it by clicking on the?Copy for support?button.

Please provide those log entries on our PrivateBin. After uploading, paste here the link, so we can review them in detail.

The PayPal Payments plugin sets orders to “On hold” status in two situations:

1. When using the Authorize intent, where payments are authorized but need to be manually captured by the merchant later. This is useful, for example, if the total amount might change between checkout and order finalization.
2. When PayPal puts a temporary hold on the funds for review. This is managed through a webhook, and when PayPal releases the funds, another webhook updates the order status to Processing (or Completed if the product is virtual and downloadable).

In this case, it seems the second scenario is occurring, and there might be an issue with the webhooks. When?the?WooCommerce?order status does not change after specific actions like a successful?payment or when a refund was performed from the?PayPal dashboard, there may be an issue with the webhooks since these are used to communicate status updates between?PayPal and your site. To ensure your site is?subscribed to the latest webhooks, please navigate to the?Connection?tab in the?PayPal Payments?plugin settings, enable the?Logging?checkbox, and then scroll down further to the?Webhooks Status?section.?

First,?click on?Resubscribe,?and after the page is reloaded, click?Simulate?to verify that the webhooks are being received.

It may take a few seconds until a confirmation message appears. If an error popup is displayed after trying to simulate, then we would be interested in a copy of your latest plugin log file, which you can access from here:
WooCommerce > Status > Logs > select “woocommerce-paypal-payments-[…]”?in the dropdown and click on?View.

Please select the latest log file with the current date in the name.

Let us know how the webhook simulation turns out for you.

Kind regards,
Krystian

Hi Krystian

Thank you for replying

Report is here: https://privatebin.syde.com/?11099b297ce2c884#2cmU4dLdU7gR42qj6tgpcMURQRPEi5kjhhVEfm9zsoat

I think you are right — I do believe web hook was never called to notify of successful payment completion.

I did as requested — when simulating webhooks, an error message appeared saying something along the lines “webhook failed — your site can not be reached from the internet”. Before I copied the error, it changed to a success message. I looked in the logs — no errors.

Fingers crossed, re-subscibing the webhooks fixed the problem. Will have to wait for the next order PayPal decides to put on hold for review.

Rudolf