iDeal payments not received

Hello @dabesa

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

If PayPal captured the payment but WooCommerce didn’t create an order, it could be because the customer didn’t return to the checkout page after making the payment. To address this, I recommend enabling the Webhook order creation filter. This setting allows PayPal order approved webhooks to automatically create WooCommerce orders, which is particularly helpful for Alternative Payment Methods (APM) like iDEAL when the customer might not return to the checkout page. You can enable this filter by following the instructions here: https://github.com/woocommerce/woocommerce-paypal-payments/wiki/Actions-and-Filters#webhook-order-creation.

There have been reports of issues when payments are made through mobile banking apps, although these cases are not consistently replicable in our PayPal sandbox environment. It might be useful to ask your customer how they completed the payment, whether through a mobile banking app or a web browser.

Please note, if an APM payment is not captured within three hours, PayPal typically issues an automatic refund. The refund should appear in the buyer’s account within a few days, as SEPA transactions generally take about a day to process.

If you have further questions or need additional support, please don’t hesitate to contact us. We are here to help ensure your payment processing runs smoothly.

Kind Regards,

Krystian

Hi @inpsydekrystian ,

What’s the reason to have this feature NOT enabled by default?

You prefer to have the plugin users:

1. activating the APM
2. receiving complains from customers that paid an order and never received the confirmation email (or worse, as they may not even notice that the order was not confirmed)
3. dealing with customers waiting for the money to be returned in a few days
4. opening a support ticket to find out there’s a solution via code

Is not hard to imagine that this is very frustrating experience for any shop owner.

Thanks

Hello @dabesa

The webhook order creation feature was initially enabled by default, but after users reported some edge cases like multiple orders being created in WooCommerce, we received negative reviews rather than requests for support. Following this, we made several adjustments to the feature over time. However, due to the complications it introduced for users who previously had no issues with APMs, we decided to disable it by default in subsequent updates.

Currently, our support team provides the filter to anyone experiencing issues with APM order creation, and we actively seek their feedback. Unfortunately, the response to this solution has been underwhelming. Without positive feedback confirming its effectiveness, we lack a compelling reason to enable it by default again.

This feature requires live testing for full verification, which we cannot perform with our PayPal Sandbox environment. Therefore, we rely heavily on user feedback, which has been sparse.

If you apply the filter and can confirm that APM payments work correctly thereafter, especially from mobile devices, it would strengthen the case for us to re-enable this feature by default.

I hope this clears up some of the confusion.

Kind regards,
Krystian

@inpsydekrystian Thank you for the explanation.

I understand, I hope you understand my frustration too.

I’ll test the feature in a very controlled environment and revert back

Hello @dabesa

Since we have not received any further communication from you, we are assuming that your issue has been resolved.

Therefore, we mark this thread as resolved. If you still have any questions or if a new problem arises, don’t hesitate to open a new thread.

Kind regards,
Krystian