Cancelled > Processing – no confirmation – Bug?

Hi there,

I understand that your customers were able to re-submit an order after it was cancelled due the timeout but they didn’t receive a confirmation email.

With WooCommerce out of the box, once the order status is changed from “Pending payment” to “Cancelled”, it is no longer possible to pay for the order.

Perhaps you have some customisation or a plugin that allows your customers to re-submit a cancelled order?

I’d appreciate if you could provide the exact steps that need to be taken in order to replicate this scenario, along with the details of your setup. Thank you!

Hi,
Thanks for the response.
Woocommerce order processing has not been customised.
The only way I know what happened is by examining the order notes (link attached originally).
What I did notice was the timestamp for cancelled and then processing is the same??
It doesn’t make any sense to me!
Paul

Hi Paul,

I see the timestamp and that indeed looks weird.

It seems like an issue with WordPay payment gateway you’re using.

If it’s WordPay payment gateway plugin by Andrew Benbow ( https://woocommerce.com/products/worldpay/ ) – please contact the support of this plugin from your WooCommerce.com account:

https://woocommerce.com/my-account/create-a-ticket/

Please select WordPay from the dropdown.

If it’s a different plugin that you’re using – you may want to reach out to the developer of that plugin.

Yes it is Andrew Benbow’s plugin.
I will reference this ticket on a support request.
Thanks,
Paul

Hi Paul,

Sounds good!

You may want to provide your System Status Report along with the WordPay error logs (if found in WooCommerce >> Status >> Logs) when creating a support ticket.

Since the further communication will go through different support channel – I will be closing this thread now.

Have a wonderful day ahead!