Could not retrieve order. Checkout Error

Hey @niklasinpsyde

Looks like the patch works

I added https://github.com/woocommerce/woocommerce-paypal-payments/releases/tag/1.9.1-test1 to the site and everything is working

The site is hosted on Siteground with the SG Optimizer plugin enabled

Hello

the official release for 1.9.3 is available, so please update the plugin and see if it resolved the problem. If you are still encountering issue, please open a new thread and we can take another look into your specific situation.

If you want to share details that you don’t want to share on a public forum, you can also open a ticket with our service desk. You can find the instruction for this here: https://paypal.inpsyde.com/docs/request-support/

Kind regards,
Joost

Hello.
We have version 1.9.3, latest WP. No Siteground Optimizer plugin.
Also getting this error occasionaly. Customers sees “Could not retrieve order”.

Error in backend “Could not retrieve order. OrderEndpoint.php:459 Order status changed from Pending payment to Failed.”

We have the buttons: https://tinyurl.com/2elfxlzl

What can be done? Thanks

Hello @davemspan

yes, we are aware of another issue that seems to have been occurring after our 1.9.2 release and is causing the same error (“Could not retrieve order”). We believe this is occurring when customers are using certain (usually older) web browsers that cause our smart button to not display and the customers using the standard WooCommerce button (“Place Order”). This is causing this error and can be avoided when customers us an up-to-date browser. However, we have heard that this also occurs with the standard browser that is included in the iPhone8, so we are not sure how far this issue is affecting customers.

We are currently testing this and have already one beta version available for testing, but we only just started trying this out today. If you would like to get this beta package, you can reach out to us directly via these instructions.

Another option is to revert back to version 1.9.1, but this solution is also not a fully proven fix.

I hope this helps you further and that we can get this resolved completely for our next release. Let me know if you have any more questions. However, it might be better to open a new thread for this, since this thread was opened for the SiteGround issue, which was resolved in the 1.9.3 release.

Kind regards,
Joost

I’ve started a new thread here: https://www.ads-software.com/support/topic/could-not-retrieve-order-version-1-9-3/

Hi Joost. The customer is using Google Chrome.
We have rolled back to 1.9.1 until further notice.
Thank-you.

Update: the customer is using Windows PC, google chrome.

I had the same problem, but I realized that it was only when I used the Woobuilder tool of the Astra theme to modify the checkout page, since I had 2 widgets for the payment button, one for pc and another for mobile, this caused the problem since the button of the mobile widget was changed to pay with PayPal, but not the one for the PC version.

To stop having the problem, I redesigned the checkout page to use a single payment widget for both versions and I no longer had the error.

Hello,

our last release (1.9.4) should have improved the browser compatibility significantly, and we believe it solves this issue for many instances. Please make sure you have updated to this last release and monitor if you are still encountering this issue.

Kind regards,
Joost

Hi.
Looks like the problem still exists in combination with the Astra modern layout. Switched it to default and the checkout worked like charm.
WooCommerce-Version:7.2.2
WordPress-Version:6.1.1
WooCommerce PayPal Payments?– 2.0.1

Any idea to fix this? Are the Astra guys aware of the problem?
Regards
WJ

Hi. I have the same problem. I see “Could not retrieve order.” and I don’t see button paypal on product’s page. This is problem for my new website. I launched it maybe two weeks ago. On other, old website everything is ok. I have everything up to date. I tried change skin, change paypal account, change plugin and it is faild. Please help.

I am having this issue appearing in the past few days.

Please advise.

• This reply was modified 1 year, 9 months ago by dimitrisv.

I am having this exact same issue, I only take Paypal so it means my website is useless until this issue is fixed. I don’t have the modern cart layout. Am using Astra latest version and PHP 8. It is all a new installation.

Please help me get this fixed it is urgent.

• This reply was modified 1 year, 9 months ago by jane2023aurora.
• This reply was modified 1 year, 9 months ago by jane2023aurora.

@joostvandevijver The issues seems to be deeper. Somehow the Webhook simulation provides the following outcome:

Looks like the webhook cannot be received. Check that your website is accessible from the internet.

In the log part I have this entry:

2023-02-01T14:10:14+00:00 DEBUG POST https://api.paypal.com/v1/notifications/simulate-event
Request Body: {“webhook_id”:”10G92011TK228612R”,”event_type”:”CHECKOUT.ORDER.APPROVED”,”resource_version”:”2.0″}
Response Debug ID: d4bae26f83270
Response: Array
(
[code] => 202
[message] => Accepted
)

Any ideas?

Thank you!

• This reply was modified 1 year, 9 months ago by dimitrisv.

Hello everyone,

Please do not reply to these older/resolved threads. We usually don’t reply to these. If you want your case investigated, please open a new thread or even better: open a private thread with us, so we can review your system report, website and possibly the logs that are related to the issue. You can find the instruction for opening a private support ticket here: https://paypal.inpsyde.com/docs/request-support/

Most of these cases are not related to each other, so we can (and should not handle them as such).

Kind regards,
Joost