Customer is sent to home page when cancelling payment

Hello @jkocken!

I noticed that my Woocommerce checkout process does not return the customer to the checkout page after a payment is cancelled, instead he is redirected to the home page.

I was able to replicate the issues with your Credit/Debit card payment option. See a screenshot here.

To have further insight into the issue, could you please share a copy of your site’s System Status? You can find it via WooCommerce > Status. Select “Get system report” and then “Copy for support”.? Once you’ve done that, paste it here in your response.

We will be waiting for your response!

Thanks for your fast reply. The problem is also with Paypal. Not only with my creditcard payment solution (PensoPay) which made me think this is a more general issue.

Here my status report (I did not update to the latest wordpress because one plugin I use is not yet compatible with wordpress 6.0. I tried but had to revert the changes.)

### WordPress Environment ###

WordPress address (URL): https://newerapub.com
Site address (URL): https://newerapub.com
WC Version: 6.5.1
REST API Version: ? 6.5.1
WC Blocks Version: ? 7.4.3
Action Scheduler Version: ? 3.4.0
Log Directory Writable: ?
WP Version: ? 5.8.4 - There is a newer version of WordPress available (6.0)
WP Multisite: –
WP Memory Limit: 5 GB
WP Debug Mode: –
WP Cron: –
Language: en_US
External object cache: –

### Server Environment ###

Server Info: Apache
PHP Version: 7.4.29
PHP Post Max Size: 5 GB
PHP Time Limit: 1000
PHP Max Input Vars: 5000
cURL Version: 7.29.0
NSS/3.53.1

SUHOSIN Installed: –
MySQL Version: 5.7.37-40-log
Max Upload Size: 5 GB
Default Timezone is UTC: ?
fsockopen/cURL: ?
SoapClient: ?
DOMDocument: ?
GZip: ?
Multibyte String: ?
Remote Post: ?
Remote Get: ?

### Database ###

WC Database Version: 6.3.1
WC Database Prefix: wp_
Total Database Size: 1503.26MB
Database Data Size: 1045.15MB
Database Index Size: 458.11MB
wp_woocommerce_sessions: Data: 1.33MB + Index: 0.02MB + Engine InnoDB
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wp_wc_order_tax_lookup: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
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wp_wc_rate_limits: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
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wp_wc_tax_rate_classes: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wc_webhooks: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_woobe_history: Data: 3.52MB + Index: 4.52MB + Engine InnoDB
wp_woobe_history_bulk: Data: 0.09MB + Index: 0.06MB + Engine InnoDB
wp_yith_wcaf_affiliates: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_yith_wcaf_clicks: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_yith_wcaf_commissions: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_yith_wcaf_commission_notes: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_yith_wcaf_payments: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_yith_wcaf_payment_commission: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_yith_wcaf_payment_notes: Data: 0.02MB + Index: 0.00MB + Engine InnoDB

### Post Type Counts ###

astra-advanced-hook: 2
attachment: 21375
cartflows_flow: 1
cartflows_step: 2
cookielawinfo: 39
custom_css: 1
customize_changeset: 3
e-landing-page: 13
elementor_font: 22
elementor_lead: 24366
elementor_library: 438
elementor_snippet: 6
envato_kits: 19
frm_form_actions: 2
frm_styles: 1
itsec-dash-card: 10
itsec-dashboard: 2
nav_menu_item: 995
oembed_cache: 291
page: 440
post: 7
product: 5159
product_variation: 48062
revision: 5110
sdm_downloads: 25
shop_coupon: 22
shop_order: 6359
shop_order_refund: 29
shop_subscription: 22
stm-zoom-webinar: 1
uo-action: 31
uo-recipe: 24
uo-trigger: 34
vterminal_payment: 201
wpdmpro: 45
wpgae_click_event: 1
yith_wc_qof_1: 2

### Security ###

Secure connection (HTTPS): ?
Hide errors from visitors: ?

### Active Plugins (38) ###

WPML Multilingual CMS: by OnTheGoSystems – 4.5.7
Advanced Custom Fields: by Delicious Brains – 5.12.2
Affiliates WooCommerce Light: by itthinx – 1.14.0
Affiliates: by itthinx – 4.13.0
iThemes Security: by iThemes – 8.1.2
PublishPress Capabilities: by PublishPress – 2.4.1
GDPR Cookie Consent: by WebToffee – 2.1.1
Download Manager: by W3 Eden
Inc. – 3.2.41

Yoast Duplicate Post: by Enrico Battocchi & Team Yoast – 4.4
Google Tag Manager for WordPress: by Thomas Geiger – 1.15.1
Easy WP SMTP: by wpecommerce
alexanderfoxc – 1.4.7

Elementor Pro: by Elementor.com – 3.7.1
Elementor: by Elementor.com – 3.6.5
Folders: by Premio – 2.7.5
Health Check & Troubleshooting: by The www.ads-software.com community – 1.4.5
Sendy Elements: by Jose Sotelo – 2.0.0
Lenix Elementor Leads addon: by Lenix – 1.8.2
Loco Translate: by Tim Whitlock – 2.6.2
Members: by MemberPress – 3.2.1
PDF viewer for Elementor: by RedLettuce Plugins – 2.9.3
Really Simple SSL: by Really Simple Plugins – 5.3.2
Rank Math SEO: by Rank Math – 1.0.89.1
Show Variations For Woocommerce: by FLINIMI – 1.6
Tawk.to Live Chat: by Tawkto – 0.7.2
Trustpilot-reviews: by Trustpilot – 2.5.901
User Menus: by Code Atlantic – 1.2.9
User Switching: by John Blackbourn & contributors – 1.5.8
WooCommerce PensoPay: by PensoPay – 6.2.2
BEAR – Bulk Editor and Products Manager Professional for WooCommerce: by realmag777 – 2.1.1
WooCommerce Multilingual & Multicurrency: by OnTheGoSystems – 5.0.0
WooCommerce Name Your Price: by Kathy Darling – 3.3.9
WooCommerce Shortcodes: by WooThemes
Claudio Sanches – 1.0.0

WooCommerce Subscriptions: by WooCommerce – 4.3.0
WooCommerce: by Automattic – 6.5.1
Asset CleanUp: Page Speed Booster: by Gabe Livan – 1.3.8.5
WP Fastest Cache: by Emre Vona – 1.0.1
WPML Media: by OnTheGoSystems – 2.7.0
WPML String Translation: by OnTheGoSystems – 3.2.1

### Inactive Plugins (3) ###

Astra Pro: by Brainstorm Force – 3.4.2
W3 Total Cache: by BoldGrid – 2.2.1
YITH Infinite Scrolling: by YITH – 1.7.0

### Must Use Plugins (1) ###

Health Check Troubleshooting Mode: by  – 1.7.2

### Settings ###

API Enabled: –
Force SSL: –
Currency: DKK (DKK)
Currency Position: right_space
Thousand Separator: .
Decimal Separator: ,
Number of Decimals: 2
Taxonomies: Product Types: external (external)
grouped (grouped)
simple (simple)
subscription (subscription)
variable (variable)
variable subscription (variable-subscription)

Taxonomies: Product Visibility: exclude-from-catalog (exclude-from-catalog)
exclude-from-search (exclude-from-search)
featured (featured)
outofstock (outofstock)
rated-1 (rated-1)
rated-2 (rated-2)
rated-3 (rated-3)
rated-4 (rated-4)
rated-5 (rated-5)

Connected to WooCommerce.com: ?
Enforce Approved Product Download Directories: –

### WC Pages ###

Shop base: #167410 - /shop/
Cart: ? Page not set
Checkout: #168 - /checkout/
My account: #169 - /my-account/
Terms and conditions: #1957 - /footer/terms-conditions/

### Theme ###

Name: ErhvervsHjemmesider Child
Version: 1.0
Author URL: https://erhvervshjemmesider.dk/
Child Theme: ?
Parent Theme Name: Astra
Parent Theme Version: 3.8.1
Parent Theme Author URL: https://wpastra.com/about/?utm_source=theme_preview&utm_medium=author_link&utm_campaign=astra_theme
WooCommerce Support: ?

### Templates ###

Overrides: erhvervshjemmesider-child/woocommerce/cart/cart-empty.php
erhvervshjemmesider-child/woocommerce/cart/cart-item-data.php
erhvervshjemmesider-child/woocommerce/cart/cart-shipping.php
erhvervshjemmesider-child/woocommerce/cart/cart-totals.php
erhvervshjemmesider-child/woocommerce/cart/cart.php
erhvervshjemmesider-child/woocommerce/cart/cross-sells.php
erhvervshjemmesider-child/woocommerce/cart/proceed-to-checkout-button.php
erhvervshjemmesider-child/woocommerce/cart/shipping-calculator.php
erhvervshjemmesider-child/woocommerce/checkout/cart-errors.php
erhvervshjemmesider-child/woocommerce/checkout/form-billing.php
erhvervshjemmesider-child/woocommerce/checkout/form-checkout.php
erhvervshjemmesider-child/woocommerce/checkout/form-coupon.php
erhvervshjemmesider-child/woocommerce/checkout/form-login.php
erhvervshjemmesider-child/woocommerce/checkout/form-shipping.php
erhvervshjemmesider-child/woocommerce/checkout/order-receipt.php
erhvervshjemmesider-child/woocommerce/checkout/payment-method.php
erhvervshjemmesider-child/woocommerce/checkout/payment.php
erhvervshjemmesider-child/woocommerce/checkout/review-order.php
erhvervshjemmesider-child/woocommerce/checkout/terms.php
erhvervshjemmesider-child/woocommerce/checkout/thankyou.php
erhvervshjemmesider-child/woocommerce/emails/admin-new-order.php
erhvervshjemmesider-child/woocommerce/emails/email-addresses.php
erhvervshjemmesider-child/woocommerce/emails/email-order-details.php
erhvervshjemmesider-child/woocommerce/myaccount/dashboard.php
erhvervshjemmesider-child/woocommerce/myaccount/form-login.php

### Subscriptions ###

WCS_DEBUG: ? No
Subscriptions Mode: ? Live
Subscriptions Live URL: https://newerapub.com
Subscriptions Template Theme Overrides: erhvervshjemmesider-child/woocommerce/emails/email-order-details.php
Subscription Statuses: wc-pending: 8
wc-cancelled: 14

WooCommerce Account Connected: ? Yes
Active Product Key: ? Yes
Custom Retry Rules: ? No
Custom Retry Rule Class: ? No
Custom Raw Retry Rule: ? No
Custom Retry Rule: ? No
Retries Migration Status: ? Completed
Report Cache Enabled: ? Yes
Cache Update Failures: ? 0 failure

### Store Setup ###

Country / State: Denmark

### Subscriptions by Payment Gateway ###

PensoPay: wc-cancelled: 14
wc-pending: 8

### Payment Gateway Support ###

PensoPay: subscriptions
products
subscription_cancellation
subscription_reactivation
subscription_suspension
subscription_amount_changes
subscription_date_changes
subscription_payment_method_change_admin
subscription_payment_method_change_customer
refunds
multiple_subscriptions
pre-orders

PayPal Standard: subscriptions
gateway_scheduled_payments
subscription_payment_method_change_customer
subscription_cancellation
subscription_suspension
subscription_reactivation
products
refunds

PayPal Reference Transactions Enabled: ? No
Direct bank transfer: products
PensoPay - MobilePay: products
refunds

### Action Scheduler ###

Complete: 1,526
Oldest: 2022-04-26 16:11:44 +0200
Newest: 2022-05-27 15:42:13 +0200

Pending: 2
Oldest: 2022-05-31 19:01:24 +0200
Newest: 2022-05-31 19:01:24 +0200

### Name Your Price ###

Version: 
Template overrides: –

### Status report information ###

Generated at: 2022-05-27 15:43:23 +02:00

Hi @jkocken ,

Thank you for providing your System status.

I have gone through your checkout process, and am able to replicate the issue at hand: https://snipboard.io/LTmx9D.jpg

I was, however, unable to replicate this issue on my test site, using Storefront theme, and Paypal, as it directs me back to the checkout page once canceling the payment.

As a first step, please could you flush your permalinks by navigating to Dashboard > Settings > Permalinks and resave your existing settings.

Additionally, please could you have a look at your Checkout Endpoints by navigating to WooCommerce > Settings > Advanced and compare it to the screenshot below:

https://snipboard.io/hoZbI2.jpg

Please let me know the outcome!

Hello @jkocken!

WC Database Version: 6.3.1

If the issue remains after following @roxannestoltz suggestions then please make sure to update your WooCommerce database.
It is recommended to have the same version as WooCommerce.

You can update the database from the “WooCommerce → Status → Tools → Update database” area.

Hope it helps.

Thanks for your reply and instructions. @shaonback2 I flushed the permalinks, Deleted the cache and minified files (just in case) and checked that the endpoints are exactly as in your screenshots. This was fine.
I tried the abort payment again but it continues to send me back to the homepage.

@shaonback2 I updated my Woocommerce database (now version 6.5.1 per the status report) and again cleared cache and tried once more. Still the same error occurs.

And just for good measure I disabled all plugins again except woocommerce, turned to a default theme and the error is still persisting….

Any other suggestions of what could be the problem?

Hi @jkocken ,

Thanks for the update!

Please try the following php and see if this works for you!

add_action('woocommerce_cancelled_order','lenura_redirect_to_home');
 function lenura_redirect_to_home() {
    wp_redirect(home_url()); // REDIRECT PATH
 }

You need to add the code to your child theme’s functions.php file or via a plugin that allows custom functions to be added, such as the Code snippets plugin. Please don’t add custom code directly to your parent theme’s functions.php file as this will be wiped entirely when you update the theme.

Let me know how this goes!

Thanks for the code snippet! I added the snippet to the functions.php of my child theme. But the snippet directs to the home_url. I need it to go to checkout page. (it DOES work but doesnt arrive to the right page).

I tried replacing (home_url()) with (checkout_url()) but that didn’t work… Sorry my coding skills are not that good. How to send them back to checkout?

Hi @jkocken

Try replacing the wp_redirect with the following:

wp_redirect( home_url( '/checkout/' ) );

YES! This works. Thank you so much!

Just one question, the original return link contains a lot of parameters, these are lost with the code snippet you gave me. I am not sure if they are important… the original URL is something like:

https://example.com/?cancel_order=true&order=wc_order_oEYInB5bC3mCo&order_id=225487&redirect&_wpnonce=99cfb8ef9f

I don’t know if it matters…

Hi @jkocken ,

You are very welcome ?? Glad to hear it works!

To answer your question, no, this makes no difference, that would be expected behavior.

Best,

Perfect! Thanks for your assistance.

Hi @jkocken ,

Glad the issue is sorted!

Please would you mark this topic as resolved in the sidebar if you feel this issue has been resolved adequately?

Thanks!