Customer receives Error despite successful payment

  • Resolved masdemas

    (@masdemas)


    4 months ago

    Hi everyone,

    I’m facing an issue with the WooCommerce PayPal Payments plugin in my shop. Here’s a summary of the problem:

    • When a customer places an order, they can initiate the process normally and log into their PayPal account without any issues.
    • The payments are successfully received in our PayPal account and also shown in the backend of our shop.
    • However, the customer gets an error message saying something went wrong after the payment is completed. (Error message on cart page: An error occurred while processing your order. Please check if there were any fees associated with your payment method and review your order history before placing the order again.)
    • As shop owners, we do not receive any notification of a new order.
    • The customer only receives a confirmation from PayPal, despite the error message shown in the shop.
    • It seems that PayPal is not sending a successful order signal back to the shop.

    Here are the details of our setup:

    • WooCommerce Version: 9.0.0
    • WooCommerce PayPal Payments Version: 2.8.0
    • WordPress Version: 6.5.4

    Has anyone experienced a similar issue or can suggest where the error might be?

    Thank you in advance!

    The page I need help with: [log in to see the link]

Viewing 6 replies - 1 through 6 (of 6 total)
  • Plugin Support Krystian from Syde

    (@inpsydekrystian)

    Hello @masdemas

    We have investigated similar cases and found that this issue sometimes occurs with other payment gateways as well. For reference, you might find this discussion helpful: forum thread.

    To further diagnose the issue, we suggest installing a dummy payment gateway on the staging site which can mimic the transaction process without actual money transfers. This can help determine if the problem lies within our plugin or elsewhere in your setup. You can find the dummy gateway here; it’s easy to install and will appear on your checkout page for testing.

    If you can replicate the issue with the dummy gateway, the problem is likely broader and not specific to our PayPal Payments plugin.

    Please try this and let us know the results. We’re here to assist further if needed.

    Kind Regards,

    Krystian

    Thread Starter masdemas

    (@masdemas)

    Hi @inpsydekrystian

    Thank you for your response. We installed the Dummy Gateway plugin on our staging site. Everything works perfectly with it (all emails are sent, and there are no error messages). This suggests that the issue lies with the PayPal plugin in our setup.

    What steps should we take next to resolve this issue with the PayPal Payments plugin?

    Kind regards

    Plugin Support Krystian from Syde

    (@inpsydekrystian)

    Hello @masdemas

    As the issue persists after performing these steps, we suggest you contact us directly for further assistance. We may need to examine your system report or logs to better understand what’s happening.

    You can open a ticket with our service desk. Here’s how you can request support:?Request Support. Please make sure to include the URL of this thread in your ticket for reference.

    Looking forward to your message.

    Kind regards,
    Krystian

    Thread Starter masdemas

    (@masdemas)

    Hi @inpsydekrystian , we have found the solution to our issue. It appears that the PayPal plugin does not work correctly with the current version of the Kadence Theme. After installing an older version of the theme (Version: 1.2.4), everything works smoothly with the checkout process.

    Greetings and thanks a lot.

    Matthias

    Plugin Support Krystian from Syde

    (@inpsydekrystian)

    Hello @masdemas

    Thank you for the update.

    The results of this issue were surprising, as they typically suggest a different problem. I recommend reaching out to the theme developer, though it appears you might have already considered this step.

    Kind regards,
    Krystian

    pastidea

    (@pastidea)

    We are experiencing the same issue unfortunately.
    As we are not using the Kadence Theme, we have opened a support request on https://paypal.inpsyde.com/ to investigate the issue further.

    Many customers place an order, get a notice that the payment through Paypal failed, they place another order and in the end both payments were actually confirmed. So we need to often refund the first order, which costs us a considerable amount because the fees are not being refunded.

    I hope that this issue can be addressed soon,
    Thank you.

Viewing 6 replies - 1 through 6 (of 6 total)
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