Failed and pending orders

  • Resolved majikthyse

    (@majikthyse)


    3 weeks, 3 days ago

    We sell concert tickets using the plugin Tickera and their Bridge for WooCommerce. We use PayPal Standard and Advanced Card Processing. There are 2 problems:

    1. Out of about 250 orders for tickets for the current concert, 16 are marked Pending. I have no idea why, and the payments do not show up on our PP merchant account. We have issued tickets, so buyers have the goods but have not paid. I don’t know how to recover the payments.
    2. Every day there are a few orders marked Failed. Tickets are not being issued. Sometimes the buyers try again and it goes through. The only error message is “something went wrong”.

    I have asked PayPal support for help, but they say this is a WooCommerce issue. Here is part of what they have said:

    “There are a couple of transactions that have been declined by risk. PayPal has an internal security system and along with card issuers/banks will block payments from time to time due to many different risk factors. Due to security purposes, we are unable to disclose the risk factors. As a result, from time to time there will be blocked payments.

    “To resolve the issue of the pending orders, please contact the customer support of the third party eCommerce to make sure they pass valid API requests to the PayPal system and customers to pass valid funding instruments during checkout.

    “Merchants should first perform Create OrderAPI(https://developer.paypal.com/docs/api/orders/v2/#orders_create) call and then redirect the customer/buyer to “approve” URL returned from the Create Order API response as below:
    {
    “href”: “https://www.paypal.com/checkoutnow?token=***”,
    “rel”: “approve”,
    “method”: “GET”
    },

    “Once the order is approved by the customer/buyer, merchants should perform Capture Order(https://developer.paypal.com/docs/api/orders/v2/#orders_capture) API call and customer/buyer should pass the valid funding source.

    https://developer.paypal.com/docs/api/orders/v2/
    https://developer.paypal.com/api/rest/reference/orders/v2/errors/”

    All this is quite beyond me, as a non-specialist. Can anyone tell me if this makes sense?

    I should add that when I try to post a question on WooCommerce support, it says our site is not connected to WC. When I try to reconnect, it is already connected. So I can’t post the question.

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

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  • Plugin Support EastOfWest a11n

    (@eastofwest)

    Hi @majikthyse, thanks for reaching out. I had a look at your site and it looks you’re using PayPal Payments for WooCommerce. The correct forum for that extension is this one. Please post your question there, and include the details mentioned below.

    Regarding submitting a WooCommerce support request, presumably via the Get support tab of your account; I checked our system for support requests relating to your website, and found 2 email addresses. It could indicate that you logged in with the wrong email address before. Can you try again with the other email address, and if you succeed submit the below via that method instead?

    If you do choose to post the following in a forum, please make sure to redact any personal information from order screenshots and error logs. We’ll need:

    • A screenshot of the Order notes of one of the affected orders. If you go to WooCommerce > Orders, click into the Edit order screen, and find the Order notes (usually in the right-hand sidebar). Include all the order notes.
    • Your site’s System Status Report. Click here for instructions on how to find and copy it.
    • Any error logs relevant to the date of one of the orders with which you had issues. Go to WooCommerce > Status > Logs. Look for the specific date, and download any logs with fatal-error, paypal, or anything else relevant in the name. See our Finding PHP Error Logs for context. If the PayPal error logs were not enabled before, please enable them now, at least until this issue is resolved.

    If you’re not emailing it to us, error logs can be uploaded to your site’s media library, and the direct links shared here. That way you can delete them later. I’m going to mark this thread as resolved here, but look forward to your follow-up either via the correct forum or WooCommerce.com support.

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