Failed order emails

Hello @rokkashthomas

Thank you for reaching out to us, we are here to help.

In order to understand this situation, we would like to know what entries are recorded in the order notes for such a payment (logs would possibly also help, but you probably don’t want to share this here). Does this situation occur for every payment made with Advanced Card Processing?

This issue could possibly be caused by a webhook communication failure, but this would also show in the WooCommerce order not being updated correctly (but the payment succeeding). So to be sure, we would also need to have more details on this.
For now, you could check the webhook status in the setting page under the tab “Connection”. In the bottom of this page, you can find the 2 webhook buttons “Simulate” and “Resubscribe”. These button will help you test and possibly correct any issue with the webhooks. If you test this, please let us know what the outcome is.

One last thing I want to point out, is that our plugin does not send emails. The order emails are sent by WooCommerce, and any payment confirmation emails are sent by the PayPal server (not the plugin). However, they are responding to status changes that our plugin is involved in, and that is what should be looking into.

If you don’t feel comfortable sharing these type of details on a public forum, please open a ticket with our service desk. You can find the instruction for this here: https://paypal.inpsyde.com/docs/request-support/
(please add the URL of this thread in the ticket as well)

Pending your response.

Kind regards,
Joost

Hi Joost,

Thanks for your speedy reply. I’ve opened a ticket via your website and shared all the details there.

Many thanks,

Ash

Hello @rokkashthomas

I’ve responded to your private thread, and we’ll update this thread if we uncover any issue / find a fix. Otherwise we’ll mark it as resolved in the near future.

Kind regards,
Joost

Hello,

We verified on the private thread that the issue that occurred here, were related to declined payments (bank process) and a customer browser incompatibility situation.

Because we have not heard back from you for some time, we will mark this thread as resolved.

Kind regards,
Joost