Failed Transactions not in Order notes anymore

  • Resolved jamonessinfronteras

    (@jamonessinfronteras)


    2 months, 3 weeks ago

    When trying to identify the reason why an order has failed, i can found where is the order note Woopayments used to create. Used to have a “declined reason” in order notes, but i see nothing anymore. Am I missing any setup?

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

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

  • Hey there, @jamonessinfronteras! Thanks for contacting us. I’m happy to help you.

    Can you please share screenshots of what you see on the order details page?
    Please make sure to share screenshots of everything you see on the page, you can share multiple if needed ??
    Just remember to blur/remove sensitive information such as email, phone, address, etc.
    I recommend using https://snipboard.io. You can share the direct link to the image as a response to this topic.

    Looking forward to your reply.

    Have a wonderful day!

    Thread Starter jamonessinfronteras

    (@jamonessinfronteras)

    This is how it is now

    https://snipboard.io/53OLmb.jpg

    https://snipboard.io/AqLMzl.jpg

    https://snipboard.io/1OxIKk.jpg

    This next file is how used to be back in June

    https://snipboard.io/8g7uMG.jpg

    Plugin Support Zubair Zahid (woo-hc)

    (@doublezed2)

    Hello jamonessinfronteras,

    Thank you for your reply.

    I checked the Github and the Changelog but could not find anything related to this change.

    To confirm, have you not seen any error detail message in the Order Notes since June 2024?
    It would be helpful to check if you are seeing any other error detail messages.

    To further confirm this, could you place a test order using a card with insufficient funds?
    This test will determine the exact behavior.

    Looking forward to your response. ??

    Best regards.

    Plugin Support Zubair Zahid (woo-hc)

    (@doublezed2)

    Hello jamonessinfronteras,

    I wanted to update you that the detailed message is still appearing in the order notes.
    Here is a test order that was created today on a test site.

    To help you further, I suggest you create a ticket via your Woo.com account.
    There our Happiness Engineers will be happy to resolve this issue for you.

    Let me know if you have any question. ??

    Best regards.

    • This reply was modified 2 months, 3 weeks ago by Zubair Zahid (woo-hc). Reason: Changing the content and asking to create a ticket
    Thread Starter jamonessinfronteras

    (@jamonessinfronteras)

    Then looks like there’s a process flow where the failure reason isn’t being captured. I created yesterday the support request in woo but no answers yet. I’ll keep you posted.

    Thanks

    Plugin Support Rajesh K. (woo-hc)

    (@rajeshml)

    Hello @jamonessinfronteras,

    Please know that the Happiness Engineer team works hard to reply to all tickets very quickly, but sometimes there’s a backlog and it can take a bit longer. They will reply to you as soon as possible!

    Do you have the ticket number? If you do, we can check to confirm we got your ticket, if you want.

    In the meantime, please let us know if there’s anything else we can do to help.

    Have a wonderful day!

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