Information not getting sent over to Paypal for Product Purchase

Hello @thebrendanlea,

Are you using the official PayPal plugin?

Could you please share a copy of your site’s System Status so we can get a better idea of what’s going on? 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.

Also, please check the fatal error logs (if any) from WooCommerce > Status > Logs and choose from the drop-down menu the fatal-errors.log

Look forward to hearing back from you.

Saif,
I am using WooCommerce PayPal Payments version 1.9.5

System Status:

### WordPress Environment ###

WordPress address (URL): https://chenghsin.com
Site address (URL): https://chenghsin.com
WC Version: 7.1.0
REST API Version: ? 7.1.0
WC Blocks Version: ? 8.7.5
Action Scheduler Version: ? 3.4.0
Log Directory Writable: ?
WP Version: ? 6.0.3 - There is a newer version of WordPress available (6.1)
WP Multisite: –
WP Memory Limit: 768 MB
WP Debug Mode: –
WP Cron: ?
Language: en_US
External object cache: –

### Server Environment ###

Server Info: Apache
PHP Version: 7.4.15
PHP Post Max Size: 505 MB
PHP Time Limit: 600
PHP Max Input Vars: 3000
cURL Version: 7.58.0
OpenSSL/1.1.1

SUHOSIN Installed: –
MySQL Version: 8.0.28-0ubuntu0.20.04.3
Max Upload Size: 500 MB
Default Timezone is UTC: ?
fsockopen/cURL: ?
SoapClient: ?
DOMDocument: ?
GZip: ?
Multibyte String: ?
Remote Post: ?
Remote Get: ?

### Database ###

WC Database Version: 7.1.0
WC Database Prefix: wp_
Total Database Size: 121.69MB
Database Data Size: 107.67MB
Database Index Size: 14.02MB
wp_woocommerce_sessions: Data: 1.02MB + Index: 0.02MB + Engine InnoDB
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### Post Type Counts ###

attachment: 583
custom_css: 2
elementor_library: 8
jetpack_migration: 2
memberpresscoupon: 11
memberpressproduct: 36
memberpressrule: 227
mpcs-course: 3
mpcs-lesson: 204
nav_menu_item: 48
oembed_cache: 2
page: 134
post: 215
product: 28
product_variation: 114
revision: 3314
shop_coupon: 2
shop_order: 401
shop_order_refund: 3
wp_global_styles: 1
wpcode: 2

### Security ###

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

### Active Plugins (17) ###

iThemes Security: by iThemes – 8.1.3
Elementor: by Elementor.com – 3.2.3
Google Analytics for WordPress by MonsterInsights: by MonsterInsights – 8.10.1
WPCode - Insert Headers, Footers, and Code Snippets: by WPCode – 2.0.3
MemberPress Courses: by Caseproof LLC – 1.1.11
MemberPress Forward IPN: by Caseproof
LLC – 1.0.4

MemberPress MailChimp 3.0: by Caseproof
LLC – 1.2.3

MemberPress Basic: by Caseproof
LLC – 1.9.49

Menu Icons: by ThemeIsle – 0.13.1
Really Simple SSL: by Really Simple Plugins – 6.0.9
UpdraftPlus - Backup/Restore: by UpdraftPlus.Com
DavidAnderson – 1.22.23

Woocommerce Minimum and Maximum Quantity: by Ashok G – 2.1.8
WP Menu Cart: by WP Overnight – 2.12.1
WooCommerce PayPal Payments: by WooCommerce – 1.9.5
WooCommerce Shipping & Tax: by WooCommerce – 1.26.3
WooCommerce: by Automattic – 7.1.0
WP Display Header: by Konstantin Obenland – 6

### Inactive Plugins (2) ###

User Switching: by John Blackbourn & contributors – 1.7.0
WooCommerce PayPal Checkout Gateway: by WooCommerce – 2.1.3

### Settings ###

API Enabled: –
Force SSL: –
Currency: USD ($)
Currency Position: left
Thousand Separator: ,
Decimal Separator: .
Number of Decimals: 2
Taxonomies: Product Types: external (external)
grouped (grouped)
simple (simple)
variable (variable)

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: #40 - /shop/
Cart: #2025 - /cart/
Checkout: #2026 - /checkout/
My account: #2027 - /my-account/
Terms and conditions: ? Page not set

### Theme ###

Name: Sydney
Version: 2.14
Author URL: https://athemes.com
Child Theme: ? – If you are modifying WooCommerce on a parent theme that you did not build personally we recommend using a child theme. See: How to create a child theme
WooCommerce Support: ?

### Templates ###

Overrides: sydney/woocommerce/cart/proceed-to-checkout-button.php version 2.4.0 is out of date. The core version is 7.0.1
sydney/woocommerce/single-product/add-to-cart/simple.php version 3.4.0 is out of date. The core version is 7.0.1

Outdated Templates: ?
					
					
						Learn how to update

### WooCommerce PayPal Payments ###

Onboarded: ?
Shop country code: US
WooCommerce currency supported: ?
Advanced Card Processing available in country: ?
Pay Later messaging available in country: ?
Webhook status: –
Vault enabled: ?
Logging enabled: –
Reference Transactions: –
Used PayPal Checkout plugin: ?
Tracking enabled: ?

### Admin ###

Enabled Features: activity-panels
analytics
coupons
customer-effort-score-tracks
experimental-products-task
experimental-import-products-task
experimental-fashion-sample-products
shipping-smart-defaults
shipping-setting-tour
homescreen
marketing
multichannel-marketing
mobile-app-banner
navigation
onboarding
onboarding-tasks
remote-inbox-notifications
remote-free-extensions
payment-gateway-suggestions
shipping-label-banner
subscriptions
store-alerts
transient-notices
woo-mobile-welcome
wc-pay-promotion
wc-pay-welcome-page

Disabled Features: minified-js
new-product-management-experience
settings

Daily Cron: ? Next scheduled: 2022-11-12 17:47:23 +00:00
Options: ?
Notes: 109
Onboarding: completed

### Action Scheduler ###

Complete: 279
Oldest: 2022-10-12 21:07:56 +0000
Newest: 2022-11-12 14:14:02 +0000

Pending: 1
Oldest: 2022-11-12 21:54:44 +0000
Newest: 2022-11-12 21:54:44 +0000

### Status report information ###

Generated at: 2022-11-12 14:48:49 +00:00

Fatal Errors Logs:

2022-11-09T18:54:36+00:00 CRITICAL require_once(): Failed opening required ‘/home/chenghsin_sftp_master/chenghsin.com/new/wp-content/plugins/insert-headers-and-footers/includes/conditional-logic/class-wpcode-conditional-type.php’ (include_path=’.:’) in /home/chenghsin_sftp_master/chenghsin.com/new/wp-content/plugins/insert-headers-and-footers/includes/class-wpcode-conditional-logic.php on line 34

Thank you for your time,
Brendan

Saif,
Here is some additional info. In the backend
chenghsin.com>woocommerce>orders

I noticed that transactions that read “IPN Payment Completed” have info showing on the receipt.
Info On Receipt

Transactions that have “Paypal transaction ID:____” do not have the required information on the receipt.
Info not on Receipt

I thought this might help some. Please let me know if you need other information. Thank you for your time.

Brendan

Hi @thebrendanlea

Thanks for sending the System Status Report.

Outdated Templates: ?

As a first step, please update outdated templates on your site by following our guide here: Fixing Outdated WooCommerce Templates

If I understand you correctly, you would like to display the additional information like (ENB Yes, TEL Yes, IEW No, BCC No) to the receipt , is that correct?

I checked the other product that has no information on the receipt: New! Summer Retreat and tested a mock order and this is what is displayed on my Checkout page:

Image Link: https://snipboard.io/7js2Xh.jpg

I am assuming that once I place this order, I the additional information (CLW: Yes, Art1: No, Art2: Yes) would be displayed, is that correct?

Can you please try to replicate this order and see if the additional information would be displayed on the receipt?

I am assuming again, that the payment gateway used for the transaction has nothing to do with the additional information not being added to the receipt here. Hence, can you please confirm how are these added to your site? If this was added thru a third-party plugin or a custom code, it would be best to reach out to the developers for further assistance here.

Fatal Errors Logs:

The error points to the plugins/insert-headers-and-footers or WPCode – Insert Headers and Footers + Custom Code Snippets – WordPress Code Manager. Kindly post your error logs to the proper forum thread here: https://www.ads-software.com/support/plugin/insert-headers-and-footers/

Thanks!

Xue28,
To be clear the information that we want to have actually shows up on the email receipt that is sent from Paypal to the admin.

As far as I can tell the information goes from

WooCommerce>Payapl>Then Paypal sends an email notice to the admin.

Any ideas on how to get that information to show up there? To see pictures reference the first message in this thread.
With Info

Without Info

Thanks for your time.

Brendan

Hello,

May I ask, can you please describe how are these options being added to the product page? I mean, with the help of a plugin? Or just editing the product page at the backend?

Link to image: https://snipboard.io/oYHpgs.jpg

Link to image: https://snipboard.io/2PBvTQ.jpg

I would like to learn more about how these options are added, so that I can try to reproduce the same behavior on my site.

Looking forward to hearing from you.

Igor,
They are being added by editing the back end.

WooCommerce>Products>Edit>Attributes

Then to

Variations>Create variations from all attributes

Once a purchase is made it goes through Payapl.

Then a email message is sent from Paypal to the site owner.

On this email message is the missing information in question.

Thank you for your time.

Warmly,
Brendan

Hi @thebrendanlea

Thanks for providing the information.

On this receipt there is no workshop selection info sent over to paypal from woocommerce.

Once again, can you please try to switch to the default Storefront theme and only WooCommerce and Paypal plugins are enabled, then replicate this order again.

You can try to use Paypal Sandbox for testing purposes.

If this works, then this kind of problem is usually caused by your theme or a third-party plugin present on your site. We can run a conflict test to verify this. I’d recommend cloning your site to a staging environment and performing the tests described on this guide without modifying your live site or impacting customers. Many hosts provide staging facilities, so it’s worth checking in with them. It’s also possible to do it using the free WP Staging plugin.

If this was caused by a third-party plugin present on your site, it would be best to reach out to the developers for further assistance here.

Let us know how it goes!