Missing order and user

  • Resolved gjidea

    (@gjidea)


    1 year, 11 months ago

    Hello, A strange incident occurred on our ecommerce created with WordPress and WooCommerce. A user has tried to make a purchase, and there is indeed an attempt via your logs, but there is no trace of either the user or the order. The user informed us that he had successfully completed the order, but we have no trace of it. We can see in the logs that the process stopped before the “INFO 3DS authentication result: Array” step.
    Please note: The configuration of 3D Secure is when required
    The site is under maintenance at the moment.
    Thank you in advance

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  • Plugin Support Syde Niklas

    (@niklasinpsyde)

    Hi @gjidea,

    When there is no order in WooCommerce and no payment in your PayPal account, then the payment likely was not completed correctly.
    Any amounts that may or may not be blocked on a funding method of the buyer, like a credit card, should automatically be unblocked or refunded, in case a debit actually occurred.

    If there is no trace of this transaction anywhere except for the logs, I suggest reaching out to the PayPal MTS with a copy of your log file from the day of this order.
    Every API request in the logs incldues a debug ID. The MTS can look up the transaction attempt with the help of this ID and potentially provide more details about what happened.

    It depends on the individual case, but it’s possible that a buyer attempts a payment without completing it (e.g. does not pass 3DS auth) and then it would also not create a WooCommerce order as this is only created once the capture call is made.

    But when there is no WooCommerce order and no PayPal order, then you can be sure that the buyer will also not be debited. And if the buyer was debited, they will be automatically refunded by PayPal without you having to do anything.

    Kind regards,
    Niklas

    Plugin Support Syde Niklas

    (@niklasinpsyde)

    We have not heard back from you in a while, so I’m marking this thread as resolved.
    Hopefully, the above information helped you out.
    If you have any further questions, please feel free to reopen this topic or create a new one. Thanks!

Viewing 2 replies - 1 through 2 (of 2 total)
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