Order being cancelled due to timeout even though paid

Hello @markisu72

Just like in your previous thread, it’s hard to assess the situation without seeing the logs. It’s possible that the webhook for this payment was delayed, which could explain the discrepancy.

To address this issue, please follow the steps below to ensure that your system is correctly receiving and processing webhooks from PayPal:

1. Navigate to the Webhooks Status section within the Connection Tab of your PayPal Payments plugin dashboard.
2. Click on “Resubscribe” to refresh your subscription to the webhooks.
3. After the page reloads, select “Simulate” to test the correct reception of webhooks by your system.

Furthermore, we would like to examine the plugin log files to gain more insight into this issue. Please note that log files are generated only if the “Logging” feature is activated in your plugin settings. To enable Logging:

• Go to the “Connection” tab in your plugin settings and activate “Logging.”
• Every transaction will now generate a log entry, which you can access by navigating to WooCommerce > Status > Logs.
• Select the most recent “woocommerce-paypal-payments” file corresponding to the date of the transaction in question.

It’s important to understand that if “Logging” wasn’t enabled before, there will be no previous records of the transactions. In that situation, we’ll need to wait for upcoming failed orders to generate new log entries.

Please provide those log entries on our PrivateBin. After uploading, send us the link, so we can review them in detail.

If you do not wish to share this information publicly, we suggest you contact us directly for further assistance. We may need to examine your system report or logs to better understand what’s happening. You can open a ticket with our service desk. Here’s how you can request support: Request Support. Please make sure to include the URL of this thread in your ticket for reference.

Kind regards,
Krystian

Hi @inpsydekrystian,

thanks for your response and sorry for my late one ??

I checked the connectivity and web hooks can be received successfully.

Is there a retry with these web hooks in case the system is not available?
It might have interfered with me restarting the machine.

Regarding activating the log… right now, I don’t expect credit card payments for some time due to circumstances… I would consider the issue an accident for now and would reopen a ticket if it reoccurs and then also activate logging.

But it would be great to learn about the retry-mechanisms anyway.

Thanks

Markus

Hello?@markisu72

Resubscribing to webhooks isn’t a permanent fix for these issues; it’s more of a temporary measure to identify potential underlying problems. Relying on it periodically won’t serve as a long-term solution.

Please ensure that the “Logging” function remains active. If a similar issue arises, the plugin’s logs will help us understand what occurred. We can then analyze the behavior, determine why it happened, and figure out a way to resolve it.

If you need any further assistance, don’t hesitate to reach out.

Kind Regards,

Krystian

Ok, will do, thanks!