Hello @alicefab
thank you for reaching out to us, we are here to help.
My first guess would be that the plugin does not receive the webhook that confirms the payment being received. You might want to “Resubscribe” and “Simulate” the webhooks. You can do this in the plugin settings: WooCommerce > Settings > Payments > PayPal > tab: “Webhooks Status”.
Under “tracked events” you should have these 11 events listed:
checkout order approved,
checkout order completed,
payment authorization voided,
payment capture completed,
payment capture denied,
payment capture pending,
payment capture refunded,
payment capture reversed,
payment order cancelled,
vault credit-card created,
vault payment-token created
Please let me know if this resolves this issue for you or if you need us to take another look. If you need us to take another look, we would like to review your logs and the system report to identify if your situation might be related to an already known issue. You can copy the log files from here:
– WooCommerce > Status > Get system report > Copy for support
– WooCommerce > Status > Logs > select “woocommerce-paypal-payments…” in the dropdown and click on view.
If you don’t feel comfortable sharing those 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)
Kind regards,
Joost
