order on hold

  • Resolved aqsad

    (@aqsad)


    4 years, 5 months ago

    Hi I just made my first sale on my page, but the order status is ON HOLD so the customer has paid but cannot download the file. I contacted PayPal but they said it has something to do with the Paypal IPN email address.

    The order note says :
    Validation error: PayPal IPN response from a different email address (my email address). Order status changed from Pending payment to On hold.

    Please help as I dont know how to complete the order and set up the shop so customers can order again
    thanks

Viewing 7 replies - 1 through 7 (of 7 total)
  • Plugin Support Ross V. a11n

    (@rossviviano)

    Automattic Happiness Engineer

    Hi there,

    Can you confirm if the email entered at WooCommerce > Settings > Payments > Paypal > Receiver Email is the same as the PayPal account your client is using? If the “Receiver Email” is not entered, please ensure that the “PayPal” email matches the one used on the PayPal account. Usually, the PayPal email is found at https://www.paypal.com/businessprofile/settings/

    Let us know how this goes!

    Ross

    Thread Starter aqsad

    (@aqsad)

    Yes, I made sure both ”receiver email” and ”paypal email” in the payment settings page both have my paypal email address.

    Thread Starter aqsad

    (@aqsad)

    This is the message I got when I tried to contact Paypal for support on this:

    Ok, the problem is that your Primary PayPal email is: (my email).

    This email is the one “handling” the IPN messages on your account, so you need to verify your shopping cart’s settings and set up this email: (my email) as your module email.

    If you don’t konw how to do this, I would recommend you to contact the technical support of your eCommerce.

    Plugin Support Ross V. a11n

    (@rossviviano)

    Automattic Happiness Engineer

    Hi again,

    Can you confirm if you have more than one email address on the account, and if so, is another email associated with the business transactions or primary on the account?

    Try going here: https://www.paypal.com/businessprofile/settings/ . You should see your email addresses associated with your PayPal account. The Primary one will need to be the Receiver email, and the PayPal email (at the top of the settings) can be any of those emails.

    Ross

    Thread Starter aqsad

    (@aqsad)

    Thanks for getting back to me, Yes I just have my main paypal account email address set the both fields (receiver and paypal email fields).

    It seems that the customer doesn’t receive an invoice email with the downloadable link until I go to the ‘Order Actions’ tab and manually select ”Email Invoice/ order details to customer”

    How can I set it so its automatic?

    When I go to WooCommerce > Settings > Emails on the ‘Customer invoice / Order details’ option there is no purple tick. the rest of the emails are all ticked..does this mean I have to change something?

    Plugin Support Damianne P (a11n)

    (@drwpcom)

    Hi @aqsad. The email sent to customers with the download links is the “Order Completed” email. It is sent when the order status changes to Completed.

    This email is not sent for orders that are “On hold”. That order status is used when payment has not been received/confirmed so it sounds like the payment information is not received from PayPal.

    Please share your system report with me. You can find it by going to WooCommerce > Status > Get system report and then click Copy for support to be able to paste it in your reply.

    Plugin Support Damianne P (a11n)

    (@drwpcom)

    Hi @aqsad. Sorry we missed your last response for some time. I hope that you have been able to resolve this issue. Since haven’t heard from you in a while, I’m going to go ahead and mark this thread as resolved.

    If you still need help with this issue or have any other questions about the WooCommerce plugin, please start a new thread.

Viewing 7 replies - 1 through 7 (of 7 total)
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