Order Status not Changing

Hello,

I understand that you’re having trouble with the order status not changing from Pending Payment to Cancelled even after the Hold stock (minutes) has expired.

Could you confirm which payment gateway you are using?

And from WooCommerce > Settings > Products > Inventory, please share with us a screenshot of the settings.

Additionally, I would highly suggest performing a conflict test. (by switching to the Storefront theme and see if the issue is gone; if not, try deactivating all plugins and reactivating each to see which one causes the problem). You can find a more detailed explanation of how to do a conflict test here.

If the issue persists, please get back to us with more information, such as:

• System Status Report: navigate to WooCommerce → Status. Select Get system report and then Copy for support.
• Fatal Error log: Share a copy of any fatal error log found under WooCommerce → Status → Logs.

Hello

Great to hear from you. The payment gateway is Razor Pay and Hold Stock is set to 600 minutes. Being a live site we are unable to perform the tests as you advised. But it was working fine earlier and only few days back we could notice this issue. During this period no new plugins were added.

Update:

We have disabled all the plugins except WooCommerce and payment gateway, changed the Hold Stock to 3 minutes and tested but the status of order is not getting changed to Cancelled even after 3 minutes. Screenshot of settings can be found at https://imgur.com/jX0355f

Also please advise me is it fine to share System Status Report and Fatal Error Logs publicly.

Thanks and Regards

Hello @manojkb5,

We have disabled all the plugins except WooCommerce and payment gateway, changed the Hold Stock to 3 minutes and tested but the status of order is not getting changed to Cancelled even after 3 minutes. Screenshot of settings can be found at https://imgur.com/jX0355f

The inventory hold applies to unpaid orders. This means, if an order is marked as ‘on-hold’ or ‘processing’, this feature won’t activate. The order specifically needs to be set to ‘Pending Payment’.

This process varies between different payment gateways. For instance, in Stripe, you can switch to test mode and use one of the ‘decline‘ test cards. This will create an order with a ‘Pending Payment’ status. You can contact your payment gateway to see if they offer a similar option.

Regarding your system status report and logs, they don’t contain sensitive information by default. However, you’re welcome to sanitize them before posting directly here or in a text-sharing app like gist.github.com/. :?)

Look forward to hearing back from you.

Yes the payment gateway offer a similar thing means if a customer checkout and go to payment page and leave it without doing payment then the order status changes to Pending Payment. During that time Stock Hold gets activated as per the shared screenshot. But after the hold period the status doesn’t change to Cancelled.

Though we contacted the payment gateway support team, they advised us to contact WooCommerce because everything is working fine with them ??

Hi @manojkb5

If you could share your site’s System Status Report and fatal error logs as mentioned, that would be a great help.

Also if you have any orders where you have seen this happen on under your WooCommerce > Orders tab, please share a screenshot.

For the order screenshot specifically, it would be helpful to see the order number, payment method and order notes section. Please remove or redact any other information such as names, physical addresses and email addresses, before sharing the screenshot however.

We will be standing by for your response.