Orders being cancelled

  • Resolved americanundercar

    (@americanundercar)


    5 years, 9 months ago

    So I got a call today from a customer who ordered something a week ago. But we never recieved her order. We checked and her order was in the cancelled order file.

    It said: Unpaid order cancelled – time limit reached. Order status changed from Pending payment to Cancelled.@10:15pm

    Then at 10:40pm it said: Order has been exported to Shipstation.

    However, the order wasnt on shipstation and she really had paid. She paid through paypal and we had the money.

    Any reason why this happened? I can’t afford to have it happen again!

    The page I need help with: [log in to see the link]

Viewing 4 replies - 1 through 4 (of 4 total)

  • Sounds like there is a problem with the communications between your website and paypal.

    Check the set ups, to make sure it is all right:

    https://docs.woocommerce.com/document/paypal-standard/

    After that, try to buy something to test that it all is working fine.

    You can see too in: Woocommerce > Setting > Products > Inventory: and make sure that the “Hold stock (minutes)” option has blank value (no value).

    Maybe the order for WC isn’t detected as paid (as @webmasterhouston says, for communication problem with paypal) and as WC understand that isn’t paid, it cancel the order automatically.

    Plugin Support Hannah S.L.

    (@fernashes)

    Automattic Happiness Engineer

    Hey there @americanundercar,

    This is usually a problem with IPN, where PayPal does receive the payment but your site doesn’t receive the instant payment notification – it looks like the payment is never received so the order cancels. It’s a common problem with payment gateways.

    You can see how to troubleshoot here:
    https://docs.woocommerce.com/document/paypal-standard/#section-21

    In my experience, this is almost always a plugin conflict, so I’d recommend starting there.

    • This reply was modified 5 years, 9 months ago by Hannah S.L..
    • This reply was modified 5 years, 9 months ago by Hannah S.L.. Reason: fixed link
    Plugin Support con

    (@conschneider)

    Engineer

    Hi there,

    We haven’t heard back from you in a while, so I’m going to mark this as resolved – if you have any further questions, you can start a new thread.

    Kind regards,

Viewing 4 replies - 1 through 4 (of 4 total)
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