Orders not completing

  • Resolved markwebstar

    (@markwebstar)


    5 years, 5 months ago

    Some of my customers have begun to report errors when trying to complete checkouts through PayPal on my Woocommerce webstore.

    They are receiving an error that says “Sorry, we can’t complete your purchase at this time.”

    I don’t really understand the logs but it looks like some PayPal Express Checkout payments may be timing out :-

    [BILLINGAGREEMENTACCEPTEDSTATUS] => 0
    [CHECKOUTSTATUS] => PaymentActionNotInitiated

    [TOKEN] => EC-6G447777D41218449
    [SUCCESSPAGEREDIRECTREQUESTED] => false
    [TIMESTAMP] => 2019-06-05T12:31:46Z
    [CORRELATIONID] => 97244d66df873
    [ACK] => Failure
    [VERSION] => 120.0
    [BUILD] => 52936238
    [L_ERRORCODE0] => 10606
    [L_SHORTMESSAGE0] => Buyer cannot pay.
    [L_LONGMESSAGE0] => Transaction rejected, please contact the buyer.
    [L_SEVERITYCODE0] => Error

    Not all of the failed purchases report Error Code 10606 (which I understand to be a PayPal credit card issue), others only end with the following line :-

    [PAYMENTREQUESTINFO_0_ERRORCODE] => 0

    The only recent change I’ve made to the site is to enable geolocation, but I’ve since turned it off in case that was contributing to the problem. There was one log that stated “NOTICE Unable to download GeoIP Database: Forbidden”.

    Any advice would be much appreciated,

    Mark

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

Viewing 3 replies - 1 through 3 (of 3 total)
  • Thread Starter markwebstar

    (@markwebstar)

    I would appreciate if someone from Woocommerce would reply and help me with this problem.

    Also, is it normal that a log would be generated for a successful order ? Or should this only happen if there is an error ?

    Thanks,

    Mark

    Plugin Support laceyrod

    (@laceyrod)

    Automattic Happiness Engineer

    Hi Mark,

    Thanks for reaching out.

    Typically, the “Sorry, we can’t complete your purchase at this time” error results from something not being set up correctly with the account on PayPal’s end or there’s just a technical difficulty on their side of things. I’ve also seen this error occur if the email address used to complete the payment is the same email entered in the PayPal settings in the plugin (if you were testing a transaction as a customer, for example).

    I would first recommend reaching out to PayPal to make sure there aren’t any issues with the account.

    Also, as you mentioned, the 10606 error code means that the credit card being used can’t be used on the PayPal system. Were there any other error codes that stood out to you from the logs? Also, how often is this happening? Is it just random?

    Thanks and looking forward to your reply.

    Plugin Support laceyrod

    (@laceyrod)

    Automattic Happiness Engineer

    Howdy,

    This thread has been inactive for a bit, so I’m going to mark it as Resolved now. Please feel free to open a new thread if you have any further questions.

    Cheers!

Viewing 3 replies - 1 through 3 (of 3 total)
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