Orders stuck as Pending then cancelling with no customer info

  • Resolved kilyth

    (@kilyth)


    2 years, 12 months ago

    Since the recent PayPal update we have been getting dozens of orders showing as cancelled. These orders do not have names associated with them, and sometimes no address either, only order numbers.

    I have altered the “Hold Stock” to read 0 but we are still having this Pending to Cancelled issue. If it were just one or two I would assume that it’s people cancelling orders, but it is dozens.

    I am using the Express checkout.

    Please advise.

Viewing 5 replies - 1 through 5 (of 5 total)
  • Thread Starter kilyth

    (@kilyth)

    Can I have an update on this? We are losing customers and sales because PayPal payments are still sticking at Payment Pending and then failing. I’ve been up and down Google looking for a fix with no luck.

    Plugin Author WebToffee

    (@webtoffee)

    Hi @kilyth,

    We are extremely sorry for the inconvenience caused.

    For each order processed, there will be an entry in the log files. If you could please get the log PayPal log files from Woocommerce > Status > Logs page and share it via this link, that may help us identify the issue. Also, share the site URL

    We have just gone to your plug in as Woocommerce Paypal payments is a complete pig’s ear at the moment and has been for some time. We are just using your free version for the moment but will upgrade to premium when we are certain that it is reliable. As above we have had orders showing up repeatedly marked ‘Pending Payment’ with total there no customer info attached at all. Is this normal? e.g. has the customer just failed to complete the transaction? Never seen this before.
    Many thanks

    Plugin Author WebToffee

    (@webtoffee)

    Hi @greenmachine99,

    Our plugin creates a pending order when the user moves to Paypal for payment and once payment completes, it will updated as PROCESSING. In a scenario where the user abandons the Paypal page, the order remains there.

    Many thanks for your prompt reply @webtoffee. Each plug in reports stuff differently. Will update to your Premium plug in in due course.

Viewing 5 replies - 1 through 5 (of 5 total)
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