Payment cancelled

  • Resolved qwik3r

    (@qwik3r)


    1 year, 10 months ago

    Hello,

    This may or may not have to do with your plugin, but perhaps you can help anyway.

    I received notification that a “payment didn’t complete” and upon checking it says the customer cancelled it. It says “cancelled” in PayPal yet I believe the transaction went through in Woocommerce to the point where it gave them access to a download. Essentially it looks like they got away with getting something for free which isn’t good.

    In Woocommerce’s notes it says the oder was created and there is a capture ID but again I’m not sure if we actually got paid for it.

    Thanks.

Viewing 6 replies - 1 through 6 (of 6 total)
  • Plugin Author Payment Plugins

    (@mrclayton)

    Hi @qwik3r

    If there is a capture ID that means either the payment was completed or the capture was pending. If the capture was pending, the PayPal plugin sets the order’s status to on-hold.

    Are there other order notes and if so what do they say? This doesn’t sound like a PayPal plugin issue.

    Kind Regards

    Thread Starter qwik3r

    (@qwik3r)

    There aren’t any other notes that indicate that it went on ‘on-hold’ status or not: https://share.getcloudapp.com/z8uGe18d

    I’m not really sure if we got the payment or not if it says cancelled: https://share.getcloudapp.com/mXuDlPBO

    Plugin Author Payment Plugins

    (@mrclayton)

    @qwik3r this behavior wouldn’t be caused by the PayPal plugin. I can see in the order notes that the payment was processed by the PayPal plugin and it was considered complete by PayPal. The PayPal plugin only calls the $order->payment_complete() method when the payment has succeeded on the PayPal end. That method is how WooCommerce updates the order’s status from pending to completed.

    It looks as if the customer cancelled the payment right after it was processed. I’m not sure if that’s even possible but that’s what it looks like.

    Kind Regards,

    Thread Starter qwik3r

    (@qwik3r)

    Yeah that is what looks like happened which is kind of concerning. I didn’t think that was supposed to happen. They were able to get access to the download because I guess it showed as completed but then they cancelled it. Any advice on how to mitigate this in the future?

    Plugin Author Payment Plugins

    (@mrclayton)

    Any advice on how to mitigate this in the future?

    I’d recommend reaching out to PayPal support and asking them how it’s possible that the payment could have gone through their system but they allowed the customer to cancel it.

    Make sure you’re also using the latest version of this plugin.

    Thread Starter qwik3r

    (@qwik3r)

    Thanks!

Viewing 6 replies - 1 through 6 (of 6 total)
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