Payment did not go through

Hi @kathleen36

Nevertheless, I could not replicate the problem with several test orders yet. Maybe you know what the problem here could be?

I have not heard of this issue and looking through our support system, I don’t see a similar occurrence ever being reported.

How did he manage to get only this info generated? All my test orders show the following log, which have all been successful:

Are you certain that’s the log entry for that particular customer’s payment?

but neither the order nor the payment went through.

Can you clarify what you mean? Is there a WooCommerce order? The PayPal plugin cannot process a payment unless there is a corresponding WooCommerce order. The WooCommerce order is a required object and without it the payment would never process.

Kind Regards

How did he manage to get only this info generated? All my test orders show the following log, which have all been successful:

Are you certain that’s the log entry for that particular customer’s payment?

Yes, because this was the only one with paypal payment. However, I did not receive the order, but this info was generated in my log. This means that the customer apparently did succeed the payment process but the info webhook received event only shows “CHECKOUT.ORDER.APPROVED”

but neither the order nor the payment went through.

Can you clarify what you mean? Is there a WooCommerce order? The PayPal plugin cannot process a payment unless there is a corresponding WooCommerce order. The WooCommerce order is a required object and without it the payment would never process.

I did not receive the order and the payment was not captured from my side. But customer’s image shows that his account was debited but few hours later after contacting me, the money was paid back automatically. Also the redirection to several new windows popped up by Paypal is weird.

The CHECKOUT.ORDER.APPROVED webhook is normal based on the information you have provided. All that webhook is indicating is that the customer clicked the “Complete Payment” button on the PayPal popup window.

From there, the checkout form is submitted and the PayPal plugin attempts to complete the order. But, for this payment it looks like the checkout form never submitted. Here is how WooCommerce works.

1. Checkout form is submitted
2. WooCommerce processes the request and validates the checkout field data and creates the WooCommerce order object.
3. The order object is passed to the payment gateway so the payment can be processed.
4. Once payment is processed, the order’s status, etc is updated.

It looks to me like steps 2-4 never happened for this order.

PayPal returned the customer’s money since the payment was never finalized. PayPal typically won’t extract funds from a customer until the order is complete so that part is a bit odd but that’s not controlled by the PayPal plugin.

I don’t see anything here that indicates the plugin is having an issue. It looks like PayPal’s JS SDK ran into a condition that caused this odd behaior.

Kind Regards