Payment provider declined the payment

  • Resolved marjolein64

    (@marjolein64)


    2 years, 4 months ago

    Almost half of the orders in our webshop get order status:
    Payment provider declined the payment, please use a different payment method. OrderEndpoint.php:339 Order status changed from Pending payment to Failed.

    After 3 minutes the order status changes from Failed to processing.

    This is happening so often that I can not imagine that this is the result of wrong credentials of the customer while using PayPal. Is there an explanation for this or how can i investigate what is happening?

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

Viewing 2 replies - 1 through 2 (of 2 total)
  • Plugin Support Femi

    (@femiyb)

    Hello @marjolein64

    This is an error from PayPal and it could be because the buyer canceled the process at checkout, or their card or PayPal account was declined when trying to make this purchase.

    This is most likely caused by a bank or PayPal denying the transaction and needs to be investigated by PayPal Merchant Technical Support.

    We can also take a better look at this if we get a copy of your WooCommerce system report and your latest PayPal Payments log files.

    The system report can be accessed here:
    WooCommerce > Status > Get system report > Copy for support

    You can copy the log files from here:
    WooCommerce > Status > Logs > select “woocommerce-paypal-payments-[…]” in the dropdown and click on view.

    You can share it privately with us here:
    https://paypal.inpsyde.com/docs/request-support/

    Regards,
    Femi.

    Plugin Support Syde Niklas

    (@niklasinpsyde)

    We have not heard back from you in a while, so I’m marking this thread as resolved.
    Hopefully, you were able to proceed as advised above. The best contact for clarifying denied payments would be the PayPal MTS in any case.
    If you have any further questions, please feel free to reopen this topic or create a new one.
    Thanks!

    Kind regards,
    Niklas

Viewing 2 replies - 1 through 2 (of 2 total)
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