Paypal completes transaction but doesn’t send through the order on Mobile

  • Resolved Puurchantal

    (@puurchantal)


    2 years, 2 months ago

    Hi team,

    I would love your help.

    On a laptop, I have no issues with the order completion. It’s on mobile, both Android and iOS, where I encounter the problem.

    Product is added to cart on cell phone -> view cart -> proceed to checkout -> fill in billing details -> continue -> Choose iDeal payment via PayPal -> PayPal opens information page -> continue -> review the details and continue purchase in PayPal -> select bank -> Bank envirments opens -> Bank finishes transaction -> PayPal shows message: Thank you for your order… and from here it goes wrong.

    There is NO order completion. It stays on the ‘Thank you for your order’ page and doesn’t finish the process so Woocommerce can NOT complete the order process.

    In the meantime, the money is deducted from the client’s bank account. Hours later they will receive an email from PayPal that the order is not completed and that they will receive a refund.

    In Sandbox developer mode are no issues detected!

    Please help to fix this issue, so orders can be purchased from a mobile device.

    Log report has been added. I also created a test product, the link is added box above.

    Thank you for your help… Chantal

    
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WordPress address (URL): https://chantalukoster.com
Site address (URL): https://chantalukoster.com
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### Status report information ###

Generated at: 2022-09-13 22:55:48 +01:00

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

Viewing 6 replies - 1 through 6 (of 6 total)
  • Thread Starter Puurchantal

    (@puurchantal)

    Oh dear, I see some typos and bad wording ??… it’s bank environment.

    And the link is shown below the message and not above.

    Plugin Support Syde Joost

    (@joostvandevijver)

    Hello @puurchantal

    thank you for reaching out to us, we are here to help.

    We have seen this type of issue before and it is most likely related to a problem that is caused by our checkout validation. There are 2 validations occurring during the checkout: our plugins checkout (when you click the PP button) and the WooCommerce validation (that occurs just before the order is created). In your case, this occurred when the iDeal payment was verified. The WooCommerce validation has more requirements to succeed and can sometimes fail the order creation. So the validation can succeed in our plugin and later fail with the WooCommerce validation.

    Only when using Alternative Payment Methods, this can lead to a successful payment and a failed order. Since the payment is not via PayPal, there is not much you can do with PayPal to have the transaction checked.

    There are not many other issues know that can occur while using the iDeal APM, so I hope this helps to explain what occurred here. We are working on improving our checkout validation to avoid this from occurring.
    We do have a possible fix for this issue, but we have not tested this completely. However, if you want to try this out (if you encounter this issue often) you should reach out to us via these instructions.

    Kind regards,
    Joost

    Thread Starter Puurchantal

    (@puurchantal)

    Hi Joost,

    Thank you for your response and clarification.

    It describes exactly what I’ve been thinking.

    I would love to try the fix, as I encounter this now with every order via any mobile device I am just unable to follow the link -> about:blank#blocked

    Could you please send me the instructions again?

    Thanks for your help,
    Chantal

    Plugin Support Syde Joost

    (@joostvandevijver)

    Hello @puurchantal

    Sorry about that, it seems the link I gave you earlier was not correct, please go to this link for the instructions on how to engage us directly: https://paypal.inpsyde.com/docs/request-support/

    Kind regards,
    Joost

    Thread Starter Puurchantal

    (@puurchantal)

    Thank you Joost!

    Plugin Support Syde Joost

    (@joostvandevijver)

    This case is related to the billing detail validation, different that exists between PayPal Payments and WooCommerce and is being worked on. Marking this thread as resolved and will update once fix has been published.

Viewing 6 replies - 1 through 6 (of 6 total)
  • The topic ‘Paypal completes transaction but doesn’t send through the order on Mobile’ is closed to new replies.