Paypal IDEAL payment funds not received, no order created

Hello,

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

Since in this situation, no order was created, there is no reference on our side for investigating this issue (no PayPal transaction ID or order ID). The only thing you could do is to check with PayPal Merchant Technical Support including the time (+date/timezone) of the transaction and ask they if they can find any reference to this transaction. However, I would think the customer will have more options to check with their bank to review the transaction to see what is the status of this transfer.

We are currently reviewing this situation again, with the hope that we can resolve this. However, this issue is not just something that occurs with our payment method, but other payment methods are encountering the same problem with such push payment methods. I will link this thread to this new effort, so you will be updated once we have any update on this matter.

Please let me know if there is anything else we can do for you.

Kind regards,
Joost

Hi, thanks for the reply – I have contacted paypal tech assistance as suggested. The customer’s bank statement screenshot does contain reference numbers, but i’m not sure if they are related to paypal. I would be happy to forward the screenshot privately if this could help resolve the issue.

Hello @thomsonson

This reference is of no value to me and my team, but it could be valuable to the PayPal Merchant Technical Support, so I would suggest to reach out to them with this information. My team only supports the plugin, and we do not have any access to the payment information on the backend of the PayPal system, so we cannot review any of the payment information.

Please see if PayPal can identify any cause for this problem and let us know. However, this issue is most of the time caused by the billing details verification that fails after the push payment is performed. If that is the case, MTS will most likely say there was no order created by the plugin (which is correct) and that that is the cause why the payment was not accepted. In this situation, there is most likely a mistake in the billing details made by the customer…, there is not much we or you can do about this for this instance. We are working on improving the billing details verification from our end, so that it should behave the same as the one WooCommerce uses.

This ticket is linked to the improvement ticket that we have open for this matter, and you should be informed when we release this improvement. However, we do see that other payment methods that have iDEAL included encounter similar issues, so we are not sure if they can be avoided completely. We will surely do our best to make the best possible solution for this matter.

Please let me know if you have any more questions, need our continued support, or if we can resolve this thread.

Kind regards,
Joost

Hello,

It has been quite some time since our last communication, so we will mark this thread as resolved. Please open a new thread if you are still facing issues or have questions that you need us to answer.

Kind regards,
Joost