PayPal issues…order paid but on failed status

I got feedback that the issue was with an update 1.6.2 that it will void subscription payments if no payment method is saved and will likely be fixed in their next update. Now to look for an older version of the plugin.

Hi @piotrszczesniak,

What does it say in the order notes for the failed order? Could you maybe share a screenshot?
A more relevant error message should be displayed there following the 1.7.0 update but the plugin log files will contain more details beyond that.

@euphemism This has nothing to do with the behavior reported in this thread though as Vaulting/Subscriptions are not used here. The next update will reduce false negatives causing the error, but if you have any particular questions in that regard, please open a separate thread. Thanks!

Kind regards,
Niklas

Hi @niklasinpsyde

Here’s the screenshot of the order that failed but PayPal recorded that money was taken from her account — https://www.loom.com/i/327de4e5458242cd8d9e6b9a66a9e9b3

Here’s a screenshot from our PayPal transaction details saying the payment is completed (!) — https://www.loom.com/i/2b908b7a15db4df985f455ce42a27299

If there any logs from PayPal plugin somewhere in WordPress I am happy to send it over but please give me directions ??

hi @niklasinpsyde

I have resubscribed webhooks – not sure if it has sth to do with our issue but when I simulated the webhook I got an error so I resubscribed and got success simulation.

https://loom.com/i/314cfad11b4c455b8e896b359eb11100

Hello,

In order to get the error logs from our plugin, you will need to enable “logging” on our plugin’s settings. You can enable logging here: WooCommerce > Settings > Payments > PayPal > “Logging”.

After you have done this, the next time you encounter this error, a log should be added in your logs here:
– WooCommerce > Status > Logs > select “woocommerce-paypal-payments…” in the dropdown and click on view.

Kind regards,
Joost

@joostvandevijver

Hello! Thanks!

I see the logs but it’s hard to read them. I believe I shouldn’t share them publicly as they include customers’ data.

There was one order that failed at first but after some time changed to processing. Can it be that the first attempt to authorize failed and the customer re-authorize successfully the other time?

• This reply was modified 2 years, 7 months ago by Piotr Szcze?niak.

Hello @piotrszczesniak

yes, it can take some time before PayPal gets the payment confirmed and only then sends the confirmation to WooCommerce, so yes, that would be no issue from our plugin.

If you do see more failures and want us to take a look at the logs, you can engage us via these instructions.

For now, I will mark this thread as resolved and we will see your engagement in our service desk if our continued support is required.

Kind regards,
Joost