PayPal pay on invoice does not automatically switch status

  • Hi WooCommerce PayPal Payments Team,

    When a user uses the “pay on invoice” option PayPal automatically pays the funds and issues the customer. So in theory the plugin should automatically set the order to “processing” once PayPal received the order but this is not done. The order stays on “on hold” and if noone is checking the order manually the order stays on that status which ultimately leads to the customer waiting for his product wondering why he does not receive any goods.

Viewing 1 replies (of 1 total)
  • Plugin Support Krystian from Syde

    (@inpsydekrystian)

    Hello @bastianfiessinger

    I apologize for the delay; we encountered difficulties in reproducing this issue and tested several scenarios.

    PUI payments?rely on PayPal webhooks. When the PUI order is created, it goes to “On hold” status. It remains in this status until PayPal sends a webhook with the payment confirmation. Then it will automatically switch the status to Processing and send an email to the buyer with payment instructions.

    • if the webhook doesn’t arrive, the order remains in “On hold” status until after a while it may be set to “Failed” status
    • if order status is manually changed from “On hold” to “Processing” before the webhooks arrived, the buyer will receive an email with incomplete payment instructions (e.g. missing bank account details – so they wouldn’t know where to pay the money)
    • so it’s pivotal that webhooks are working correctly:?https://woocommerce.com/document/woocommerce-paypal-payments/#PUI-email-notification

    To address this, please ensure that the webhooks are correctly set up and functioning. You can verify and manage this through the following steps:

    1. Navigate to the Connection tab in your PayPal Payments plugin settings.
    2. Enable the Logging checkbox to keep track of incoming webhook events.
    3. Scroll down to the Webhooks Status section and click on ‘Resubscribe’ to refresh your webhook subscription.
    4. After the page reloads, click ‘Simulate’ to test if the webhooks are being received properly. It may take a few moments for a confirmation message to appear. If you encounter an error during this test, it’s important to review the log files.

    You can access the logs by going to WooCommerce > Status > Logs. From there, select “woocommerce-paypal-payments-[…]” in the dropdown menu and click on “View.” Please send us the most recent log file with the current date, as it will help us diagnose the issue more accurately.

    Let us know how the webhook simulation goes, or if you encounter any further issues.

    Kind Regards,

    Krystian

Viewing 1 replies (of 1 total)
  • You must be logged in to reply to this topic.