Paypal payments payment failed

  • Resolved nickc5115

    (@nickc5115)


    2 years, 10 months ago

    This is a serious issue related to the “Woocommerce Paypal Payments” payment gateway plugin. Payments are failing – seemingly at random. The plugin provides very little logging. There is no reason for why the card is declined, it literally only says “Could not process order. Order status changed from Pending payment to Failed.” in the order notes. This happens multiple times per day and is costing us $.

    Here is what is in our log when the customer order payment fails:

    2022-01-11T20:44:47+00:00 DEBUG POST https://api.paypal.com/v1/identity/generate-token
Response Debug ID: 947ca3ce7f629
Response: Array
(
    [code] => 200
    [message] => OK
)

2022-01-11T20:45:54+00:00 DEBUG POST https://api.paypal.com/v1/identity/generate-token
Response Debug ID: a60ad7155db24
Response: Array
(
    [code] => 200
    [message] => OK
)

2022-01-11T20:46:20+00:00 DEBUG POST https://api.paypal.com/v1/identity/generate-token
Response Debug ID: 75945da93c4c5
Response: Array
(
    [code] => 200
    [message] => OK
)

    We get nothing else. The plugin only logs the error if the exception is a PaypalAPIException or a Runtime exception. I added some code to have it log the error message in our logs so hopefully I will have some more info once we get another failure.

Viewing 8 replies - 1 through 8 (of 8 total)
  • Plugin Support Syde Niklas

    (@niklasinpsyde)

    Hi @nickc5115,

    We regret to hear about the trouble with credit card payments.
    If you encounter sporadic failures with the Credit Card gateway, then temporarily disabling the PayPal Card Processing in favor of the default credit cart smart button may yield more consistent results, albeit with a few drawbacks.

    We are investigating these reported failures and hope to isolate the cause for them as soon as possible. Extended logging will be part of the next update as the problem seemingly occurs before the payment is processed at PayPal.
    If all goes to plan, then there should be a pre-release version available on the GitHub repo around the end of next week: https://github.com/woocommerce/woocommerce-paypal-payments/releases
    If general the stability improvements from the next update do not resolve the problem, then at least the extended logging should provide more insights into potential causes.

    Kind regards,
    Niklas

    I’m glad to see I’m not the only one getting frequent “order failed” messages.

    I’m having to send out a lot of PayPal invoices these days.

    What is the solution for this issue? I have the same exact problem. Some orders just FAIL and no reason other than “Could not process order. Order status changed from Pending payment to Failed.”

    Thread Starter nickc5115

    (@nickc5115)

    There is no fix at the moment. They are working on it. I’ve been emailing with one of their devs and providing them logs to hopefully get a resolution.

    You can, however just use the standard PayPal credit card processing. I found their explanations for how to do this a bit confusing. What you’d do is the the woocommerce settings under the payments tab. Click manage for the PayPal card processing payment method. Uncheck the checkbox that says “enable PayPal card processing”. This will enable credit card options via the normal PayPal route and not the PayPal card processing. If you go to your checkout page, you’ll see a black button for credit/debit card.

    It’s a bit confusing but this has been working for us with no issues.

    • This reply was modified 2 years, 9 months ago by nickc5115.
    • This reply was modified 2 years, 9 months ago by nickc5115.

    Thanks a lot! Actually, I used that method first but then people complained the PayPal Credit Card payment didn’t work either. They got an error. The order didn’t even get to the FAILED status. Then I switched to this one and this one Fails at times and gives no reason why. I just want to figure it out why.

    Plugin Support Syde Niklas

    (@niklasinpsyde)

    Hi everyone,

    We regret the trouble with the PayPal Card Processing. The upcoming update 1.7.0 improves the overall error messaging, for example, if the payment was declined at PayPal as the current error is generic and doesn’t explain anything about what went wrong.
    We also expect a fix for the sporadic order failures that could occur with the PayPal Card Processing for some users (with the same generic error). The fix will likely not yet be included in 1.7.0, but we’ll provide a package with a potential solution to everyone as soon as possible.

    As @nickc5115 mentioned, disabling the PayPal Card Processing gateway will automatically re-enable the default credit card smart button. Most users that reported issues with the PayPal Card Processing had no issues with the default button, so this is the best workaround we can suggest until we have a fix available.

    There will be more documentation explaining all of the features available in great detail sometime in the coming week here: https://woocommerce.com/document/woocommerce-paypal-payments/

    @kapusiv When in doubt, I suggest either creating a separate thread or reaching out from here: https://paypal.inpsyde.com/docs/request-support/
    We can’t be certain that you’re facing exactly the same issue as the thread starter, so we’d like to have a closer look.
    Thanks!

    Kind regards,
    Niklas

    Hello, Is there an updated on this issue. I am having the same problem running version 1.8.1 of the Paypal Payments plugin with the latest version of woocommerce.

    Thanks,

    Amy

    Plugin Support Syde Niklas

    (@niklasinpsyde)

    @aobrien82 Please create your own thread and include a link this one if you think you’re encountering a similar problem.
    Thanks!

Viewing 8 replies - 1 through 8 (of 8 total)
  • The topic ‘Paypal payments payment failed’ is closed to new replies.