Randomly On Hold, despite set to capture

  • Resolved tufty

    (@tufty)


    2 years, 10 months ago

    I’ve just had a random On Hold order despite all other Paypal orders going straight to Processing because the plugin is set to capture.

    “PayPal order payment is set to PENDING status, details: The captured payment is pending manual review.”

    Any idea why this might be happening?

    Thanks

Viewing 6 replies - 1 through 6 (of 6 total)
  • Plugin Support Syde Niklas

    (@niklasinpsyde)

    Hi @tufty,

    This means PayPal is reviewing the payment before it completes.
    Once PayPal has cleared the payment, the order should automatically update the status to processing (webhooks must be subscribed for this).
    When in doubt regarding any transactions, I suggest reaching out to the PayPal MTS to receive more details about what’s holding the payment.
    Thanks!

    Kind regards,
    Niklas

    Thread Starter tufty

    (@tufty)

    Hi, actually that was the first thing I checked and I could find no issue within Paypal to suggest there was anything pending.

    Plugin Support Syde Niklas

    (@niklasinpsyde)

    Hi @tufty,

    Usually, these “under review” payments don’t appear in your PayPal merchant dashboard until it was cleared by PayPal.
    This can happen for example when a fraud protection system is activated because of suspicious activity.
    But it’s difficult to say as this is always decided on PayPal on an individual basis and I hope the MTS was able to provide more assistance.

    Kind regards,
    Niklas

    Thread Starter tufty

    (@tufty)

    Hi there,

    Sorry, I may have been unclear. These are payments that appear in the PayPal dashboard as fully authorised, not as pending. And the corresponding order in WC shows as on-hold. This happens on a small but significant propotion of Paypal orders through WooCommerce PayPal Payments. And it does not occur at all when I am using WooCommerce PayPal Checkout Gateway.

    I was also encountering intermittent Paypal payment failures only with WooCommerce PayPal Payments, so I have now reverted to WooCommerce PayPal Checkout Gateway.

    Best regards

    Plugin Support Syde Niklas

    (@niklasinpsyde)

    Hi @tufty,

    Apologies for getting back just now and for the trouble.
    We would like to learn more about the payment failures you describe.

    The log files are likely gone by now but in case you tried again and are still encountering this issue, we’d be happy to look into it further.

    We wouldd appreciate it if you could send us a message with a copy of your system report from here so we can learn a bit more about the site configuration: https://paypal.inpsyde.com/docs/request-support/
    Please include a link to this thread then.
    Thanks!

    Kind regards,
    Niklas

    Plugin Support Syde Joost

    (@joostvandevijver)

    Since we haven’t heard back from you, I’m going to mark it as resolved.
    In case you’re still having problems, feel free to let us know!

Viewing 6 replies - 1 through 6 (of 6 total)
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