Some PayPal payment incorrectly have Order Status as “Cancelled”

  • Resolved Beautiful Bizarre Magazine

    (@beautifulbizarre-magazine)


    2 years, 1 month ago

    We have an increasing problem with orders successfully paid for with PayPal being given the Order Status of “Cancelled”, with the order notes saying: “Unpaid order cancelled – time limit reached. Order status changed from Pending payment to Cancelled.”

    This appears to be very random, the bulk of PayPal paid orders are correctly given the Order Status of “Processing” for physical orders or “Completed” for digital orders, but some – and the numbers are increasing – are marked “Cancelled” instead. Our only solution currently is extremely tedious, given the volume of our orders, we have to check every order marked as “Cancelled” against PayPal to see if the payment was actually received – something that is made more difficult as the email used for PayPal is quite often different from the email given in our WooCommerce store. Please help!

    The page I need help with: [log in to see the link]

Viewing 2 replies - 1 through 2 (of 2 total)

  • Hi @beautifulbizarre-magazine

    Thanks for reaching out!

    We have an increasing problem with orders successfully paid for with PayPal

    Can you please confirm what PayPal plugin are you using here? Kindly be informed that PayPal Payments is our recommended PayPal extension.

    If you’re unsure, please share your System Status Report that you can find via WooCommerce > Status. Select Get system report and then Copy for support. Once you’ve done that, you can paste it into your reply here.

    given the Order Status of “Cancelled”, with the order notes saying: “Unpaid order cancelled – time limit reached. Order status changed from Pending payment to Cancelled.”

    Can you please share with us a clear screenshot of what you see on your end so that we could address you more effectively?

    If you don’t already have a screenshot service installed, you can try https://snipboard.io or https://skitch.com/. You can share the direct link to the image as a response to this topic.

    Additionally, if you could also provide the fatal error logs (if any) under WooCommerce > Status > Logs.

    Thanks!

    Plugin Support Gabriel – a11n

    (@gabrielfuentes)

    We haven’t heard back from you in a while, so I’m going to mark this as resolved – we’ll be here if and/or when you are ready to continue.

Viewing 2 replies - 1 through 2 (of 2 total)
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