Some PayPal Payments fail

  • Resolved ydmedia

    (@ydmedia)


    1 year, 1 month ago

    Hello,

    we are experiencing some problems with PayPal payments on our Shop: Some Payments (approx. 30-40% of all payments trough PayPal) fail and dont go trough. Upon failing we receive this message in the order details (translation from German):

    “Order could not be retrieved. Perhaps it has already been completed or this browser is not supported. Please check your email or try again with a different browser. PayPalGateway.php:553 Order status changed from Payment Pending to Failed.”

    As you can imagine, this is really hurting our business because we are losing orders and customers. I can provide more information any time to solve this issue as fast as possible.

    Any help on this matter would be highly appreciated. Thank you in advance.

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

Viewing 3 replies - 1 through 3 (of 3 total)
  • Plugin Support Syde Joost

    (@joostvandevijver)

    Hello @ydmedia

    Thank you for reaching out to us, we are here to help.

    I have seen some instances of this issue, but most merchants have not continued investigating this issue with us (or simply haven’t told us they got it resolved).

    In older requests, I saw that the last thing we advised to do, was to downgrade the plugin to version 2.2.0 and see if the issue continued. I am not sure if this is the best way to go, though, because other, already resolved issues, could show up. Maybe the next 2 options are better options to try first!

    It could be that you encountered this issue after updating one of the last releases, there is a good chance you are caching the PayPal scripts and haven’t cleared your cache after updating the plugin. Please do this and see if this resolves the issue.

    One last option is that the API return URL is affecting the response from PayPal. There is a small update in our upcoming release for this. You can already test the beta version for this release here.

    Let me know if this helped. If it does not, you might want to open a private thread with us, so we can easily exchange details and get your system report and logs.

    Kind regards,
    Joost

    Thread Starter ydmedia

    (@ydmedia)

    Hello Joost,

    Thank you very much for your detailed feedback.

    This problem exists since launching our shop in July this year – so maybe we can rule out any problems with the latest updates? 

    Also we don’t use any caching plugins on our site. 

    I created a support request and provided the system report.

    Thank you and have a good day

    Plugin Support Syde Joost

    (@joostvandevijver)

    Hello @ydmedia

    thank you for opening the private support thread with us, we will continue on this engagement (# 172359). I will mark this thread as resolved, we can always update the thread with the solution for the community when we find it.

    Kind regards,
    Joost

Viewing 3 replies - 1 through 3 (of 3 total)
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