Fionder

I have just checked again this morning and once again the pending payments were in the bin. I checked the scheduled actions and there have been three since then (similar to yesterday):

wc-admin_import_orders

wp_mail_smtp_admin_notifications_update

woocommerce_marketplace_fetch_promotions

I am assuming that one of these is triggering the issue. I will try deactivating the wp mail smtp plugin to see whether this is the problem. I’m not sure how I can test the others.

Hi

Yes, they are all orders with pending payment status as per Julie Chen above.

I have been trying a conflict test on a staging site as it would be too disruptive to do so on the live site. However, I have not been able to repeat the issue and wonder if this is because there are no new orders going onto it.

Hi

Thank you for your reply.

When I logged in earlier today the pending payment orders were still under “Pending” in the order list. I have just logged in again and they have been moved to the bin. Here is a screenshot of the Scheduled actions that have occurred since I last checked the website.

Are there any of these actions that could have caused the pending payments to be transferred to the bin?

Aaah! Thank you, yes that makes sense. I have two logins to the website so have just done exactly as you suggest with the same result. I had already noticed that the end customer had two logins so presume maybe that she has logged in with the other one to try and pay.

Unfortunately the issue of pending orders being transferred to the bin has still not been resolved. It seemed to stop for a couple of days, so I was hoping it was resolved. I think it is happening with some sort of scheduled event. I deactivated all plugins on the staging site and have been gradually reactivating them, but so far have not replicated the issue.

Me too!

Hi

Apologies for the delay in getting back to you.

I still have the issue with the customer who has the message “This order cannot be paid for. Please contact us if you need assistance.” I haven’t been able to test whether or not she can purchase a product by manually adding it to the cart – unfortunately the customer is not known to the website owner so it is difficult to ask her to help us test the system! There is nothing in her user profile that indicates that she is any different from any other user.

However, I have just found some other pending payment orders with the same issue and have noticed that it appears to happen if the customer is already a user and selected from the “Customer” drop down list. If no customer is selected and the order is created as a guest order the problem does not arise.

Does this help to identify the problem?

Many thanks.

Hi

Here is a link to the order: https://www.animalaromatics.co.uk/checkout/order-pay/5290/?pay_for_order=true&key=wc_order_vTe4lspcavrzw

I still have the issue that Pending orders are being transferred to the Bin. I am not sure when this is happening. As this is generally caused by a conflict I deactivated the WP Mail Logging plugin, as this was the only new plugin on the website. However I have just logged into the website and checked the orders and note that the pending orders were again in the Bin so I have restored them once more and reactivated the WP Mail Logging plugin.

I have created a staging site based on a current backup. I have switched to Storefront and deactivated all plugins except WooCommerce. I checked the original order, and it still shows “This order cannot be paid for. Please contact us if you need assistance.”

I recreated the order to the same person with the same product and got the same message.

I created another order to the same person with a different product and got the same message.

I created another order to myself with the same product and the order was OK.

This suggests that it has something to do with this particular customer.

I will leave the staging site running to see whether the pending orders are transferred to the Bin. However, this is going to be very long-winded if I need to reactivate every plugin one at a time and wait up to a day to see whether the problem persists!

Hi

I discovered that the order with the issue had moved to the Bin. I have now restored it, but don’t know where to find the order link? Please can you help me with this.

The error “Your website appears to use Basic Authentication, which is not currently compatible with Application Passwords.” has now been resolved by the hosting company.

The website owner has now reported that neither she nor her customers are now receiving WooCommerce notifications since a couple of days ago. Yesterday I installed WP Mail Logging and it appears that emails were sent for an order received last night, so this problem may have been temporary. However I am trying to install WP Mail SMTP to try to avoid the issue, but am currently having issues with the Brevo website – will try again later.

The website owner has also reported that orders she generates herself from Orders then clicking onto add orders are going into trash and therefore cannot be paid by her customers. She said that the orders subsequently disappear, but I found them in the Bin and restored them. She says she did NOT delete these orders so I don’t know how they came to be in the Bin.

I don’t know whether it is helpful, but the order with the payment issue is one of four orders she created herself from Orders. I have noticed that the other three orders had the Customer as “Guest” but the one with the issue had the Customer selected from the list of customers.

Thanks for your help with this – much appreciated!

Hi

FYI The hosting company has now fixed the basic authentication issue, although still not sure that this would have been causing the this order cannot be paid for issue.

Hi

Sorry, the client has now told me that she had had this issue on other orders. She says she also tried to recreate this order and got the same problem. Unfortunately she has now deleted this order and there aren’t any others at the moment that are pending that give the same message.

I copied a backup from last week to a staging platform and tried creating an order as Web Admin to myself (as I am listed as a customer on the system) for the same product that was on the order with this issue. This does not give me the This order cannot be paid for message.

I don’t think the stock level can be an issue as she doesn’t seem to use the inventory facility.

I am assuming from this that it may be an issue with the customer, but can’t see anything that particularly stands out. The customer has a gmail account, but there are many other customers who also have a gmail account so I think the issue would be more common if this was the problem. On all user profiles there is a message under Application Passwords saying “Your website appears to use Basic Authentication, which is not currently compatible with Application Passwords.” But this is the same for all users, so again, I can’t see that this is likely to cause the problem.

This customer does have two user IDs – the nickname and email addresses are different, but other information such as the address is the same.

Do you have any suggestions please?

Many thanks for your help – much appreciated!

Hi

Thanks for your reply. No, as far as I can see this is the only order with this issue. It was raised by the Web Admin, but there are some other orders showing that have also been raised by the Web Admin and these don’t have the same issue.

Here is a screenshot of the order notes:

Thanks for this. On this particular page I don’t want any links in the excerpts but I do want them on another page, so I have added the page id class to the CSS and it is working perfectly. Thank you so much!

Thanks for your reply. I thought about trying to use CSS but couldn’t see a class for the Read More link. I have just tried adding the CSS you suggest but unfortunately it hasn’t worked ??

Do you have any other suggestions please?

Thank you…

Hi Tobias

Thanks for your reply and apologies for the slow response.

I realise now that this is required when working in a WordPress site that is in the Gutenberg editor. For various reasons, most of the websites I have created use the Classic editor, and in that you only need to click once in the cell to be able to edit it. This is why I was confused when this didn’t work in a site that I was working on that uses the Gutenberg editor.

Many thanks for your help.