Failed Orders

  • Resolved ronanwni

    (@ronanwni)


    4 years, 3 months ago

    Hi there,

    My client has been getting a lot of failed orders recently when people are paying via cards, via the “PayPal Card Processing” method.

    In the backend of the order, within the order notes, it simply states the below, which isn’t much to go off:
    “Could not process order. Order status changed from Pending payment to Failed.”

    My client originally believed it may just be happening on orders when a user clicked a link on their Facebook page posts to go through to the website, and as such would be using the Facebook in-app browser. My client believed this as she had two users in a row that failed to make orders and she got in contact with them both and that is how they placed the order. I then tried this myself and my order also failed.

    Since that though I have been able to make a successful order via clicking a link on one of their Facebook posts and getting to the website via the Facebook in-app browser and so has a colleague of mine but failed orders are still coming in (whether are not they are via Facebook, i’m not sure).

    I believe the whole Facebook thing may be a bit of a “red herring” as such though, and may be nothing to do with it / just a coincidence but just thought I would mention that just incase.

    Do you have any idea how I can debug what is going on with these errors?

    Thanks,
    Ronan

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

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

    (@niklasinpsyde)

    4 years, 3 months ago

    Hi @ronanwni,

    If this affects PayPal Card Processing orders, in particular, then the upcoming plugin update 1.7.0 should help.
    Some users have reported an issue that could potentially cause certain PayPal Card Processing orders to fail with a generic Error processing checkout message.
    If you experience any similar issues with card payments, we would recommend disabling the PayPal Card Processing until the next update.

    There’s a pre-release version available for testing from GitHub but I would not yet suggest using it on a live site while we are testing: https://github.com/woocommerce/woocommerce-paypal-payments/releases
    Anyway, we regret the stability concerns with card payments and expect the new update to be released in the coming days.

    Kind regards,
    Niklas

    twowithink

    (@twowithink)

    4 years, 3 months ago

    Hi Niklas,

    We received a second “ERROR Payment failed: Payment provider declined the payment, please use a different payment method.”

    I contacted the customer to get details on the transaction process. He said he was using a Visa debit card on the Credit Card payment option, and it said that payment method was not available.

    3D Secure was set to No 3D Secure but is now set to 3D Secure When Required (I guess in case a pin is required).

    It seems the problem with failed orders is with the PayPal Card Processing option.

    Thoughts?

    • This reply was modified 4 years, 3 months ago by twowithink.
    Plugin Support Syde Joost

    (@joostvandevijver)

    4 years, 1 month ago

    Hello,

    the issues with 3DS should have been resolved in our last releases. I would expect this issue to not occur any longer or to be originating from the customers’ end.

    If you still encounter this issue, please open a new thread with logs or open a ticket via our service desk.

    Kind regards,
    Joost

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

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