failed orders – version 3.0.0

  • Resolved rainsey

    (@rainsey)


    1 year, 2 months ago

    Hi, a customer with a failed order today has claimed they have been charged twice, but no transactions show in paypal. Unfortunately, our plugin logs were disabled.

    WooCommerce shows two failed orders today with the following error:

    Failed to process the payment. Please try again or contact the shop admin. [UNPROCESSABLE_ENTITY] The requested action could not be performed, semantically incorrect, or failed business validation. https://developer.paypal.com/api/rest/reference/orders/v2/errors/#PAYEE_BLOCKED_TRANSACTION CreditCardGateway.php:415 PAYEE_BLOCKED_TRANSACTION Declined by fraud tool ( Fraud Protection / Chargeback Protection ) due to potential fraud risk. Please review your fraud settings.
    OrderEndpoint.php:243 Order status changed from Pending payment to Failed.

    A review of the paypal developer api error log shows:

    “name”: “UNPROCESSABLE_ENTITY”, “details”: [{“issue”: “PAYER_CANNOT_PAY”, “description”: “Payer cannot pay for this transaction. Please contact the payer to find other ways to pay for this transaction.”}],

    Is there any advice on how to best check the above and action a void transaction when the api response doesn’t verify payment? It would appear that no payment has occurred based on the above error logs.

    Thanks

    • This topic was modified 1 year, 2 months ago by rainsey.
Viewing 3 replies - 1 through 3 (of 3 total)
  • Plugin Support Krystian Syde

    (@inpsydekrystian)

    1 year, 2 months ago

    Hello @rainsey

    The response clearly shows that the transaction was declined before payment authorization could take place. Since the payment was refused and no transaction was completed, there is nothing to void in this case. The system never moved to the capture or authorization phase.

    If the customer insists they were charged, the best course of action is to ask them to check their PayPal activity and contact PayPal Merchant Support directly. They should be able to confirm whether any funds were held or moved. From the plugin side, there is nothing else that can be done as the order never reached a state where payment was initiated.

    Let us know if you need anything else.

    Kind Regards,
    Krystian

    Thread Starter rainsey

    (@rainsey)

    1 year, 2 months ago

    Thanks for the prompt response.

    Just to clarify the customer used Advanced Card Processing so there is unlikely any paypal account activities. Can i refer a customer to paypal merchant support to review the matter? or can i request support to review the matter and advise me directly to inform the customer?

    • This reply was modified 1 year, 2 months ago by rainsey.
    Plugin Support Krystian Syde

    (@inpsydekrystian)

    1 year, 2 months ago

    Hello @rainsey

    PayPal is still the payment processor in this case, so the customer can and should still contact PayPal Merchant Support to clarify any payment issues.

    You can also share the logs and error output received from PayPal (like the ones you previously mentioned), and the customer can use this information when reaching out to their bank. This helps them confirm whether any authorization attempt or charge was initiated on their side.

    Let us know if you have any further questions.

    Kind regards,
    Krystian

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

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