Hi @gsng
Thank you for contacting WooCommerce support. I understand that you’re facing an issue where the order status is not updating from “Failed” to “Processing” after the customer successfully changes the payment method.
To assist you better, could you provide a bit more information? Specifically:
- Is this an issue that started happening recently, or has it been ongoing for some time?
- Does this problem occur with all orders, or is it specific to a particular customer or payment method?
- Can you share a screenshot of the order notes from an affected order?
If you don’t have a screenshot tool, you can use Snipboard.io to quickly capture and share screenshots.
It would also help us to review your current System Status Report to gain more insight into your setup. You can find this report in your WooCommerce dashboard by going to WooCommerce > Status. From there, please select Get system report and then Copy for support.
If there are any fatal error logs, please share those as well. These can be accessed under WooCommerce > Status > Logs.
Once you’ve gathered this information, please paste it into a Code block in your reply or use pastebin.com and share the link with us.
Looking forward to your reply so we can assist further!
Thread Starter
gsng
(@gsng)
Hi, this is the first time. Usually when customer failed to make payment for the first time, they will create a new order and made the payment, so when I view the order page, there will be two orders, one failed and one processing. But this time is different.
Only one order happened so far. She failed to make payment with e-wallet for two times, and then third time change to online banking and successful, but the order status remained ‘failed’.
Here’s the screenshot:
https://snipboard.io/F63VJu.jpg
Thank you.
Hi @gsng,
Thank you for the screenshot!
From the screenshot you’ve provided, it looks like the order status has already been updated to “Processing.” This indicates that the payment was successfully received, and the order is now being handled as expected.
If the issue reoccurs in the future, you may want to verify that any caching plugins or services aren’t delaying updates on your site.
Feel free to let us know if you have further questions or concerns!
Thread Starter
gsng
(@gsng)
Hi, the status is updated manually by me, by right it should be automatically update the status from ‘failed’ to ‘processing’ right? But it didn’t happened, so I have to change the status manually after told by customers.
Hi @gsng ,
Thank you for confirming that you manually updated the order status.
It seems the issue is related to the communication between ToyyibPay and WooCommerce after a successful payment. WooCommerce relies on payment gateway notifications (webhooks) to update the order status automatically. If the webhook isn’t received or processed properly, the order status will remain unchanged.
Have you had a chance to contact the payment gateway plugin author about this? It’s possible that the gateway either didn’t send the confirmation to WooCommerce or there was a delay in the communication. Based on your setup, it looks like you’re using the following plugin: ToyyibPay for WooCommerce.
Here are a few steps you can take to troubleshoot further:
- Enable Debug Logging:
- Go to WooCommerce > Settings > Payments > ToyyibPay (or equivalent).
- Enable debug logging to capture detailed information about transactions.
- Review Logs:
- Navigate to WooCommerce > Status > Logs and look for any errors related to the successful payment.
Additionally, it would be helpful to review your current System Status Report for more insights into your setup. You can find this in WooCommerce > Status. From there:
- Select Get system report and then Copy for support.
- Paste it into a code block in your reply or use pastebin.com to share the link with us.
Please let us know what you find, and we’ll assist further!
