Payer action required, possibly overcharge – ERROR

  • rangeandcountry

    (@rangeandcountry)


    2 weeks ago

    We’ve been seeing a few orders come through with a FAILED status in the past week or so and it has the following automated message

    “Payer action required, possibly overcharge. Payer needs to perform the following action before proceeding with payment. Order status changed from Pending payment to Failed.”

    Some of these customers have gone on to submit a successful order in which PayPal payment was taken successfully. We can not see anything consistent across these orders that would trigger this error (shipping costs, tax etc..)

    Any help would be appreciated

Viewing 4 replies - 1 through 4 (of 4 total)
  • Plugin Support Krystian Syde

    (@inpsydekrystian)

    2 weeks ago

    Hello @rangeandcountry

    Please follow these steps to share your system status report with us so we can take a look on your checkout page.

    1. Navigate to the WooCommerce / Status section in your site’s admin panel.
    2. Click on the Get system report button and then click Copy for support.
    3. Paste the report into our PrivateBin.
    4. After uploading, please share the link here so we can review the details thoroughly.

    We are waiting for your system reports to proceed with the analysis.

    Kind regards,
    Krystian

    Thread Starter rangeandcountry

    (@rangeandcountry)

    2 weeks ago

    https://privatebin.syde.com/?c5b1ba186e564eb9#FFsuHJJ3b2dEvhFmr7KmX6WZHS5w7CrhapbCVUPrfrBd

    Plugin Support Krystian Syde

    (@inpsydekrystian)

    2 weeks ago

    Hello @rangeandcountry

    Thanks for sharing, from this perspective everything looks clean and I don’t see anything obvious causing the issue. To investigate this further, could you please share:

    • the order ID that was affected
    • logs from the exact day when the issue occurred

    You can get the logs here:

    1. Go to WooCommerce → Status → Logs
    2. Select the latest log file starting with woocommerce-paypal-payments matching the date of the issue
    3. Copy the content and upload it to https://privatebin.syde.com/
    4. Share the new PrivateBin link with us

    It would also help if you include a screenshot of the order (showing order notes), so we can correlate it with the logs. If you prefer not to share this publicly, you can also open a ticket here: https://paypal.inpsyde.com/docs/request-support/

    Kind Regards,
    Krystian

    Thread Starter rangeandcountry

    (@rangeandcountry)

    2 weeks ago

    Thanks I have opened a ticket

Viewing 4 replies - 1 through 4 (of 4 total)

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