Hi @jiujitsuqueenz,
I understand how frustrating this must be, especially when a customer is ready to buy but runs into an error during checkout. It’s even more confusing when other US-based customers are able to complete their purchases successfully. Thanks for sharing the details you’ve observed in the Orders section.
To help us dig deeper, could you let us know which payment method you’re currently using (for example, Stripe, PayPal, or another gateway)? Also, when did you first start noticing this issue? Was it after a recent update, or is this a newly launched store?
When you have a moment, please share your System Status Report from WooCommerce > Status. You can copy the full report and paste it into https://pastebin.com or https://gist.github.com, then drop the link here.
Once we have that, we’ll take a closer look and help you figure out what’s going on!
It looks like the website is using Mollie Payments for WooCommerce . Here are few things you could do:
1. Login to Mollie account and check for any events related to this order. You may likely see a rejection with reason.
2. You may want to browse to WooCommerce > Orders , click on the order, and check the order notes to the right. Can you mask any specific payment details and share the rest of the message that you see there?
3.
I see in WooCommerce at Orders that 1 payment is cancelled and 1 payment is pending
If you see this, it would mean the user either reloaded the site, or cancelled the payment during checkout, and your site is still awaiting payment for the order. If the payment is abruptly canceled, it could also happen if the issuing bank’s fraud process, for some reason, flags the transaction and blocks it. It is not uncommon for legit sites to see this happen. It usually fixes by using an alternate payment method or if the user tries after sometime.
We will be able to help better if you share the details asked by @lovingbro , while checking for the common issues i have mentioned here.
Hi,
The order notes say first “Unpaid order cancelled – time limit reached. Order status changed from Pending payment to Cancelled.” and then “Order contains Mollie payment method, but not a valid Mollie Order ID. Canceling order failed.” I’m not sure what the chronological order of the messages is.
I have updated to the latest version of WordPress and Woocommerce.
Hi there,
Thanks for sharing those order notes and confirming that you’re using the latest versions of WordPress and WooCommerce.
From the messages you’re seeing:
- “Unpaid order cancelled – time limit reached” is a standard WooCommerce message. It typically means the order wasn’t paid within the Hold Stock time (set under WooCommerce → Settings → Products → Inventory) and was automatically cancelled.
- “Order contains Mollie payment method, but not a valid Mollie Order ID. Canceling order failed.” indicates that WooCommerce tried to cancel the order, but Mollie couldn’t process the cancellation because the payment was never properly initiated or linked (hence the missing Mollie Order ID).
The order of these messages suggests:
- WooCommerce triggered an auto-cancel due to time limit.
- Then Mollie attempted (and failed) to cancel something that was never created properly on their side.
This often happens if:
- The customer abandons the payment before reaching the Mollie gateway.
- There’s a temporary communication issue between your site and Mollie.
I would suggest you:
- Double-check your Hold Stock setting (WooCommerce → Settings → Products → Inventory) and increase it if needed.
- Check your Mollie plugin version and update it if available.
- If the issue persists or happens frequently, I recommend reaching out to the Mollie plugin support team with a few affected order IDs so they can look deeper into the Mollie order creation process.
Hi thanks so much for looking into this! How do I contact the Mollie plugin support team if need be?
We haven’t heard back from, so I’m going to mark this as resolved. Please open a new thread if you need more help.
If you have a few minutes, we’d love if you could leave us a review: https://ww.wp.xz.cn/support/plugin/woocommerce/reviews/
