Pending payment error and missing notification

  • Resolved Alessandro Oliva

    (@aleoliva)


    2 years, 8 months ago

    Hello,

    One of my B2C customers is currently encountering an important issue with PayPal payments through your plugin on their corporate e-commerce website.

    While transactions are successfully processed on the front-end, in the WooCommerce backend, payments remain pending or on hold.

    Consequently, e-mail notifications for payments are not being received, causing a delay in order processing.

    Current System Details:

    • WordPress: 6.3.1
    • Woodmart Theme: 7.3.1
    • PHP: 8.1.23
    • WooCommerce: 8.1.1

    This issue has arisen recently, as the system previously functioned correctly.

    I’m available to provide further information or technical details if required.

    Best regards.

Viewing 7 replies - 1 through 7 (of 7 total)
  • Thread Starter Alessandro Oliva

    (@aleoliva)

    2 years, 8 months ago

    ` WordPress Environment

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REST API Version: ✔ 8.1.1
WC Blocks Version: ✔ 10.9.3
Action Scheduler Version: ✔ 3.6.2
Log Directory Writable: ✔
WP Version: 6.3.1
WP Multisite: –
WP Memory Limit: 768 MB
WP Debug Mode: –
WP Cron: ✔
Language: it_IT
External object cache: – Server Environment

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NSS/3.53.1

SUHOSIN Installed: –
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Remote Post: ✔
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revision: 855
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woodmart_slide: 2 Security

Secure connection (HTTPS): ✔
Hide errors from visitors: ✔ Active Plugins (29)

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Disable Comments: by WPDeveloper – 2.4.5
GTM4WP: by Thomas Geiger – 1.18.1
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advanced-cache.php: advanced-cache.php
maintenance.php: maintenance.php Settings

API Enabled: –
Force SSL: –
Currency: EUR (€)
Currency Position: left
Thousand Separator: .
Decimal Separator: ,
Number of Decimals: 2
Taxonomies: Product Types: external (external)
grouped (grouped)
simple (simple)
variable (variable)

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exclude-from-search (exclude-from-search)
featured (featured)
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Connected to WooCommerce.com: –
Enforce Approved Product Download Directories: –
HPOS feature screen enabled: –
HPOS feature enabled: –
Order datastore: WC_Order_Data_Store_CPT
HPOS data sync enabled: – WC Pages

Shop base: #2387 - /negozio/
Carrello: #2388 - /carrello-2/
Pagamento: #2389 - /pagamento/
Il mio account: #9 - /my-account/
Termini e condizioni: ❌ La pagina non è impostata Theme

Name: Woodmart
Version: 7.3.1
Author URL: http://themeforest.net/user/xtemos
Child Theme: ❌ – Se stai modificando WooCommerce o un tema genitore che non hai costruito personalmente
ti consigliamo di utilizzare un tema child. Vedi: Come creare un tema child

WooCommerce Support: ✔ Templates

Overrides: woodmart/woocommerce/archive-product.php
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woodmart/woocommerce/single-product/rating.php
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woodmart/woocommerce/single-product/sale-flash.php
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woodmart/woocommerce/single-product/title.php
woodmart/woocommerce/single-product/up-sells.php
woodmart/woocommerce/single-product-reviews.php
woodmart/woocommerce/single-product.php Admin

Enabled Features: activity-panels
analytics
product-block-editor
coupons
core-profiler
customer-effort-score-tracks
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wc-pay-promotion
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Disabled Features: customize-store
minified-js
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Daily Cron: ✔ Next scheduled: 2023-09-30 12:27:50 +02:00
Options: ✔
Notes: 133
Onboarding: completed WooCommerce Payments

Version: 6.5.1
Connected to WPCOM: Sì
Blog ID: 141059629
Account ID: acct_1JSIuH2HlKothH9U Action Scheduler

Operazione annullata: 6
Oldest: 2023-09-28 08:30:47 +0200
Newest: 2023-09-28 08:30:47 +0200

Completato: 32.444
Oldest: 2023-08-29 23:02:22 +0200
Newest: 2023-09-29 22:53:27 +0200

Operazione non riuscita: 30
Oldest: 2023-02-16 17:34:58 +0100
Newest: 2023-03-29 13:34:33 +0200

In attesa: 9
Oldest: 2023-09-29 22:56:24 +0200
Newest: 2023-10-02 17:15:53 +0200 Status report information

Generated at: 2023-09-29 22:55:22 +02:00
`
    Thread Starter Alessandro Oliva

    (@aleoliva)

    2 years, 8 months ago

    Is there any news on this case? Thank you in advance and best regards.

    Plugin Support WebToffee Support

    (@webtoffeesupport)

    2 years, 8 months ago

    Hi @aleoliva,

    Greetings from WebToffee support.

    To help us better understand the issue, please share the PayPal log of the affected orders from the WooCommerce > Status > Logs page and the screenshot of the plugin settings page.

    Thread Starter Alessandro Oliva

    (@aleoliva)

    2 years, 8 months ago

    Hi @webtoffeesupport ,

    I checked but there aren’t logs about PayPal in WooCommerce > Status > Logs

    Here screenshots about payment settings:

    https://ibb.co/c2DqJR3
    https://ibb.co/XWVhJ4q
    https://ibb.co/bLPYh4s

    Best regards.

    Plugin Support WebToffee Support

    (@webtoffeesupport)

    2 years, 8 months ago

    Hi @aleoliva,

    Unfortunately, the URLs to the screenshots are not working anymore. Could you please disable the Skip review page option and check if the issue persists.

    The orders will be marked as pending payment when the PayPal payment buttons are clicked to complete the payment. Suppose the buyer exits the payment page (after or before payment) before redirecting to the site. In that case, the order status remains in pending payment status as the final API calls to update the status won’t be performed.

    To prevent such scenarios, you may disable the Skip review page so that the buyer would be asked to go back to the site to complete the order.

    Please check it out and let us know if the issue is resolved.

    If the issue persists, please set the plugin in sandbox mode on a staging site and share its URL with us. That way we would get a better understanding of the issue.

    Plugin Support WebToffee Support

    (@webtoffeesupport)

    2 years, 7 months ago

    Hi @aleoliva,

    We haven’t heard back from you. We hope you were able to fix the issue.

    We are marking this thread as resolved as it has been inactive for a while. You may create a new thread if the issue persists.

    Thread Starter Alessandro Oliva

    (@aleoliva)

    2 years, 7 months ago

    Hi dear @webtoffeesupport,

    In the past weeks I monitored the situation of my B2C customer and the problem proved to be only temporary as then the plugin and related functionality returned to working properly.

    Thank you for your support and best regards.

Viewing 7 replies - 1 through 7 (of 7 total)

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