Title: Wrongfully cancelled orders?
Last modified: April 28, 2020

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# Wrongfully cancelled orders?

 *  Resolved [mbschmoop](https://wordpress.org/support/users/mbschmoop/)
 * (@mbschmoop)
 * [6 years, 1 month ago](https://wordpress.org/support/topic/wrongfully-cancelled-orders/)
 * To put it shortly:
 * Customer orders a product. The payment is completed and confirmed by our payment
   service providers. It’s via transfer, so we know for sure the payment is safe
   and sound.
 * However: no confirmation e-mail is sent either to us or to the customer (impossible
   to know a new order came in). And when we check on woocommerce orders it says
   cancelled.
 * EDIT: When checking the order notes it says “Unpaid order cancelled – time limit
   reached. Order status changed from Pending payment to Cancelled.”
 * It’s a new thing (started yesterday), and not for all orders.
 * No idea what’s going on?
    -  This topic was modified 6 years, 1 month ago by [mbschmoop](https://wordpress.org/support/users/mbschmoop/).

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

 *  [Phil](https://wordpress.org/support/users/fullysupportedphil/)
 * (@fullysupportedphil)
 * Automattic Happiness Engineer
 * [6 years, 1 month ago](https://wordpress.org/support/topic/wrongfully-cancelled-orders/#post-12745016)
 * [@mbschmoop](https://wordpress.org/support/users/mbschmoop/) based on what you
   described, the payment gateway that you are using is not telling your WooCommerce
   site that the order has been paid. As a result, WooCommerce is cancelling the
   unpaid order.
 * You will need to contact the developer of whatever payment plugin you are using,
   as you will need to figure out why it is not telling your site that the payment
   went through. You can also review any setup/help guides for that payment plugin
   to ensure you followed all of the setup steps correct (for example, if the plugin
   requires a webhook, or other call back mechanism).
 * If you are using the PayPal Standard option that is built into WooCommerce, then
   you’ll want to check out the [PayPal Debugging IPN Issue](https://docs.woocommerce.com/document/paypal-standard/#section-23)
   guide.
 *  Thread Starter [mbschmoop](https://wordpress.org/support/users/mbschmoop/)
 * (@mbschmoop)
 * [6 years, 1 month ago](https://wordpress.org/support/topic/wrongfully-cancelled-orders/#post-12745243)
 * Thanks Phil, that’s a good place to start.
 *  [Phil](https://wordpress.org/support/users/fullysupportedphil/)
 * (@fullysupportedphil)
 * Automattic Happiness Engineer
 * [6 years, 1 month ago](https://wordpress.org/support/topic/wrongfully-cancelled-orders/#post-12746044)
 * You’re welcome! I’ll mark this thread as resolved for now, but please feel free
   to come back and comment here if you need to.

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

The topic ‘Wrongfully cancelled orders?’ is closed to new replies.

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## Tags

 * [cancelled orders](https://wordpress.org/support/topic-tag/cancelled-orders/)

 * 3 replies
 * 2 participants
 * Last reply from: [Phil](https://wordpress.org/support/users/fullysupportedphil/)
 * Last activity: [6 years, 1 month ago](https://wordpress.org/support/topic/wrongfully-cancelled-orders/#post-12746044)
 * Status: resolved