We submitted a support ticket a week ago regarding seeing the paper orders failed in our system but the website shows processing, this is a major and high priority issue as we are receiving calls of the orders failing, but people are being charged and some orders are coming through.
I responded to your initial question asking some follow up questions to try and understand the issue better. When we didn’t hear back for a while we marked the issue as resolved.
When this is happening on your site, are the customers getting a message at checkout that the order has failed? Or does it just continue look like it’s processing indefinitely.
Could you also send me your system report available in WP-Optimize > Settings > System Status. Once in that tab there should be an option to download the report. You can feel free to redact any sensitive information from the report before pasting it here using a tool such as Pastebin: https://pastebin.com/
Thanks so much for the update, I’m glad your reply came through this time!
Unfortunately the image you tried to share didn’t attach properly so if you could try again using a tool such as https://prnt.sc/ that would be great.
On your WP-Optimize configuration, are you currently using any of the Javascript Minification and Merging features? If the online store is using WooCommerce we can rule out this being a page cache issue as they set a constant on certain pages including checkout that our plugin looks for and excludes them from the cache.
