Duplicate orders

  • ianatkins

    (@ianatkins)


    1 week, 4 days ago

    We’re having an issue with duplicate orders.

    First order ( successful ) – Payment via PayPal with transaction ID.
    Order created: 2026-07-08 23:57

    Order notes:
    8 July 2026 at 23:57 – “Email “Failed order” sent.”
    8 July 2026 at 23:57 – “Payer action required, possibly overcharge. Payer needs to perform the following action before proceeding with payment. Order status changed from Pending payment to Failed.”
    8 July 2026 at 23:57 – PayPal transaction ID:
    8 July 2026 at 23:57 – Payment via PayPal
    8 July 2026 at 23:57 – Email “Processing order” sent.

    Second order ( failed ) – “Payment via PayPal.”

    Order Created: 2026-07-08 23:57

    Order notes: 9 July 2026 at 01:46:
    “Unpaid order cancelled – time limit reached. Order status changed from Pending payment to Cancelled.”

    Weirdly the customer name is slightly different between the two, with the first order having a middle name, and the 2nd failed one just first and last name.

    Logging was enabled on Paypal, but not enabled on WooCommerce ( so no logs present )- would be nice if you could close that UX bug and disable logging to be enabled if WooCommerce logging is also disabled.

    Paypal Version: Version 4.1.0
    WooCommerce Version: Version 10.9.1
    Shortcode / Classic checkout.

Viewing 1 replies (of 1 total)
  • Plugin Support Syde Jamie

    (@jamieong)

    1 week, 4 days ago

    Hi,

    Thank you for reaching out to us, we are here to help.

    Based on the details that you provided, the order notes indicate a PAYER_ACTION_REQUIRED error occurred during payment processing, which triggered a retry flow that likely created the second order.

    To investigate further, you would need to:

    1. Enable WooCommerce logging to capture the full payment flow. (we take note about the UX improvement you mentioned).
    2. Check if the customer was redirected multiple times during checkout.
    3. Review the PayPal order IDs for both WooCommerce orders to see if they share the same PayPal order.
    4. If it is something that you can reproduce

    We also require the latest system status report. <span style=”font-size: inherit;”>You can do this by navigating to WooCommerce > Status > Get system report > Copy for support. You can either attach it directly or provide it via our secure </span>PrivateBin<span style=”font-size: inherit;”>.</span>

    Alternatively, to speed up the whole process we suggest you to contact us directly for further assistance. You can open a ticket with our service desk. Here’s how you can request support: Request Support. Please make sure to include the URL of this thread in your ticket for reference.

    Best Regards,
    Jamie

Viewing 1 replies (of 1 total)

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