Checkout error

Hi Niklas,

Thank you for your reply, it really is appreciated. We can’t replicate the error when testing as a customer on incognito/chrome.

Could you advise which browsers have this problem?
Do you have a timeframe for the fix?
Is there a current workaround until the fix?

Thank you again,
Anthony.

Thanks Niklas,

In addition to the error message above, we have started to see the following. Is this due to using the new version of the plugin and shouldn’t be anything to be concerned about?

Instrument declined. The instrument presented was either declined by the processor or bank, or it can’t be used for this payment. Order status changed from Pending payment to Failed.

Hi Joost,

Please see reply below from a Senior PayPal Integration Engineer. Would you be able to comment/advise. Thanks.

Thanks for the information below,

I think a good resolution here would be to log all the information you have right now on this issue and then revert to a working version for the time being,

When we get the assistance of Inpsyde support then I suggest we have a staging site in place to install the newer version of the plugin on and commit testing here(Inpsyde will not log into a live site),

Failing this, and if there is no need for further functionality than what you already had then a permanent revert to 1.9.1 may be a solution here once the auto updates are turned off,

This plugin has had its issues in the past and so I’m wary of you putting in huge amounts of work here for something that can be resolved with the version downgrade,

As we don’t own or control this plugin we can only work with you and the developers to get some resolution in place but this will be up to them to release and I know these releases can take a while,

They also prioritize what makes it to release so we cannot guarantee that this will be part of the next release,

With all the above being said we are happy to work with you and their support team on this issue if that is the route you wish to take,

I would like to hear your thoughts on this and what way you are leaning to resolve the issue knowing the above,

Hi Joost, yes, you are correct. This was PayPal’s reply to the error
Could not retrieve order. OrderEndpoint.php:459 Order status changed from Pending payment to Failed.

Many thanks, I will pass all this onto our developers.

I have emailed PayPal engineer below a copy of the above so he is aware of the issues. He is communicating directly with us via email as PayPal encouraged us to move to this version of PayPal Commerce to enable Pay-In-3. It has been a disaster for us in terms of lost sales.

Kind regards,
Brian Mc Manus
Senior Integration Engineer (UK & Ireland)
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European Centre of Excellence,
Xerox Technology Park,
Dundalk.
Co. Louth

Hi Joost, thank you, please see below from PayPal.

Hi Anthony,

Apologies but I was out of the office when this came through,

We have no information on when this issue might be fixed but I urge you to report this to the inpsyde support team so they are aware of this issue,

If you let me know the ticket number I can keep an eye on this and let you know when this is resolved but this job is up to the inpsyde team as we have no control over this plugin or its releases,

Just to be sure, but when had 1.9.1 did this work out of the box for you or was there alterations done to the payment plugin? I know you have a customized site and so I want to be sure this worked as expected before?

If it did, can I ask if when you installed the 1.9.1 did you also clear site cache to ensure all new changes where seen? This is a common issue when swapping plugins and versions so I wanted to be sure this was covered,

Let me know your thoughts on the above and we can continue from there,

Thanks, 

Kind regards,
Brian Mc Manus
Senior Integration Engineer (UK & Ireland)