Support » Plugin: WooCommerce » Customer is sent to home page when cancelling payment

  • Resolved jkocken

    (@jkocken)


    I noticed that my Woocommerce checkout process does not return the customer to the checkout page after a payment is cancelled, instead he is redirected to the home page.

    Specifics: I use a WordPress site with woocommerce where a customer can pay with Paypal, creditcard etc. Both Paypal and my creditcard setup require the website to redirect to an external site to do the payment and when the payment is complete, the customer is directed back to the order-received page. This is all working fine.

    But if the customer on the external site (Paypal.com for example) decides to hit the “cancel payment” he arrives back to the home page with a URL like this: https://example.com/?cancel_order=true&order=wc_order_oEYInB5bC3mCo&order_id=225487&redirect&_wpnonce=99cfb8ef9f

    I checked my site with all plugins disabled and default theme and the same thing happens. It seems to be part of Woocommerce standard setup. How can it be changed?

    The page I need help with: [log in to see the link]

Viewing 12 replies - 1 through 12 (of 12 total)
  • Plugin Support Joseph B. (woo-hc)

    (@tamirat22)

    Hello @jkocken!

    I noticed that my Woocommerce checkout process does not return the customer to the checkout page after a payment is cancelled, instead he is redirected to the home page.

    I was able to replicate the issues with your Credit/Debit card payment option. See a screenshot here.

    To have further insight into the issue, could you please share a copy of your site’s System Status? You can find it via WooCommerce > Status. Select “Get system report” and then “Copy for support”.  Once you’ve done that, paste it here in your response.

    We will be waiting for your response!

    Thread Starter jkocken

    (@jkocken)

    Thanks for your fast reply. The problem is also with Paypal. Not only with my creditcard payment solution (PensoPay) which made me think this is a more general issue.

    Here my status report (I did not update to the latest wordpress because one plugin I use is not yet compatible with wordpress 6.0. I tried but had to revert the changes.)

    
    ### WordPress Environment ###
    
    WordPress address (URL): https://newerapub.com
    Site address (URL): https://newerapub.com
    WC Version: 6.5.1
    REST API Version: ✔ 6.5.1
    WC Blocks Version: ✔ 7.4.3
    Action Scheduler Version: ✔ 3.4.0
    Log Directory Writable: ✔
    WP Version: ❌ 5.8.4 - There is a newer version of WordPress available (6.0)
    WP Multisite: –
    WP Memory Limit: 5 GB
    WP Debug Mode: –
    WP Cron: –
    Language: en_US
    External object cache: –
    
    ### Server Environment ###
    
    Server Info: Apache
    PHP Version: 7.4.29
    PHP Post Max Size: 5 GB
    PHP Time Limit: 1000
    PHP Max Input Vars: 5000
    cURL Version: 7.29.0
    NSS/3.53.1
    
    SUHOSIN Installed: –
    MySQL Version: 5.7.37-40-log
    Max Upload Size: 5 GB
    Default Timezone is UTC: ✔
    fsockopen/cURL: ✔
    SoapClient: ✔
    DOMDocument: ✔
    GZip: ✔
    Multibyte String: ✔
    Remote Post: ✔
    Remote Get: ✔
    
    ### Database ###
    
    WC Database Version: 6.3.1
    WC Database Prefix: wp_
    Total Database Size: 1503.26MB
    Database Data Size: 1045.15MB
    Database Index Size: 458.11MB
    wp_woocommerce_sessions: Data: 1.33MB + Index: 0.02MB + Engine InnoDB
    wp_woocommerce_api_keys: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
    wp_woocommerce_attribute_taxonomies: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
    wp_woocommerce_downloadable_product_permissions: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
    wp_woocommerce_order_items: Data: 1.52MB + Index: 0.36MB + Engine InnoDB
    wp_woocommerce_order_itemmeta: Data: 7.52MB + Index: 8.03MB + Engine InnoDB
    wp_woocommerce_tax_rates: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
    wp_woocommerce_tax_rate_locations: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
    wp_woocommerce_shipping_zones: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
    wp_woocommerce_shipping_zone_locations: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
    wp_woocommerce_shipping_zone_methods: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
    wp_woocommerce_payment_tokens: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
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    wp_aff_hits: Data: 6.52MB + Index: 16.13MB + Engine InnoDB
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    wp_aff_user_agents: Data: 2.52MB + Index: 1.52MB + Engine InnoDB
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    wp_ahm_asset_links: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
    wp_ahm_download_stats: Data: 2.52MB + Index: 0.00MB + Engine InnoDB
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    wp_ahm_sessions: Data: 0.09MB + Index: 0.00MB + Engine InnoDB
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    wp_icl_string_positions: Data: 0.06MB + Index: 0.02MB + Engine InnoDB
    wp_icl_string_status: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
    wp_icl_string_translations: Data: 56.58MB + Index: 24.06MB + Engine InnoDB
    wp_icl_string_urls: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
    wp_icl_translate: Data: 147.63MB + Index: 11.55MB + Engine InnoDB
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    wp_itsec_fingerprints: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
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    wp_itsec_mutexes: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
    wp_itsec_opaque_tokens: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
    wp_itsec_temp: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
    wp_itsec_user_groups: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
    wp_links: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
    wp_options: Data: 18.52MB + Index: 2.81MB + Engine InnoDB
    wp_postmeta: Data: 461.81MB + Index: 215.66MB + Engine InnoDB
    wp_posts: Data: 63.58MB + Index: 25.13MB + Engine InnoDB
    wp_rank_math_404_logs: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
    wp_rank_math_analytics_gsc: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
    wp_rank_math_analytics_objects: Data: 0.42MB + Index: 0.20MB + Engine InnoDB
    wp_rank_math_internal_links: Data: 1.52MB + Index: 1.52MB + Engine InnoDB
    wp_rank_math_internal_meta: Data: 0.31MB + Index: 0.00MB + Engine InnoDB
    wp_rank_math_redirections: Data: 0.06MB + Index: 0.02MB + Engine InnoDB
    wp_rank_math_redirections_cache: Data: 2.52MB + Index: 1.52MB + Engine InnoDB
    wp_rtk_basics: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
    wp_rtk_users: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
    wp_sdm_downloads: Data: 0.38MB + Index: 0.00MB + Engine InnoDB
    wp_termmeta: Data: 0.25MB + Index: 0.36MB + Engine InnoDB
    wp_terms: Data: 0.19MB + Index: 0.25MB + Engine InnoDB
    wp_term_relationships: Data: 11.55MB + Index: 11.52MB + Engine InnoDB
    wp_term_taxonomy: Data: 0.23MB + Index: 0.25MB + Engine InnoDB
    wp_tm_taskmeta: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
    wp_tm_tasks: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
    wp_uap_action_log: Data: 0.14MB + Index: 0.31MB + Engine InnoDB
    wp_uap_action_logs_view: Data: 0.00MB + Index: 0.00MB + Engine
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    wp_uap_closure_log: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
    wp_uap_closure_log_meta: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
    wp_uap_recipe_log: Data: 0.11MB + Index: 0.19MB + Engine InnoDB
    wp_uap_recipe_logs_view: Data: 0.00MB + Index: 0.00MB + Engine
    wp_uap_trigger_log: Data: 0.13MB + Index: 0.31MB + Engine InnoDB
    wp_uap_trigger_logs_view: Data: 0.00MB + Index: 0.00MB + Engine
    wp_uap_trigger_log_meta: Data: 10.52MB + Index: 9.58MB + Engine InnoDB
    wp_usermeta: Data: 17.55MB + Index: 20.06MB + Engine InnoDB
    wp_users: Data: 1.52MB + Index: 0.73MB + Engine InnoDB
    wp_wcpdf_invoice_number: Data: 0.05MB + Index: 0.00MB + Engine InnoDB
    wp_wcs_payment_retries: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
    wp_wc_admin_notes: Data: 0.06MB + Index: 0.00MB + Engine InnoDB
    wp_wc_admin_note_actions: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
    wp_wc_category_lookup: Data: 0.05MB + Index: 0.00MB + Engine InnoDB
    wp_wc_customer_lookup: Data: 1.52MB + Index: 0.69MB + Engine InnoDB
    wp_wc_download_log: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
    wp_wc_order_coupon_lookup: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
    wp_wc_order_product_lookup: Data: 1.52MB + Index: 1.08MB + Engine InnoDB
    wp_wc_order_stats: Data: 1.52MB + Index: 0.64MB + Engine InnoDB
    wp_wc_order_tax_lookup: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
    wp_wc_product_attributes_lookup: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
    wp_wc_product_download_directories: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
    wp_wc_product_meta_lookup: Data: 7.52MB + Index: 12.09MB + Engine InnoDB
    wp_wc_rate_limits: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
    wp_wc_reserved_stock: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
    wp_wc_tax_rate_classes: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
    wp_wc_webhooks: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
    wp_woobe_history: Data: 3.52MB + Index: 4.52MB + Engine InnoDB
    wp_woobe_history_bulk: Data: 0.09MB + Index: 0.06MB + Engine InnoDB
    wp_yith_wcaf_affiliates: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
    wp_yith_wcaf_clicks: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
    wp_yith_wcaf_commissions: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
    wp_yith_wcaf_commission_notes: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
    wp_yith_wcaf_payments: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
    wp_yith_wcaf_payment_commission: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
    wp_yith_wcaf_payment_notes: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
    
    ### Post Type Counts ###
    
    astra-advanced-hook: 2
    attachment: 21375
    cartflows_flow: 1
    cartflows_step: 2
    cookielawinfo: 39
    custom_css: 1
    customize_changeset: 3
    e-landing-page: 13
    elementor_font: 22
    elementor_lead: 24366
    elementor_library: 438
    elementor_snippet: 6
    envato_kits: 19
    frm_form_actions: 2
    frm_styles: 1
    itsec-dash-card: 10
    itsec-dashboard: 2
    nav_menu_item: 995
    oembed_cache: 291
    page: 440
    post: 7
    product: 5159
    product_variation: 48062
    revision: 5110
    sdm_downloads: 25
    shop_coupon: 22
    shop_order: 6359
    shop_order_refund: 29
    shop_subscription: 22
    stm-zoom-webinar: 1
    uo-action: 31
    uo-recipe: 24
    uo-trigger: 34
    vterminal_payment: 201
    wpdmpro: 45
    wpgae_click_event: 1
    yith_wc_qof_1: 2
    
    ### Security ###
    
    Secure connection (HTTPS): ✔
    Hide errors from visitors: ✔
    
    ### Active Plugins (38) ###
    
    WPML Multilingual CMS: by OnTheGoSystems – 4.5.7
    Advanced Custom Fields: by Delicious Brains – 5.12.2
    Affiliates WooCommerce Light: by itthinx – 1.14.0
    Affiliates: by itthinx – 4.13.0
    iThemes Security: by iThemes – 8.1.2
    PublishPress Capabilities: by PublishPress – 2.4.1
    GDPR Cookie Consent: by WebToffee – 2.1.1
    Download Manager: by W3 Eden
    Inc. – 3.2.41
    
    Yoast Duplicate Post: by Enrico Battocchi & Team Yoast – 4.4
    Google Tag Manager for WordPress: by Thomas Geiger – 1.15.1
    Easy WP SMTP: by wpecommerce
    alexanderfoxc – 1.4.7
    
    Elementor Pro: by Elementor.com – 3.7.1
    Elementor: by Elementor.com – 3.6.5
    Folders: by Premio – 2.7.5
    Health Check & Troubleshooting: by The WordPress.org community – 1.4.5
    Sendy Elements: by Jose Sotelo – 2.0.0
    Lenix Elementor Leads addon: by Lenix – 1.8.2
    Loco Translate: by Tim Whitlock – 2.6.2
    Members: by MemberPress – 3.2.1
    PDF viewer for Elementor: by RedLettuce Plugins – 2.9.3
    Really Simple SSL: by Really Simple Plugins – 5.3.2
    Rank Math SEO: by Rank Math – 1.0.89.1
    Show Variations For Woocommerce: by FLINIMI – 1.6
    Tawk.to Live Chat: by Tawkto – 0.7.2
    Trustpilot-reviews: by Trustpilot – 2.5.901
    User Menus: by Code Atlantic – 1.2.9
    User Switching: by John Blackbourn & contributors – 1.5.8
    WooCommerce PensoPay: by PensoPay – 6.2.2
    BEAR – Bulk Editor and Products Manager Professional for WooCommerce: by realmag777 – 2.1.1
    WooCommerce Multilingual & Multicurrency: by OnTheGoSystems – 5.0.0
    WooCommerce Name Your Price: by Kathy Darling – 3.3.9
    WooCommerce Shortcodes: by WooThemes
    Claudio Sanches – 1.0.0
    
    WooCommerce Subscriptions: by WooCommerce – 4.3.0
    WooCommerce: by Automattic – 6.5.1
    Asset CleanUp: Page Speed Booster: by Gabe Livan – 1.3.8.5
    WP Fastest Cache: by Emre Vona – 1.0.1
    WPML Media: by OnTheGoSystems – 2.7.0
    WPML String Translation: by OnTheGoSystems – 3.2.1
    
    ### Inactive Plugins (3) ###
    
    Astra Pro: by Brainstorm Force – 3.4.2
    W3 Total Cache: by BoldGrid – 2.2.1
    YITH Infinite Scrolling: by YITH – 1.7.0
    
    ### Must Use Plugins (1) ###
    
    Health Check Troubleshooting Mode: by  – 1.7.2
    
    ### Settings ###
    
    API Enabled: –
    Force SSL: –
    Currency: DKK (DKK)
    Currency Position: right_space
    Thousand Separator: .
    Decimal Separator: ,
    Number of Decimals: 2
    Taxonomies: Product Types: external (external)
    grouped (grouped)
    simple (simple)
    subscription (subscription)
    variable (variable)
    variable subscription (variable-subscription)
    
    Taxonomies: Product Visibility: exclude-from-catalog (exclude-from-catalog)
    exclude-from-search (exclude-from-search)
    featured (featured)
    outofstock (outofstock)
    rated-1 (rated-1)
    rated-2 (rated-2)
    rated-3 (rated-3)
    rated-4 (rated-4)
    rated-5 (rated-5)
    
    Connected to WooCommerce.com: ✔
    Enforce Approved Product Download Directories: –
    
    ### WC Pages ###
    
    Shop base: #167410 - /shop/
    Cart: ❌ Page not set
    Checkout: #168 - /checkout/
    My account: #169 - /my-account/
    Terms and conditions: #1957 - /footer/terms-conditions/
    
    ### Theme ###
    
    Name: ErhvervsHjemmesider Child
    Version: 1.0
    Author URL: https://erhvervshjemmesider.dk/
    Child Theme: ✔
    Parent Theme Name: Astra
    Parent Theme Version: 3.8.1
    Parent Theme Author URL: https://wpastra.com/about/?utm_source=theme_preview&utm_medium=author_link&utm_campaign=astra_theme
    WooCommerce Support: ✔
    
    ### Templates ###
    
    Overrides: erhvervshjemmesider-child/woocommerce/cart/cart-empty.php
    erhvervshjemmesider-child/woocommerce/cart/cart-item-data.php
    erhvervshjemmesider-child/woocommerce/cart/cart-shipping.php
    erhvervshjemmesider-child/woocommerce/cart/cart-totals.php
    erhvervshjemmesider-child/woocommerce/cart/cart.php
    erhvervshjemmesider-child/woocommerce/cart/cross-sells.php
    erhvervshjemmesider-child/woocommerce/cart/proceed-to-checkout-button.php
    erhvervshjemmesider-child/woocommerce/cart/shipping-calculator.php
    erhvervshjemmesider-child/woocommerce/checkout/cart-errors.php
    erhvervshjemmesider-child/woocommerce/checkout/form-billing.php
    erhvervshjemmesider-child/woocommerce/checkout/form-checkout.php
    erhvervshjemmesider-child/woocommerce/checkout/form-coupon.php
    erhvervshjemmesider-child/woocommerce/checkout/form-login.php
    erhvervshjemmesider-child/woocommerce/checkout/form-shipping.php
    erhvervshjemmesider-child/woocommerce/checkout/order-receipt.php
    erhvervshjemmesider-child/woocommerce/checkout/payment-method.php
    erhvervshjemmesider-child/woocommerce/checkout/payment.php
    erhvervshjemmesider-child/woocommerce/checkout/review-order.php
    erhvervshjemmesider-child/woocommerce/checkout/terms.php
    erhvervshjemmesider-child/woocommerce/checkout/thankyou.php
    erhvervshjemmesider-child/woocommerce/emails/admin-new-order.php
    erhvervshjemmesider-child/woocommerce/emails/email-addresses.php
    erhvervshjemmesider-child/woocommerce/emails/email-order-details.php
    erhvervshjemmesider-child/woocommerce/myaccount/dashboard.php
    erhvervshjemmesider-child/woocommerce/myaccount/form-login.php
    
    ### Subscriptions ###
    
    WCS_DEBUG: ✔ No
    Subscriptions Mode: ✔ Live
    Subscriptions Live URL: https://newerapub.com
    Subscriptions Template Theme Overrides: erhvervshjemmesider-child/woocommerce/emails/email-order-details.php
    Subscription Statuses: wc-pending: 8
    wc-cancelled: 14
    
    WooCommerce Account Connected: ✔ Yes
    Active Product Key: ✔ Yes
    Custom Retry Rules: ✔ No
    Custom Retry Rule Class: ✔ No
    Custom Raw Retry Rule: ✔ No
    Custom Retry Rule: ✔ No
    Retries Migration Status: ✔ Completed
    Report Cache Enabled: ✔ Yes
    Cache Update Failures: ✔ 0 failure
    
    ### Store Setup ###
    
    Country / State: Denmark
    
    ### Subscriptions by Payment Gateway ###
    
    PensoPay: wc-cancelled: 14
    wc-pending: 8
    
    ### Payment Gateway Support ###
    
    PensoPay: subscriptions
    products
    subscription_cancellation
    subscription_reactivation
    subscription_suspension
    subscription_amount_changes
    subscription_date_changes
    subscription_payment_method_change_admin
    subscription_payment_method_change_customer
    refunds
    multiple_subscriptions
    pre-orders
    
    PayPal Standard: subscriptions
    gateway_scheduled_payments
    subscription_payment_method_change_customer
    subscription_cancellation
    subscription_suspension
    subscription_reactivation
    products
    refunds
    
    PayPal Reference Transactions Enabled: ❌ No
    Direct bank transfer: products
    PensoPay - MobilePay: products
    refunds
    
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    ### Status report information ###
    
    Generated at: 2022-05-27 15:43:23 +02:00
    

    Hi @jkocken ,

    Thank you for providing your System status.

    I have gone through your checkout process, and am able to replicate the issue at hand: https://snipboard.io/LTmx9D.jpg

    I was, however, unable to replicate this issue on my test site, using Storefront theme, and Paypal, as it directs me back to the checkout page once canceling the payment.

    As a first step, please could you flush your permalinks by navigating to Dashboard > Settings > Permalinks and resave your existing settings.

    Additionally, please could you have a look at your Checkout Endpoints by navigating to WooCommerce > Settings > Advanced and compare it to the screenshot below:

    https://snipboard.io/hoZbI2.jpg

    Please let me know the outcome!

    Plugin Support Mashi (woo-hc)

    (@shaonback2)

    Hello @jkocken!

    WC Database Version: 6.3.1

    If the issue remains after following @roxannestoltz suggestions then please make sure to update your WooCommerce database.
    It is recommended to have the same version as WooCommerce.

    You can update the database from the “WooCommerce → Status → Tools → Update database” area.

    Hope it helps.

    Thread Starter jkocken

    (@jkocken)

    Thanks for your reply and instructions. @shaonback2 I flushed the permalinks, Deleted the cache and minified files (just in case) and checked that the endpoints are exactly as in your screenshots. This was fine.
    I tried the abort payment again but it continues to send me back to the homepage.

    @shaonback2 I updated my Woocommerce database (now version 6.5.1 per the status report) and again cleared cache and tried once more. Still the same error occurs.

    And just for good measure I disabled all plugins again except woocommerce, turned to a default theme and the error is still persisting….

    Any other suggestions of what could be the problem?

    Hi @jkocken ,

    Thanks for the update!

    Please try the following php and see if this works for you!

    add_action('woocommerce_cancelled_order','lenura_redirect_to_home');
     function lenura_redirect_to_home() {
        wp_redirect(home_url()); // REDIRECT PATH
     }

    You need to add the code to your child theme’s functions.php file or via a plugin that allows custom functions to be added, such as the Code snippets plugin. Please don’t add custom code directly to your parent theme’s functions.php file as this will be wiped entirely when you update the theme.

    Let me know how this goes!

    Thread Starter jkocken

    (@jkocken)

    Thanks for the code snippet! I added the snippet to the functions.php of my child theme. But the snippet directs to the home_url. I need it to go to checkout page. (it DOES work but doesnt arrive to the right page).

    I tried replacing (home_url()) with (checkout_url()) but that didn’t work… Sorry my coding skills are not that good. How to send them back to checkout?

    Hi @jkocken

    Try replacing the wp_redirect with the following:

    wp_redirect( home_url( '/checkout/' ) );

    Thread Starter jkocken

    (@jkocken)

    YES! This works. Thank you so much!

    Just one question, the original return link contains a lot of parameters, these are lost with the code snippet you gave me. I am not sure if they are important… the original URL is something like:

    https://example.com/?cancel_order=true&order=wc_order_oEYInB5bC3mCo&order_id=225487&redirect&_wpnonce=99cfb8ef9f

    I don’t know if it matters…

    Hi @jkocken ,

    You are very welcome 🙂 Glad to hear it works!

    To answer your question, no, this makes no difference, that would be expected behavior.

    Best,

    Thread Starter jkocken

    (@jkocken)

    Perfect! Thanks for your assistance.

    Hi @jkocken ,

    Glad the issue is sorted!

    Please would you mark this topic as resolved in the sidebar if you feel this issue has been resolved adequately?

    Thanks!

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