Hello @andyj2021,
Thank you for reaching out to us, we are here to help.
We currently don’t have a bug open for such an issue, so we need to investigate this from scratch. I would advise you to do the following:
– Enable logging; these logs might give us some indication of what is going wrong.
– Check the order notes; does the order go to the “Processing” status when this situation occurs? If that is not the case, the webhooks might be having an issue.
– To check the webhooks, you can go to our plugin settings. Under the “Connection” tab, you will find 2 buttons to test and renew the webhooks (“Simulate” & “Resubscribe”). Please try this and see if this makes a difference.
If this all does not work, I would suggest creating a staging site and test with sandbox account, to see if you can reproduce the issue. If you can reproduce this issue, you may want to perform a full conflict test to rule out eventual issues with the theme or a different plugin. We recommend temporarily activating the default theme Storefront and disabling all other plugins except for WooCommerce and PayPal Payments to see if the behavior persists.
Here’s a guide that explains the steps in more detail: How to test for conflicts.
If this all does not help, please share the system report, logs and order notes with us, and we will take a look. If you don’t feel comfortable sharing those details on a public forum, please open a ticket with our service desk. You can find the instruction for this here: https://paypal.inpsyde.com/docs/request-support/
(please add the URL of this thread in the ticket as well).
Pending your response.
Kind regards,
Joost
Hello @andyj2021
I found the support thread you opened with us, but it seems you never received my response (sent 6 hours ago). I have opened a support request for you in another system, so you should have been sent an email with the details. It might be best to follow the instructions I add here and if that does not help you resolve the issue, we can continue via the new support thread.
If you agree, please mark this thread as resolved.
Kind regards,
Joost
hi, i will give this a try today and get back to you with some results
Hello,
Since we did not receive any response or follow-up questions from you, we will assume you got this working to your requirements. If you still have any more questions for us, please open a new thread, because we will mark this one as resolved.
Kind regards,
Joost
This just happened to me. Customers get that message.
The orders come is as On Hold. I paid by check, so should be on hold.
If I pay by PayPal, the order shows up in admin as “Processing”. I cannot check if the payment went through until the accountant comes in.
So, I don’t think it’s a PayPal issue because check payments act the same.
No new plugins were added. Backed up from last night’s backups. Last okay order was last night. Stay tuned!
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This reply was modified 2 years, 3 months ago by
mindykatzen.
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This reply was modified 2 years, 3 months ago by mindykatzen.
