Every order status is On Hold on success order placement

  • developerd5a03b2ecb

    (@developerd5a03b2ecb)


    4 days, 6 hours ago

    Hi WooCommerce Support Team,

    We’re seeing orders on our store, https://elitemeds.com, going on hold / failing to complete since yesterday (Aug 3, 2026), and we need help identifying the root cause on the WooCommerce side.

    What we’ve found so far:

    1) Mollie Payments for WooCommerce logs (Aug 3):
    We had Mollie’s support team review their logs directly. Every transaction we checked (Apple Pay payments) processed successfully — the payment object was created, the webhook was received, and payment_complete() was called and completed without errors each time. There are no declines, timeouts, or failures on the Mollie/payment gateway side.

    2) WooCommerce Store API debug log (Aug 4):
    This is where we found the actual blocker. The Place Order request fails with a 409 error before payment is even attempted:

    Code: woocommerce_rest_cart_item_error
    Message: “Usage limit for coupon ‘firstpurchase’ has been reached.”

    This is being thrown during cart validation in Checkout.php, which means WooCommerce itself is rejecting the order at the coupon-validation step, not the payment step.

    Our read on this: the ‘firstpurchase’ coupon usage limit is being hit (or evaluated incorrectly) for customers who should still be eligible, and it’s blocking checkout entirely rather than just declining the coupon and letting the order proceed without it.

    Could you help us understand:

    • Why a coupon usage-limit error is causing a hard checkout failure (409) instead of the coupon simply being removed/rejected from the cart
    • Whether this is a known issue with coupon usage-limit tracking in the current WooCommerce/Store API version
    • Recommended steps to resolve this so affected customers can complete checkout

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

Viewing 5 replies - 1 through 5 (of 5 total)
  • Plugin Support shahzeen(woo-hc)

    (@shahzeenfarooq)

    4 days, 5 hours ago

    Hi @developerd5a03b2ecb!

    Thanks for providing such a detailed breakdown of the issue and the troubleshooting you’ve already completed. I appreciate you taking the time to investigate both the Mollie logs and the WooCommerce Store API logs.

    I tried to replicate this behavior on my end, but I wasn’t able to reproduce the issue.

    To help us investigate further, could you please confirm how you’ve configured the firstpurchase coupon?

    • Are you using WooCommerce’s default coupon settings, or are you using a third-party plugin or custom code to restrict the coupon to first-time purchases?
    • If you’re using a third-party coupon plugin or custom code, could you temporarily disable it and test using only WooCommerce’s default coupon settings to see whether the issue persists?

    In the meantime, could you also try using a different payment gateway to determine whether the behavior is specific to Mollie or occurs regardless of the payment method?

    Additionally, could you please share your WooCommerce System Status Report?

    You can find it under WooCommerce → Status and use the Copy for support button. Since the report can be quite long, please paste it into Pastebin and share the link here. If possible, please enable the Burn after read option before sharing it.

    Once we have this additional information, we’ll be happy to investigate further and help determine the root cause.

    Thread Starter developerd5a03b2ecb

    (@developerd5a03b2ecb)

    3 days, 11 hours ago

    Hi Shahzeen (woo-hc),

    Thank you for your quick response.

    As requested, I have shared the WooCommerce status via Pastebin. Please find the link below:

    [Pastebin URL]

    Please find below the answers to the questions you raised:

    Are you using WooCommerce’s default coupon settings, or are you using a third-party plugin or custom code to restrict the coupon to first-time purchases?
    Yes, we are using WooCommerce’s default coupon settings.

    If you’re using a third-party coupon plugin or custom code, could you temporarily disable it and test using only WooCommerce’s default coupon settings to see whether the issue persists?
    No, we are not using any third-party plugin for this functionality.

    You can not only review the WooCommerce status provided above, but you can also go through any of the product orders on the site to investigate the issue further.

    Please let me know if you need any additional information or access from our side.

    Best regards,
    Satyendra

    Plugin Support shahzeen(woo-hc)

    (@shahzeenfarooq)

    3 days, 7 hours ago

    Hi @developerd5a03b2ecb,

    Thank you for sharing the additional information and the System Status Report. I appreciate you taking the time to answer the questions.

    I had a chance to review the report, and I noticed that your site is running an outdated version of both WooCommerce and WordPress. It’s possible that the issue you’re experiencing is related to using older versions.

    Could you please create a staging site, update WordPress and WooCommerce to their latest versions, and then test whether the issue still occurs?

    I’m suggesting this because I wasn’t able to reproduce the same behavior on my test site using the latest versions of WordPress and WooCommerce.

    If you don’t already have a staging environment, you can use the following plugin to create one:

    https://wordpress.org/plugins/wp-staging/

    Once you’ve tested on the updated staging site, please let us know the results, and we’ll be happy to continue investigating if the issue persists.

    Thread Starter developerd5a03b2ecb

    (@developerd5a03b2ecb)

    3 days, 5 hours ago

    Hi Shahzeen (woo-hc),

    I noticed that the WooCommerce Elavon Payment Gateway plugin was previously used on the site. Although the payment method is not enabled in the WooCommerce settings, the plugin itself is still installed and active in the WordPress admin panel.

    Could you please confirm whether this could have any impact on the issue we are currently investigating?

    Plugin Support shahzeen(woo-hc)

    (@shahzeenfarooq)

    3 days, 5 hours ago

    Hi @developerd5a03b2ecb!

    Thanks for pointing that out.

    If the WooCommerce Elavon Payment Gateway plugin is installed but its payment method is disabled under WooCommerce → Settings → Payments, it generally shouldn’t have any impact on the checkout process.

    At this stage, I’d still recommend proceeding with the steps I mentioned previously—creating a staging site, updating WordPress and WooCommerce to their latest versions, and then testing the issue again.

    I’m suggesting this because I wasn’t able to reproduce the same behavior on my test site using the latest versions of WordPress and WooCommerce. Once you’ve had a chance to test on the updated staging site, please let us know the results, and we’ll be happy to continue investigating if the issue persists.

Viewing 5 replies - 1 through 5 (of 5 total)

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