Support » Plugin: WooCommerce PayPal Payments » Existing Subscription renewals don’t get billed

  • Resolved fariazz

    (@fariazz)


    We have been testing this plugin every time a new version comes out, but we are still having issues so we have to revert back to the Paypal Checkout plugin. We use Woocommerce Subscriptions.

    1) The issue we’ve had all along is that renewals of existing subscriptions don’t work (as in orders end up in Pending and they never get paid). We see this error in the WC Paypal log (again, these are existing subscriptions created with Paypal checkout). That is the only clue we have:

    
    2022-03-09T04:05:57+00:00 INFO Received valid response from PayPal IPN
    2022-03-09T04:05:57+00:00 ERROR Order ID and key were not found in "custom".
    2022-03-09T04:05:57+00:00 ERROR Order ID and key were not found in "custom".
    2022-03-09T04:09:03+00:00 INFO Checking IPN response is valid
    

    2) Today we tested the newest version and we can not create new subscriptions. The checkout page says “Could not process order because it was not possible to save the payment.”. The orders are created in Paypal but marked as “void”: https://www.screencast.com/t/Y5iDxCOEb

    Note the Intent is set to Capture, not to Authorize, but you can see that these orders were created to Authorize.

Viewing 7 replies - 1 through 7 (of 7 total)
  • Thread Starter fariazz

    (@fariazz)

    Not sure if related, but another thing to mention is that the Simulate Webhooks feature doesn’t work on our end: https://www.screencast.com/t/TTQp0WPowOD

    The webhooks is correctly configured in the Paypal App. We used the “connect to Paypal” feature, so all of the app settings were created by Paypal/Woocommerce Developers.

    Plugin Support Inpsyde Niklas

    (@niklasinpsyde)

    Hi @fariazz,

    1) The subscription migration layer in PayPal Payments is only active when PayPal Checkout is disabled. This means it wouldn’t create any log entries. The log also looks more like it’s coming from PayPal Standard though and there are no touching points between the Standard integration and PayPal Payments.
    Can you reproduce this behavior also with a sandbox account connected?
    -create PayPal Checkout subscription
    -renew once to make sure it works
    -disable PayPal Checkout & enable PayPal Payments (same PayPal account)
    -the subscription should display “PayPal (Legacy)” as a payment method and can be renewed by PayPal Payments.

    2) This would be the expected behavior if there is already a billing agreement in place between the buyer and the seller (e.g. PayPal Checkout subscription).
    When in doubt, you would either need to use a new account combination or cancel existing billing agreements between the accounts at PayPal.

    Subscriptions are always treated with the intent Authorize, regardless of the plugin setting. The payment is first authorized, then a check happens about whether or not the payment method could be saved. If no saved payment method could be detected, then the plugin will void the authorization and fail the subscription order.
    The failure rate in cases where manual renewals are enabled will be reduced in one of the next updates.

    3) To learn more about the behavior, we would be interested in your plugin log files. These log files are only written when “Logging” is enabled in the plugin settings.
    If enabled, then every API request will create a log entry that can be accessed from here:
    WooCommerce > Status > Logs > select “woocommerce-paypal-payments-[…]” in the dropdown and click on view. 
    In case “Logging” was not yet enabled, could you please enable it and then try again to resubscribe & simulate the webhooks? In some cases, it may take a minute or two for the webhooks to arrive and this should be reflected in the log files.
    Thanks!

    Kind regards,
    Niklas

    Thread Starter fariazz

    (@fariazz)

    @niklasinpsyde Thank you for your reply. In regards to your comments:

    1) We have tested in Sandbox and it worked fine, but I will double check with the team and get back to you on that.

    2) Both accounts that tested to create a new subscription did most likely have billing agreements in place, so we will have to dig deeper on that and get back to you.

    3) More than happy to submit the log, but I don’t want to publish it here. Is there any way I can send it securely to you?

    Plugin Support Inpsyde Niklas

    (@niklasinpsyde)

    Hi @fariazz,

    Just to have it mentioned, existing billing agreements can be canceled from here:

    1. Login to merchant PayPal account.
    2. Click on merchant name in top right.
    3. Click on “Account Settings”
    4. Click “Website Payments” on left.
    5. Click Update next to “Automatic Payments”
    6. Select the agreements they want to cancel.
    7. Click “Cancel” link in the “Actions” panel.

    You can share a copy of your system report and log files privately with us from here:
    https://paypal.inpsyde.com/docs/request-support/
    Please include a link to this thread so we can assign it properly.
    Thanks!

    Kind regards,
    Niklas

    Thread Starter fariazz

    (@fariazz)

    Thank you @niklasinpsyde, I’ve submitted the ticket with the system report and Paypal Payments log file.

    Renewals of existing Paypal Checkout subscriptions do work fine on our staging site, which has the exact same setup.

    Creating new subscriptions worked for us once we cancelled existing Billing Agreements, so the only issue now is that previously created subscriptions don’t renew under the new plugin.

    Plugin Support Joost van de Vijver

    (@joostvandevijver)

    Hello,

    currently we have added documentation on this subject here: https://woocommerce.com/document/woocommerce-paypal-payments/#multiple-and-pre-existing-subscriptions

    Since this is an older thread, I will close it. If you have any more questions, please open a new thread.

    Kind regards,
    Joost

    Thread Starter fariazz

    (@fariazz)

    @joostvandevijver the issue is not yet resolved. We still have a ticket open with you guys (ticket PPC-513) and have been testing every new version of the plugin without success.

    I’ve sent all the info that you requested (my last email sent was on the 21st of April) and I haven’t heard back.

    Moreover the documentation link that you listed in your comment is for existing subscribers wanting to open a new subscription, which is not what this thread is about.

Viewing 7 replies - 1 through 7 (of 7 total)
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