Failed customer payments

  • Resolved EHF Asistente

    (@elhilodefrancisasistente)


    2 months ago

    Since last month we’ve been receiving failed orders from some customers. Recently, specifically this last Sunday and yesterday, an issue with payments has been happening with some customers (custumers that have had several years paying on my website without problems, until now).

    They go through the checkout as usual. When they proceed with authorizing the payment in the PayPal emergent window, the site doesn’t respond; it doesn’t show any error message to the client. In some cases it even discounts the payment from the customer (they eventually get their refund automatically or by contacting an agent in PayPal customer support). In all these cases, the order is not registered by WooCommerce, and the payment also never gets to my PayPal account. I also noticed that these particular customers are paying using the PayPal button, and the funds come from an account or card and not directly from PayPal funds. I also noticed that payments done with cards (using the card button) are not having problems at all so far.

    One of the things I enabled recently (since I assumed it was mandatory) is the reCAPTCHA in the WooCommerce PayPal Payments settings. My site also runs the Litespeed Cache plugin (reading some threads here and doing some research, I found that maybe this can be causing some issues). It has installed the Masterstudy LMS PRO plugin, which is integrated with WooCommerce.

    I appreciate any advice on this issue.
    Best regards.

Viewing 2 replies - 1 through 2 (of 2 total)
  • Plugin Support Krystian Syde

    (@inpsydekrystian)

    2 months ago

    Hello @elhilodefrancisasistente

    To troubleshoot this properly, I’ll review your System Status report and take a quick look at your checkout page. However, based on what you described, that alone likely will not be enough. This needs a deeper analysis of the full checkout flow and how it behaves for those customers.

    The best next step is to submit a proper support request so we can investigate in depth.

    Here’s how you can request support: Request Support.
    Please make sure to include the URL of this thread in your ticket for reference.

    Kind Regards
    Krystian

    Thread Starter EHF Asistente

    (@elhilodefrancisasistente)

    1 month, 3 weeks ago

    Hello, Kristian.
    I just made the report. Thank you for your kind attention.
    Best regards.

Viewing 2 replies - 1 through 2 (of 2 total)

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