failed orders

  • Resolved randirain2

    (@randirain2)


    1 year ago

    I can’t seem to find any help.
    My site says everything is fine, and when I go and test, I am able to order no problem.
    However, I had 135 failed orders, and one person contacted me.
    They showed a picture where checkout said “Buyer access token not present”.
    I can’t get that. Everything works fine for me, but not for 135 people.
    Here is my log… Any help would be nice, because I can’t find any.

    System Status Report

    ### WordPress Environment ###

    WordPress address (URL): [Redacted]
    Site address (URL): [Redacted]
    WC Version: 9.9.5
    Legacy REST API Package Version: The Legacy REST API plugin is not installed on this site.
    Action Scheduler Version: ✔ 3.9.2
    Log Directory Writable: ✔
    WP Version: 6.8.1
    WP Multisite: –
    WP Memory Limit: 256 MB
    WP Debug Mode: –
    WP Cron: ✔
    Language: en_US
    External object cache: –

    ### Server Environment ###

    Server Info: Apache
    Server Architecture: Linux 6.6.49-grsec-jammy+ x86_64
    PHP Version: 8.3.14
    PHP Post Max Size: 512 MB
    PHP Time Limit: -1
    PHP Max Input Vars: 3000
    cURL Version: 7.81.0
    OpenSSL/3.0.2

    SUHOSIN Installed: –
    MySQL Version: 8.0.28-0ubuntu0.20.04.3
    Max Upload Size: 512 MB
    Default Timezone is UTC: ✔
    fsockopen/cURL: ✔
    SoapClient: ✔
    DOMDocument: ✔
    GZip: ✔
    Multibyte String: ✔
    Remote Post: ✔
    Remote Get: ✔

    ### Database ###

    [REDACTED]

    ### Post Type Counts ###

    attachment: 22
    page: 9
    post: 10
    product: 1
    revision: 35
    shop_order_placehold: 141
    wp_font_face: 36
    wp_font_family: 12
    wp_global_styles: 1
    wp_navigation: 1
    wp_template_part: 2
    wpforms: 1

    ### Security ###

    Secure connection (HTTPS): ✔
    Hide errors from visitors: ✔

    ### Active Plugins (9) ###

    All in One SEO: by All in One SEO Team – 4.8.4.1
    Code Snippets: by Code Snippets Pro – 3.6.8
    DreamHost Panel Login: by DreamHost
    danielbachhuber – 1.0.0

    Site Assistant: by  – 1.0.0
    Extendify WordPress Onboarding and AI Assistant: by Extendify – 1.19.5
    WooCommerce PayPal Payments: by PayPal – 3.0.6
    WooCommerce: by Automattic – 9.9.5
    WP Mail SMTP: by WP Mail SMTP – 4.5.0
    WPForms Lite: by WPForms – 1.9.6.1

    ### Inactive Plugins (4) ###

    Akismet Anti-spam: Spam Protection: by Automattic - Anti-spam Team – 5.4
    EWWW Image Optimizer: by Exactly WWW – 8.1.4
    WC Serial Numbers: by PluginEver – 2.2.0
    WP Super Cache: by Automattic – 3.0.0

    ### Settings ###

    Legacy API Enabled: –
    Force SSL: –
    Currency: USD ($)
    Currency Position: left
    Thousand Separator: ,
    Decimal Separator: .
    Number of Decimals: 2
    Taxonomies: Product Types: external (external)
    grouped (grouped)
    simple (simple)
    variable (variable)

    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: ✔
    HPOS feature enabled: ✔
    Order datastore: Automattic\WooCommerce\Internal\DataStores\Orders\OrdersTableDataStore
    HPOS data sync enabled: –
    Enabled Features: analytics
    marketplace
    order_attribution
    site_visibility_badge
    remote_logging
    email_improvements
    blueprint
    custom_order_tables


    ### Logging ###

    Enabled: ✔
    Handler: Automattic\WooCommerce\Internal\Admin\Logging\LogHandlerFileV2
    Retention period: 30 days
    Level threshold: –
    Log directory size: 22 KB

    ### WC Pages ###

    Shop base: #55 - /shop/
    Cart: #56 - /cart/ -  Contains the woocommerce/cart block
    Checkout: #57 - /checkout/ -  Contains the woocommerce/checkout block
    My account: #58 - /my-account/ -  Contains the [woocommerce_my_account] shortcode
    Terms and conditions: ❌ Page not set

    ### Theme ###

    Name: Extendable
    Version: 2.0.23
    Author URL: https://extendify.com
    Child Theme: ❌ – If you are modifying WooCommerce on a parent theme that you did not build personally we recommend using a child theme. See: How to create a child theme
    Theme type: Block theme
    WooCommerce Support: ❌ Not declared

    ### Templates ###

    Overrides: /home/randirain/randirain.site/wp-content/plugins/woocommerce/templates/block-notices/error.php
    /home/randirain/randirain.site/wp-content/plugins/woocommerce/templates/block-notices/notice.php
    /home/randirain/randirain.site/wp-content/plugins/woocommerce/templates/block-notices/success.php
    extendable/templates/archive-product.html
    extendable/templates/single-product.html


    ### WooCommerce PayPal Payments ###

    Onboarded: ✔
    New UI active: ✔
    Shop country code: US
    WooCommerce currency supported: ✔
    Advanced Card Processing available in country: ✔
    Pay Later messaging available in country: ✔
    Webhook status: –
    PayPal Vault enabled: –
    ACDC Vault enabled: –
    Logging enabled: –
    Reference Transactions: ✔
    Used PayPal Checkout plugin: –
    Subscriptions Mode: Disabled
    PayPal Shipping Callback: ✔
    Apple Pay: –
    Google Pay: –
    Fastlane: –

    ### Admin ###

    Enabled Features: activity-panels
    analytics
    product-block-editor
    coupons
    core-profiler
    customize-store
    customer-effort-score-tracks
    import-products-task
    experimental-fashion-sample-products
    shipping-smart-defaults
    shipping-setting-tour
    homescreen
    marketing
    mobile-app-banner
    onboarding
    onboarding-tasks
    pattern-toolkit-full-composability
    product-custom-fields
    remote-inbox-notifications
    remote-free-extensions
    payment-gateway-suggestions
    printful
    shipping-label-banner
    subscriptions
    store-alerts
    transient-notices
    woo-mobile-welcome
    wc-pay-promotion
    wc-pay-welcome-page
    launch-your-store
    add-to-cart-with-options-stepper-layout
    disable-core-profiler-fallback

    Disabled Features: product-data-views
    experimental-blocks
    coming-soon-newsletter-template
    minified-js
    point-of-sale
    product-pre-publish-modal
    settings
    async-product-editor-category-field
    product-editor-template-system
    use-wp-horizon
    blockified-add-to-cart

    Daily Cron: ✔ Next scheduled: 2025-06-29 04:46:44 +00:00
    Options: ✔
    Notes: 69
    Onboarding: completed

    ### Action Scheduler ###

    Complete: 398
    Oldest: 2025-06-06 21:20:30 +0000
    Newest: 2025-06-28 04:59:59 +0000

    Failed: 3
    Oldest: 2025-06-07 04:54:13 +0000
    Newest: 2025-06-28 02:46:37 +0000

    Pending: 15
    Oldest: 2025-06-28 05:14:59 +0000
    Newest: 2025-07-04 06:45:00 +0000


    ### Status report information ###

    Generated at: 2025-06-28 05:00:10 +00:00

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

Viewing 2 replies - 1 through 2 (of 2 total)
  • LovingBro (woo-hc)

    (@lovingbro)

    1 year ago

    Hi @randirain2,

    Welcome to the WooCommerce forum, and thank you for taking the time to share such a detailed report. I understand how troubling it must be to see over a hundred failed orders, especially when everything appears to work fine from your side. That kind of inconsistency can be incredibly frustrating, so let’s work through it together.

    Just to clarify, did you start noticing this issue after a recent update to WooCommerce, your PayPal plugin, or any other component on your site? Knowing when it started can help pinpoint what might be contributing to the problem.

    From your system report, I noticed a few things that could be helpful:

    • You’ve redacted the database section and site address, which means I’m currently unable to test your checkout flow or review database details. For future reports, feel free to share a complete version securely using https://pastebin.com or https://quickforget.com and paste the link here.
    • You mentioned the error “Buyer access token not present.” This error typically points to a session or token issue during checkout, and it’s possible it’s linked to caching or an interruption in the PayPal JavaScript during checkout.
    • When testing the checkout process, are you always logged in as an administrator? If so, can you try checking the process using a private/incognito window or while logged in as a different user to ensure you’re seeing the same experience your customers do?
    • I see you have the Code Snippets plugin active. If you have any custom snippets enabled, I’d recommend temporarily deactivating them to rule out any unintended behavior during checkout.

    To further troubleshoot this, I suggest performing a conflict test to rule out plugin or theme interference. You can follow this step-by-step guide: https://woocommerce.com/document/how-to-test-for-conflicts/

    Temporarily switch to a default theme like Storefront and disable all plugins except WooCommerce and WooCommerce PayPal Payments. Then test the checkout flow again (in a private browser) to see if the issue persists. If it doesn’t, reactivate the other plugins one by one until the issue reappears.

    Let me know what you find, and if possible, please upload any screenshots via https://snipboard.io and share the link here. We’ll continue digging in based on your results. Let’s see how it goes!

    Plugin Support Feten L. a11n

    (@fetenlakhal)

    1 year ago

    Hi there,

    We haven’t heard back in a bit, so I’ll go ahead and mark this as resolved for now. If you’d like to pick things back up later, we’re just a message away!

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

The topic ‘failed orders’ is closed to new replies.