Failed orders but recorded successfully

  • chrisarchels

    (@chrisarchels)


    2 days ago

    Hello,

    Customers are seeing “order failed” when placing an order on our site, but I see that it’s been successful in WordPress, I also get successful order confirmations to my email. This makes my customers placing more than one order. I just had a customer placing four orders, all was failed according to our website so he gave up. But all four orders was successful in WordPress. I have a screenshot from the customer if you want to see. It’s a very serious issue as we have expensive products. We’ve never experienced this issue before and we’ve had the shop since 2019. I really hope you guys can fix this asap. Many thanks in advance!

    /Chris

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

    (@shahzeenfarooq)

    1 day, 22 hours ago

    Hi @chrisarchels!

    Thank you for explaining the issue in detail. I understand how serious this is, especially when customers are seeing an “Order failed” message even though the orders are actually being created successfully in WordPress. This could understandably lead customers to place the order multiple times.

    To help us investigate this further, could you please share the following details?

    • Which payment method was the customer using when this happened?
    • Were you able to reproduce the issue on your end?
    • Have you tried placing a test order using Cash on Delivery? If so, do you experience the same “Order failed” message?
    • Please share the WooCommerce error log generated around the exact time the affected order was placed and the “Order failed” message appeared.
    • Please also share your WooCommerce System Status Report.
    • If possible, please share the screenshot provided by the customer showing the “Order failed” message.

    You can share the error log and System Status Report using Pastebin. When creating the Pastebin, please enable the “Burn after read” option so the information is automatically removed after it has been viewed.

Viewing 1 replies (of 1 total)

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