Help me understand how Order Cancel works

  • Resolved ancawonka

    (@ancawonka)


    8 years, 4 months ago

    Hi there,

    I’m using WooCommerce 2.4.8, and I noticed that several orders in my client’s new shop are showing up as “cancelled” after a few days. Looking at the order notes, I see:

    IPN payment completed
    added on December 5, 2015 at 11:11 pm

    Order status changed from Pending Payment to Processing.
    added on December 5, 2015 at 11:11 pm

    Unpaid order cancelled – time limit reached. Order status changed from Pending Payment to Cancelled.
    added on December 8, 2015 at 5:02 pm

    Why did this order get cancelled for being unpaid, if the payment shows up as completed?

    We’re checking in PayPal to see this payment is, or is not, in the account.

    https://wordpress.org/plugins/woocommerce/

Viewing 5 replies - 1 through 5 (of 5 total)
  • Thread Starter ancawonka

    (@ancawonka)

    8 years, 4 months ago

    Okay, more information.

    It looks like 3 of our 4 cancelled orders had completed payment. The money was in the PayPal account, and it was transferred to the client’s bank between the time they received the order and payment, and shipped out the product.

    Does WooCommerce somehow get a note from PayPal that the funds are no longer in PayPal? Would this also be an issue if my client had marked the order as “complete” instead of just leaving it in Processing?

    Plugin Author Mike Jolley (a11n)

    (@mikejolley)

    8 years, 4 months ago

    No, the order cancellation event you noted would only kick in if the order status was not processing or complete somehow – it targets pending orders specifically. Check the orders are indeed changing statuses, and nothing else is preventing this.

    Thread Starter ancawonka

    (@ancawonka)

    8 years, 4 months ago

    Thanks Mike! I’ll pay attention to the statuses for the next few days and see if there’s not something else weird going on w/ the person who’s processing them.

    The order of events is that it went from new -> processing -> canceled, but that doesn’t make sense to me either. Maybe there was a change that didn’t result in a note?

    is there a way to log these events somehow so I can get more details?

    Jesse Pearson (a11n)

    (@jessepearson)

    Automattic Happiness Engineer

    8 years, 4 months ago

    Hi @ancawonka,

    Try WP Security Audit Log, it tracks when changes are made in WordPress, including changing the status of an order 🙂

    Thread Starter ancawonka

    (@ancawonka)

    8 years, 4 months ago

    Oh, that’s a really good idea! Thanks Jesse!

Viewing 5 replies - 1 through 5 (of 5 total)
  • The topic ‘Help me understand how Order Cancel works’ is closed to new replies.