Zee
(@doublezed2)
Hello Ctella1312,
Thank you for contacting WooCommerce support.
I understand you’re experiencing an issue where the order status is often incorrectly marked as “canceled,” even when the order has successfully gone through.
Is this issue happening for all orders or only specific ones?
Please edit the affected orders and share screenshots of the Order Notes.
Order notes will provide more detailed insights into what is happening at the backend.
Lastly, share your site’s System Status Report.
You can find it under WooCommerce > Status, then select “Get system report” and “Copy for support.”
Looking forward to your response. 🙂
Hello Zubair Zahid,
Thank you for reaching out.
This issue is not happening with all orders, only with some. It has been ongoing for almost three weeks now.
I’ve attached the image of the Order Notes you requested: https://jmp.sh/s/iM5NJPQ8eFEelRsdNnfo
and included the System Status Report for your reference: https://pastebin.com/c5uEJthz
Please let me know if you need anything else to help troubleshoot this further.
Looking forward to your feedback!
Best regards,
Stella
Hi there!
Thank you for sharing the screenshot and system status report. In the order status screenshot, I can see the “time limit reached” error message. Please note that when an order remains in the “Pending Payment” status for too long, WooCommerce can automatically change its status to “Cancelled.”
Here’s how you can check and adjust this setting:
- Go to WooCommerce > Settings > Products > Inventory.
- Look for the “Hold Stock (minutes)” setting.
- This setting determines how long WooCommerce holds stock for orders in the “Pending Payment” status. After the specified time, if payment is not completed, the order status changes to “Cancelled.”
- You can either increase the time limit (e.g., set it to a higher number) or leave it blank to disable the automatic cancellation.
If this doesn’t resolve the issue, I suggest contacting the payment plugin provider to check if there is any settings issue causing delays in the payment process, which may result in the order status automatically changing due to the time limit being reached.
In the meantime, I’d like to understand your site properly. Please share with us the necessary information below for us to investigate the issue further:
- System Status Report which you can find via WooCommerce > Status > Get system report > Copy for support.
- Fatal error logs (if any) under WooCommerce > Status > Logs.
Once we have more information, we’ll be able to assist you further.
Hello,
We have the same issue now, but it show the status of pending payment instead of Cancelled.
Can you please help me again with that?
Kind regards,
Stella
Zee
(@doublezed2)
Hello Ctella1312,
Thank you for your reply.
This is an old thread and the issue you are facing now might be a different one.
Therefore, I suggest creating a new topic.
Once you create a new topic, I will be happy to assist you further.
Best regards.
