Support » Plugin: Paid Memberships Pro » Order stuck in review (paypal express)

  • Resolved nunks

    (@nunks)


    I have a user who subscribed and paid via Paypal Express, but her membership wasn’t upgraded accordingly by PMPro. The recurring payment is set in Paypal and I received payment, but her order is stuck. The IPN log says it received confirmation from PayPal, and I even tried resending the IPN message through PayPal’s history, saw it being received in the log file, but nothing changed in her order. The user is still without access.

    I was able to reproduce the problem: since the order status is “review”, I tried subscribing, paying through paypal, but not clicking the “confirm” button right away when in review stage. I waited some 5 minutes, clicked confirm and got the “A successful Billing Agreement has already been created for this token.” message. My order is stuck in review and my user is still in its old subscription level.

    Checking the database I confirmed the order has a paypal_token, but columns payment_transaction_id, subscription_transaction_id are empty and there is no IPN_ID in the notes column.

    Unfortunately, no PMPro related messages were written to my WordPress debug.log when I reproduced the problem 🙁

    Is this really a bug or is it by design? Is there some timeout to the review process when paying via PayPal?

Viewing 3 replies - 1 through 3 (of 3 total)
  • Plugin Author Andrew Lima

    (@andrewza)

    Hi @nunks

    Thank you for using Paid Memberships Pro.

    I recommend in setting the “Confirmation Step:” to “Skip”, this will automatically confirm the PayPal subscription and prevent this from happening.

    For user’s that have review status you should be able to change their order status to success which should give them their level and access.

    Skipping the confirmation step should solve it for future payments. It is possible that there is a timeout on tokens from PayPal’s side.

    Plugin Author Jason Coleman

    (@strangerstudios)

    Hi, nunk. Andrew’s reply is good advice in general and helps with the general case where orders are stuck in review and not confirmed.

    However, we’ve also seen an issue lately with PayPal where this is happening. The order is being processed by PayPal, but they are returning an error to us at the time of checkout. And so we don’t create the user or complete checkout. This is happening in particular on high volume sites.

    We are in the process of working on a fix and hope to have a point release out as soon as possible. Maybe later this week. Look out for that and update when you see it. Let us know if the problem persists after that.

    Thanks.

    Thread Starter nunks

    (@nunks)

    Hello, thanks for the fast response!

    I now changed the setting to skip the confirmation step and it seems to be working fine.

    Since this is a low volume site and we generally know our users beforehand, I issued a refund to the user, cancelled her subscription on PayPal and asked her to try again. If I had manually changed the order status to “success” as a workaround, I think I would have lost the data collected during checkout through the Register Helper Addon, and I’d rather ask the user to fill the form again than ask for it via email.

    If I had manually changed the order status, would the rest of the subscription automation still work, like scheduled expiration warning emails? Would it work if I manually filled the payment and subscription IDs by hand?

    Even if PayPal denies confirmation because of some kind of timeout, shouldn’t the IPN receipt “overwrite” the order status? In my test, the confirmation IPN was only received after I clicked “confirm” even when I waited 5 minutes and got the error message, so it seems safe to rely on the IPN as a fallback to review confirmation, doesn’t it? Of course, this doesn’t solve the problem with missing Registration Helper data…

    Thanks again!

Viewing 3 replies - 1 through 3 (of 3 total)
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