Support » Plugin: WooCommerce » Payment received in PayPal but cancelled order!

  • Resolved RobWord

    (@robword)


    Hi

    There was a WooCommerce update recently. Since that date I have gotten this on an order;
    “Unpaid order cancelled – time limit reached. Order status changed from Pending payment to Cancelled.”

    The payment actually went through to PayPal, but the system didn’t return a Payment ID, like other orders and cancelled the order.

    Can you help. It’s pretty urgent as it involves a customer.

    Thanks

    Rob

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

Viewing 6 replies - 1 through 6 (of 6 total)
  • Plugin Support Cara – a11n

    (@dcka)

    Hi, @robword!

    There are many different PayPal plugins. Can you confirm which one you’re using? You can check that from WooCommerce > Settings > Payments.

    If it’s PayPal Standard, this issue usually happens due to IPN failures. On the order notes for the problem order, are you seeing any error messages? You might also want to go through the section on Debugging IPN issues here: https://docs.woocommerce.com/document/paypal-standard/#section-23

    I hope that helps get you closer towards finding a solution!

    Thread Starter RobWord

    (@robword)

    Hi

    The only thing I am seeing is the message I posted.
    I checked the settings and it’s PayPal Standard. The box; Enable IPN email notifications is ticked but I didn’t get a notification.
    As I said, the Payment was received in PayPal, just didn’t respond to sending the order through.

    Rob

    Plugin Support Cara – a11n

    (@dcka)

    @robword, are you still experiencing this issue?

    The message “Unpaid order cancelled – time limit reached. Order status changed from Pending payment to Cancelled.” indicates that WooCommerce has not received any signal from PayPal that the orders have been paid.

    As you mentioned, the payment went through to PayPal, however, the Instant Payment Notification (IPN) message most likely wasn’t received by your shop.

    Please go over the IPN configuration again according to this: https://developer.paypal.com/docs/api-basics/notifications/ipn/IPNSetup/#setting-up-ipn-notifications-on-paypal

    You will then need the notification URL from here: https://docs.woocommerce.com/document/paypal-standard/#paypal-ipn-url

    Thread Starter RobWord

    (@robword)

    Thanks

    I changed those. I will see if they make a difference on the next order.

    Rob

    Plugin Support Cara – a11n

    (@dcka)

    Hey, @robword!

    We haven’t heard back from you in a while, so I’m going to mark this as resolved. However, if you do have any further questions, feel free to start a new thread.

    Thread Starter RobWord

    (@robword)

    Yep, not had another sale since the issue. Will let you know. I did find that my IPN was set for another email and turned off.

    Thanks

Viewing 6 replies - 1 through 6 (of 6 total)
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