Hi there,
Thank you for reaching out!
We are experiencing an issue in which the order in WooCommerce has been set to cancelled due to time limit. Check the screenshot below:
https://prnt.sc/qa9ojh
These are happening on several orders now. Although these orders are cancelled on WooCommerce, we confirmed that the payment actually successful in Square.
This sounds like Square isn’t able to confirm payment to your site, so the order eventually times out.
As a first step, I’d suggest updating both WooCommerce and Square to the latest version. It makes sense to test such update on a staging site first. Also, please disconnect your site from Square in WooCommerce >> Settings >> Square and re-connect.
As a next step, please head to WooCommerce >> Settings >> Payments >> Square and enable debug logging – this way, we should have more details about this behaviour in the error logs which will be saved in WooCommerce >> Status >> Logs.
There’s also chance this is caused by either a conflict with your theme or with another plugin.
The best way to determine this is to:
- Temporarily switch your theme to Storefront
- Disable all plugins except for WooCommerce
- Check if the order status gets changed to “Processing” or “Completed” when a new order is placed
If the status of new orders is changed to “processing” or “completed” with all plugins except for WooCommerce and Square disabled, as well as the default Storefront theme – then we’ll know it’s a conflict. To figure out which plugin (or theme) is causing this behaviour, reactivate your theme and plugins one by one, testing after each until you find the one causing this conflict.
YHere’s a more detailed explanation on how to conflict test.
If you’d prefer not to do this test on a live site and your host doesn’t supply the hosting environment – you can clone the site using a plugin like WP-Staging and do the test there:
https://wordpress.org/plugins/wp-staging/
Let us know if this helps!
