Woocommerce

Hi there @btfquan

Our customers get an error when they buy a file on our site (I sell digital files) after payment is done they get a return link but no file to download. Yes only show title and price, no file there and in orders section the order status is not updated as completed, it was just canceled, but I still get the money. I
Is my Woocommerce error?
please help me

Thanks for contacting us.

To resolve the issue you will need to check the following:

1) Please make sure that you setup correctly following this guide: Digital/Downloadable Product Handling

2) Also please make sure you’ve added the file in the product data setting:

Link to image: https://d.pr/i/XvJlNE

Once you have done making the changes, you might want to do a test order, and see if the purchase flow along with the download works.

I’ll leave it to you to check and please let me know!

Hi @btfquan,

in orders section the order status is not updated as completed, it was just canceled, but I still get the money.

If the order status is set to “cancel” instead of “Completed” for a digital/virtual product and you’re seeing the customer’s payment in your payment gateway dashboard, then that points to an issue with your payment gateway setup.

I’d recommend double-checking that your payment gateway is properly set up. If you’re able to replicate the issue on your end, a good step would be to enable “debug” for the payment gateway and place a test order, then check the payment gateway log (WooCommerce > Status > Logs) to see if you can find anything useful.

I’d recommend contacting the developers of your payment gateway for assistance. So far, it appears customers are unable to access the file because the order status is set to cancel, hence my recommendation to look into the payment gateway set up.

I hope this helps!

Hi @btfquan,

Could you please confirm if you’ve followed our previous recommendations and the issue still persists?

Can you share a screenshot of the order notes for order 25413? Please avoid capturing personal information in the screenshot.

Hi there @btfquan

Thanks for sharing all the information so far.

Could you please do the following, I’d like to know more about your setup:

1) Can you please take the screenshot of that product setup, similar to this https://d.pr/i/XvJlNE (I recommend https://snipboard.io for sharing screenshots – please follow the instructions on the page, then paste the URL here)

2) Could you please try to switch your theme to Storefront, and test again purchase flow? On the order received page, you should see the download section there, unless there is a theme/plugin conflict.

Link to image: https://d.pr/i/idYawH

Please do the above steps, look forward to your reply.