Home Forums WC Vendors Pro Support Cancelled Orders via Paypal – Help!

NOTICE: We've Moved to a Ticket System for Support

As of August 31, 2017 (12am EST) our support forums will be retired (read-only), and we will be moving to a support ticket system.  This will allow us to better organize and answer support requests, and provide a more personalized experience as we assist our customers.

For the time being, we will leave our forums open for reading and learning while we work on creating a more robust Knowledge Base for everyone to use.

If you are a WC Vendors Pro customer please open a support ticket here. 

If you are a WC Vendors user please open a support ticket on the Wordpress.org forums.

The information on this forum is outdated and in most instances no longer relevant. Please be sure to check our documentation for the most up to date information.

https://docs.wcvendors.com/

Thank you to all of our customers!

 

Viewing 23 posts - 1 through 23 (of 23 total)
  • Author
    Posts
  • #65536
    Karen Thomas
    Participant

    Hi Anna,

    I use Paypal Adaptive Payments and suddenly from last night all orders are coming through as Cancelled Orders.

    I bought something so I could test myself and after checkout I was taken to a Paypal page asking me to enter a code to prove I’ve human before then taking me to the normal Paypal payment page.

    Have you heard that Paypal have changed their process? All my customers are cancelling their orders when they see the are you human type page 🙁

    Thank you,

    Karen

    #65539
    Anna
    Member

    @conscious-crafties
    This is the first I have heard of this.
    Are the payments able to be processed and people are choosing to cancel? Or are the payments not able to process?

    I’ll look into this and see if I can find info about a new paypal checkout captcha/check for customers..

    #65542
    Karen Thomas
    Participant

    Customers are telling me they haven’t cancelled the order and payment has been taken – eeep! But all the orders are coming through as cancelled

    #65547
    Karen Thomas
    Participant

    We’ve had two orders come through fine (plus the ones I tested where Paypal forced me to enter a code)

    But the others have come through as cancelled with this note in wp-admin:
    Unpaid order cancelled – time limit reached. Order status changed from Pending Payment to Cancelled.

    When I’ve contacted the customers who had the cancelled orders they told me they didn’t cancel their order and they paypal account is showing that the payment has been taken, some vendors have received the money others haven’t!

    I’m totally confused!

    #65549
    Karen Thomas
    Participant

    I’ve found a match of a vendor and customer where the payment is showing in both their paypal accounts. So I’ve marked that order in wp-admin as processing, so that it would appear in the orders tab in the vendor dashboard. I then manually sent them both the order confirmation email (by amending the cancelled order email).

    But the other customers say they didn’t cancel and the payment has been taken from their paypal – but the vendor hasn’t received in their paypal account.

    Panicing muchly!

    #65564
    Garry Mitchell
    Participant

    Hi,

    I’ve suddenly had a load of failed orders.

    When pressing ‘Place Order’ on the Checkout page, an error appears at the top of the page ‘Internal Server Error’

    The order is created in WooCommerce, left as Payment Pending.

    A similar issue hit the WooCommerce PayPal payment gateway the other day: https://github.com/woocommerce/woocommerce/issues/14956

    This was a change on PayPal’s end which affected one of the ways that payments are done with WooCommerce – maybe it is something similar here?

    #65565
    Anna
    Member

    @105eoc
    Might be related– looks like paypal had to make some changes to fix it, and that is not Adaptive payments.. so I am not positive that these issues are related.
    Are you having the same issue as Karen where the orders are all coming up as cancelled- yet payment still being taken from the customer’s account?


    @conscious-crafties

    But the other customers say they didn’t cancel and the payment has been taken from their paypal – but the vendor hasn’t received in their paypal account.

    So.. where is it going? Is it going to your admin account?

    #65566
    Garry Mitchell
    Participant

    No, we are not even getting to PayPal.

    Might (or might not be related) but yesterday I “upgraded” from 1.3.9 and now it’s broken…

    Maybe it’s not the same issue, and I need a new support thread for this…

    #65574
    Karen Thomas
    Participant

    Yes might be a different issue Garry. Thanks for posting here though.

    I do think that Paypal might of changed their Paypal Adaptive Payments code for it to suddenly start cancelling orders. Started last night.

    Anna,
    I have no idea where the money has gone! I don’t touch the money at all these days, 100% goes straight to the vendors Paypal account immediately (or should do!)

    I’m actually considering putting my site in maintenance mode as this could have a huge impact on customer experience, vendor opinion and bankrupt me if I need to refund customers with money I’ve never received!

    I know this isn’t a WCVendors issue and sorry for posting here, but I wanted to see if any other site owners where having the same issue. I’ve not updated or changed anything at all so the fact it’s suddenly happening points to Paypal. I’m desperately trying to find a way to raise a support ticket with them like I have previously but their site is sending me in loops to avoid people raising tickets!

    🙁

    #65576
    Anna
    Member

    @conscious-crafties
    Can you call PayPal?
    I am not 100% sure this ISN’T a WC Vendors issue- but we have not changed anything at all.. so I do not think it is.
    However, i will help you how I can. I just feel a bit lost as to how to help since I cannot see what is happening on PayPal’s end.
    The funds have to have gone somewhere- they did not just vaporize. So PayPal should be able to at least tell you that.

    We need to know what they are seeing on their end, since we can only control what’s going on with our adaptive payments integration. 🙁

    #65577
    Garry Mitchell
    Participant

    Just to update you, I’ve rolled back to 1.3.9 and it’s working again for me, so does definitely seem like a different issue.

    Thankfully I’ve been in contact with 2 of the 3 people who tried to place orders on my site, and all the vendors are separate divisions of a single club where I still have visibility of all PayPal accounts.

    I wish you luck with your issue and hope it’s resolved quickly!

    Garry

    #65600
    Karen Thomas
    Participant

    Just to update this, I’ve sent an email to Paypal Developer Technical Support.

    I have noticed that all Cancelled orders are happening at 54 mins past the hour. Could be a coincidence or not!

    Will add Paypal’s reply here once I receive…

    Many thanks Anna for all your help x

    Glad you got yours working again Garry!

    #65606
    Anna
    Member

    @105eoc
    Strongly suspecting Garry that this was a timeout issue on paypal’s end and perhaps a system glitch on their end. I have a few other reports of a similar issue, and all seemed to occur around the same time.

    #65610
    Obsi Dian
    Participant

    We’ve had this happen too. Not with all orders, just 3 (so far) out of a batch of 10 otherwise identical purchases and I can’t see a connection. Vendor had a sale on a downloadable pattern so we had a bunch of orders all the same, and all the other orders went through fine.

    Ours weren’t at 54mins past the hour, but when I checked the times, I did notice something odd with the times listed on the cancelled orders. There is a time listed in the general details, and a payment time under the “order details” heading and an order status time in the order notes…. in the cancelled orders those times didn’t match at all.

    Order that went through ok: order placed 11:13am, marked paid 11:19am, order note 11:19am

    Cancelled order #1: order placed 10:10am, marked paid 1:48am, order note 11am

    Cancelled order #2: order placed 14:39, marked paid 9:52 am, order note 3:39pm

    Cancelled order #3: order placed 20:52, marked paid 7:58 am, order note 9:40pm

    — So checking orders that did go through, the times look right. The orders that didn’t go through properly have weird times. Maybe that is why. The time the order was placed I think is correct, but the time paypal is listing as the time it was paid is WAAAAAY out.

    I’m panicking because the only reason we knew it happened was a customer emailed the vendor to ask why the order was cancelled, the vendor emailed me and I’m all “the system says paypal timed out, and no payment is recorded, so they haven’t paid” blah blah – but then the vendor checked and they were paid! So luckily we knew to look out for mysterious payments with no orders, then it happened twice again. But we get cancelled orders from time to time when people cart stuff but never check out (well, I’ve been assuming that’s it) – so unless a customer/vendor lets me know there’s an issue and they did pay – I’ll have no way to know. Obviously we can’t have customers paying for things and the vendors not noticing and not filling the order.

    #65618
    Obsi Dian
    Participant

    Actually, looking at old (properly) cancelled orders, it seems if there was no payment made, then it just says under the order title “Payment via PayPal. Customer IP”. If there was a payment made (even if the order says it is cancelled) then there will be a date and time shown there.

    So that is how we’ll know if the customer has paid or not.

    #65622
    Anna
    Member

    @clothpadshop
    Please let me know if this continues to occur.
    It think something went haywire with paypal last night.
    Nevertheless, if this happens again, please let me know.

    #65632
    Karen Thomas
    Participant

    Oooh that’s weird, I don’t see a time or date just under the order number in my wp-admin for recent cancelled orders or previous cancelled orders. I only see the date and time there for processed orders.

    My time for the Order Date and Order Note are the same (both 54 mins past the hour)
    Previous cancelled orders also have matching times (but NOT 54 mins past the hour)

    So we maybe having different issues possibly?

    #65634
    Karen Thomas
    Participant

    Oh by the way @CLOTHPADSHOP for the ones where vendors have confirmed they received the paypal payment, I have changed the status on the order in wp-admin from Cancelled to Processing. That then puts their order into their vendor dashboard. I check whether the item needs stock reduced too and update the product if so. I then manually adjust the Cancelled order email I received to say ‘thank you for your order’ and email to the customer and also the vendor. So much faff! Exhausted after today.

    Let’s hope the techy fairies sort this overnight!

    Might be worth you reporting this with Paypal via here:
    Paypal Developer Technical Support

    Karen

    #65639
    Obsi Dian
    Participant

    So far the ones we’ve had have been downloadable products, so I’ve changed the status to completed and the vendor has been sending them an email to explain what happened.

    I sent through the report to paypal with the info on the times.

    #65646
    aand
    Participant

    Just want to chime in that I’ve also started seeing sporadic Paypal issues with adaptive payments for the past few days (seemed to start late on May 17th). Most orders go through just fine, but some are left as Pending, and I have to manually complete them. It started happening out of the blue, and I haven’t changed anything on my site in that time frame, so I suspect it’s something on PayPal’s end. I’ve contacted support and am awaiting their reply.

    #65667
    Karen Thomas
    Participant

    Hi @AAND sorry you’re having cancelled orders too!

    I imagine Paypal would have seen a huge increase in cancelled orders and hopefully have fixed it.

    I’ve not had any cancelled order yet – have you two?

    #65668
    Obsi Dian
    Participant

    We’re only a pretty small site, so don’t get many orders per day normally – but all the orders we’ve had today have gone through fine. So fingers crossed whatever glitchy business was happening, is sorted now (especially since I’m going away for the weekend so leaving my vendors on their own lol)

    #65669
    Karen Thomas
    Participant

    Eeeep you’re brave leaving them 😉 Have a wonderful time and lets all keep everything crossed those techie gremlins have buggered off! 😀

Viewing 23 posts - 1 through 23 (of 23 total)
  • The forum ‘WC Vendors Pro Support’ is closed to new topics and replies.
This website uses cookies to ensure you get the best experience on our website.