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woocommerce / woocommerce-paypal-payments

https://wordpress.org/plugins/woocommerce-paypal-payments/
GNU General Public License v2.0
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Payment was deducted from the customer's account when placing the order, despite the order status being marked as Failed in woocommerce orders. #2034

Closed maksdts closed 4 months ago

maksdts commented 4 months ago

We have a customer that put in an order and the purchase failed but claims that the amount was taken. When looking in WooCommerce it does show up as Failed but when I click on Refund, the amount of the purchase is there for me to refund. It also show in Paypal's transaction the captured amount.

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Checkout: #534231 - /checkout/ My account: #10 - /my-account/ Terms and conditions: #33686 - /website-terms-conditions/ ### Theme ### Name: Astra Child Version: 1.0.0 Author URL: http://wpastra.com/about/ Child Theme: ✔ Parent Theme Name: Astra Parent Theme Version: 4.4.0 – 4.6.5 is available Parent Theme Author URL: https://wpastra.com/about/?utm_source=theme_preview&utm_medium=author_link&utm_campaign=astra_theme WooCommerce Support: ✔ ### Templates ### Overrides: astra-child/woocommerce/archive-product.php astra-child/woocommerce/cart/cart-shipping.php version 3.6.0 is out of date. The core version is 7.3.0 astra-child/woocommerce/cart/cart-totals.php astra-child/woocommerce/cart/cart.php version 3.8.0 is out of date. 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Sirvijver commented 4 months ago

Hello @maksdts

You have reached out to open GitHub forum with a support request. We utilize GitHub mainly for development activities, so I would like to ask you to reach out to the support team directly for more guidance.

I sound like there might be an issue with the webhooks on your site. After the payment was received, it doesn't look like the payment confirmation webhooks arrived at WooCommerce and the order was set to "failed". However, in this situation you could just continue sending the order, correct? You have received the payment and can manually change the order status.

If this is a more common issue, you may want to perform a full conflict test to rule out eventual issues with the theme or a different plugin. We recommend temporarily activating the default theme Storefront and disabling all other plugins except for WooCommerce and PayPal Payments to see if the behavior persists. Here's a guide that explains the steps in more detail: How to test for conflicts

There was no direct question from your end, so I would ask you to open a support engagement if you have more questions for us, because we will close this thread.

Kind regards, Joost