Paid Orders not returning as ‘Processing’ staying in ‘Pending’

[Johanne]

Hello,

This is the last bug that if fixed, I would recommend this.

So orders that are paid through Paypal Split Payments are coming back as Pending Payment which causes them to go to Cancelled after one hour.

I have read many forums here on the auto-complete but I cannot use this as I have tickets on payment plans and they must go to Partially Paid and not Complete.
So here are the issues.

If customer cancels order, the order still says ‘Pending Payment’

If customer pays, order stays in ‘Pending Payment’ – this leads to the stock numbers not changing and reports being out of whack.

The order statuses work through my Paypal Pro as well does the stock so it’s not an issue with Woocommerce but your PayPal integration. somehwhere the IPN is not triggering back to Woocommerce.

Please help me with this problem. I would be sooooooooooooooooooooo greatful.

[George]

Thanks for reaching out Johanne. We are indeed working on some issues with PayPal in general and so those general IPN issues may be the main problem here.

To help me investigate this a bit more, can you clarify:

1. What is the WooCommerce extension or other method you use for the “payment plans” for tickets? How do you do this?

2. Does this issue only happen with orders that are using this “Payment plan” method? Or does it happen to all types of orders on your site?

Thanks,
George

[Johanne]

Hello,

I’m using Woocomerce Deposits which has a setting so you can set payment plans. I’m using this with a $400 ticket. The user can pay it in 5 installments. The system creates the installments at the time of purchase and they go into ending payment when the scheduled payment is due.

This issue happens with all orders, not just Partially paid ones. If the order goes through Paypal splits, it stays pending. If it goes through PayPal Pro (credit card) it goes straight to Complete order( not what I want but better that going canceled)

Quite frankly, I do not believe this deposit plugin has anything to do with it because it was happening before I installed it.

thank you for your help!

JO

[George]

Hey Johanne,

Thanks for this information.

Do you happen to have the “Attempt to mark orders as ‘Complete’ automatically” option checked in your Event Tickets settings?

1. If so, does anything improve here if you un-check this option and then observe how payments and order statuses are affected?

2. I notice you have Community Tickets on your site. Do you notice any difference in behavior between orders of “Community Tickets” tickets, vs just “normal” tickets that you manually create in your wp-admin yourself?

There are often issues with IPN communication, which does unfortunately affect our plugins. This is a PayPal / server issue, not a WooCommerce or Event Tickets Plus issue. This may be a factor here, but I’m not certain yet. Let me know about the two questions I posed above for now—that information could be quite helpful.

Thanks for your patience here.

Sincerely,
George

[Johanne]

Hi George,

I’ve turned off the Autocomplete option in the Tickets Settings because it was making all orders go to complete, even before the customer pays. ( As soon as it leaves page, it goes to complete) So that’s off.

I’m using Community Tickets, yes. All the tickets I’ve created are from events. The other ones are test events/tickets and they have the same issues.

The PayPal Pro which I’m using for credit cards and does not allow splits, use to make the orders go to Processing and then I would go and complete them. This is what I want to get back. Now since I turned on nd off the Autocomplete option, The Paypal Pro orders got to Complete instead of the normal flow.

Somewhere PayPal IPN is not hitting your Paypal Split Payment therefore not coming back with responses and triggers.

Let me know if there’s any more information I can give you. I want to help you guys get this thing working!

Thank you

JO

[George]

Thanks for this information, @Johanne.

I am reaching out to a developer on our team to see if they can help me provide some insight on this. I am looking into your reports and trying to figure out exactly where things could be going wrong.

Thank you so much for your patience here! Stay tuned.

— George

[Johanne]

Thank you George.

You can make it happen!

Cheers

JO

[George]

Stay tuned!
George

[Brook]

Howdy Johanne,

I was able to reproduce your same issue in certain circumstance. This definitely looks like a bug. Given the impact this has I have logged it as out highest priority on a scale of 1-5. Although, it is possible that someone with better knowledge of our priorities will alter this, as it is likely to not impact many users. Thus bugs which impact more users and were reported earlier might take precedence on our list of priorities.

While you wait on a fix, the only two workarounds I can think of:

1. Set ticket orders to auto complete. However, it sounds like this will not work for you due to the circumstance you mentioned.
2. Continue manually completing orders where you have received payment.

So the good news is this is something it looks like we can fix, and we plan to as soon as we reasonably can. As soon as  a fix is ready we will respond to this topic, letting you know you should update your plugin.

Please let us know if you have any questions.

Cheers!

– Brook

[Johanne]

Hi Brook,

Thank you for the response. I totally get priority and happy that it made it to the list! 🙂

I’m happy to hear that there is a fix. Right now I have taken off the limit for canceled orders.

I await impatiently the fix!!!

Thank you

JO

[George]

Sure thing JO, stay tuned to this thread for updates about the fix.

If there are no updates on this thread, then there is no news — but we will update when there is news.

Stay tuned!
George

[Johanne]

Any word on this?

[Brook]

Howdy Jo,

Nothing new to report yet. I did bring it to the attention of our release planners once again, but it was already on their radar. While I don’t have a timeline nor release, we will of course hit this as soon as we possibly can after weighing it against any other bugs we know of.

We will get back to you as soon as we have exciting news regarding this bug. Until then, stay tuned. Cheers!

– Brook

[Victor]

Hello Johanne!

Just wanted to share with you that a new maintenance release (for the Week of 10th July 2017) is out, including a fix for this issue 🙂

Find out more about this release → https://theeventscalendar.com/maintenance-release-week-10th-july-2017/

Please update the plugins and let us know if the fix works for your site.

Best,
Victor

[Johanne]

Hello Victor!

That’s great.

Thank you very much!

Cheers

Jo

[Author]

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