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[Support request] Failed transactions

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Tips and Tricks HQ Support Portal › Forums › WP eStore Forum › Failed transactions

  • This topic has 1 reply, 2 voices, and was last updated 3 years, 3 months ago by wzp.
Viewing 2 posts - 1 through 2 (of 2 total)
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  • January 30, 2022 at 3:30 am #84111
    PJV20977
    Spectator

    Hello there

    I’m not sure where to start with this because the problem is quite vague. However …

    I’ve received emails from two different customers this week, describing how they’ve tried but failed to make a purchase on our website.

    The first customer I thought nothing of it.

    The second one said …

    “The MFA-check on my banking app was correctly granted, but PayPal didn’t transfer me back to your website after completing the last step of the payment. Also, I didn’t received any confirmation neither from PayPal nor from you.”

    Obviously with two customers in only a few days, I am starting to worry.

    How can I get to the bottom of the problem and try to fix it?

    January 30, 2022 at 3:31 pm #84113
    wzp
    Moderator

    “The MFA-check on my banking app was correctly granted, but PayPal didn’t transfer me back to your website after completing the last step of the payment. Also, I didn’t received any confirmation neither from PayPal nor from you.”

    1. Unless you have the debug logs turned on, we are going to start by making “best guesses” about what you should be checking.
       
    2. 2FA for PayPal does not require your site’s involvement.
       
    3. If you check your PayPal account; is there any record of a successful payment taking place, at the claimed time? These records are independent of your site’s operational status.
       
    4. If there is a record of a successful transaction; do you have the PayPal PDT correctly configured?
       

    Obviously with two customers in only a few days, I am starting to worry.

    Have previous transactions, successfully been processed?

    How can I get to the bottom of the problem and try to fix it?

    Please see first bullet point.

    • This reply was modified 3 years, 3 months ago by wzp.
    • This reply was modified 3 years, 3 months ago by wzp.
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