Order Paid Payment Taken - Status Cancelled

Hi,

If the order was cancelled, it means that something was wrong. The two main reasons when it only happens for some orders are:
- the IP address of the PayPal server was not in the list of authorized IPs in the payment method (leave empty to avoid the issue)
- the amount paid was not exactly the same as the amount of the order (can happen if the "send order details" setting is activated in the payment method and the "round prices during calculations" setting of the HikaShop configuration is turned off)

So please check all this.

Hi,

It could also be that the "verified status" setting of the payment method has been changed to "cancelled" instead of "confirmed", so that's another thing to check.

Hi,

And the amount of the transaction in PayPal is exactly the same as the total amount of the order in HikaShop ?
In that case, maybe it comes from a temporary network issue which prevented the PayPal payment plugin from contacting PayPal's server to validate the IPN during the notification process. In that case, it could exceptionnally trigger a cancelled order event instead of confirming the order as the plugin wouldn't be able to differentiate the IPN from PayPal to an IPN sent by someone else trying to confirm an order that was never paid.

Hi,

Yes, you can do that too with the new PayPal Checkout plugin.

Regarding the issue with the old plugin, you can activate the debug setting of the payment plugin and next time you have the issue, you can look in the "payment log file" of the HikaShop configuration. It should contain information about what's going on.

But yes, switching to the new plugin will circumvent the problem, and not only that but the new plugin offers a better user experience for your customers. And that's without saying that the old plugin will probably not work anymore in a few years when PayPal discontinue the API since it's now almost 20 years old.

Hi,

This indicates that everything went fine for the PayPal plugin during the payment notification.
So either:
- you have selected "cancelled" instead of "confirmed" in the "verified status" setting of the payment method. So check it via The System>Payment methods menu
- you have a mass action or a plugin which changes the status from confirmed to cancelled on the fly during the confirmation of the order. So, do you have mass actions ? Do you have custom plugins ? Does it work fine if you manually changes the status of the order in the backend ?

These would be the things to check.

Hi,

If it works for some orders and not for others, and it's not a mass action or a custom plugin, all I can think of is that the amount paid is not exactly the same as the total amount of the order in HikaShop.
I was asking about it in a previous message but you didn't reply on this point as far as I could see.
This can happen if you activate the "send order details" setting of the payment method and you have the "round prices during calculations" setting turned off in the HikaShop configuration.
So please check all this.

Hi,

Then I don't know.
I don't see any other reason.
Could you provide a backend access so that we could check on your settings ?

Hi,

Thanks for the access.
Whiel the "send order details" setting is turned off, I still think it has something to do with the amount paid.
If you look at the debug data for the order 1022845 you can see the amount paid is 13.94. But if you check the total amount displayed by HikaShop when you edit the order, it is 13.95.
It's that 1 cent difference which caused the order to be cancelled instead of being confirmed.
I think you want to activate the "Round prices during calculations" setting. It should help with that for futur orders.