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Orders staying at "Pending"; no PayPal funds received


RobinSomes
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site: shop.robinsomes.co.uk

CC 6.2.9 / PayPal Commerce Platform 1.3.4 / All In One Shipping 1.0.16

I've had 4 transactions - from 2 different people - in the last 24 hours where orders have stayed at 'Pending', rather than completing and going to 'Processing'. In each case, there's no sign in PayPal of any transaction.

One customer appears to be using a Windows laptop, the other an iPad. Both are quite elderly, and not entirely certain about how to order, so it's possible that they're simply omitting to press a final "OK" button somewhere.

In the same time period, I've had 9 other sales (also paid via PayPal) which have completed successfully.

The failed transactions all happened using PayPal Commerce Platform 1.3.4; I've since upgraded to v 1.3.5.

Excluding the possibility that it's just repeated customer error, are there any other settings or potential issues I should be looking for, to try to prevent this happening again?

PayPal platform settings in the attached image; I can post request logs if need be.

TIA,

Robin

Image2.gif

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