Payment completed but no order created in PrestaShop database

[sunnmagic]

Hello,

We encountered an issue with PrestaShop Checkout where a payment was successfully completed on PayPal, but no order was created in PrestaShop.

In the server logs, other PayPal transactions are correctly logged and linked to PrestaShop orders (with PayPal transaction IDs), but this specific transaction never reached PrestaShop.

Has anyone identified:

• common causes for this behavior (webhook failure, timeout, server security, etc.)?-
• relevant logs or PayPal events to check?
• best practices to prevent this from happening again?

Thanks in advance for your help :)

[matks]

Hello @sunnmagic sorry for the late answer, the end of year 2025 has been extremely busy so I did not check GitHub discussions for a long time.

I can imagine 2 scenarii where the order is not created on PrestaShop:

1) When customer returns from payment screen, a PHP fatal error happens and ends the execution before the order is created

The PHP fatal error can come from anything, it could be a 3rd party module that is triggered by hooks and failed to handle this case, it could be memory or connection limit because the server was handling a huge amount of traffic...

You should be able to find the error in PHP error logs. For example recently I investigated a similar issue for a PS Checkout user and found the MySQL has gone away error log, the MySQL server of this specific customer was receiving too many requests at this moment and could not manage.

2) When customer returns from payment screen, the PHP fails before the order is created (maximum execution time exceeded)

This case happens when too many modules are triggered when the customer returns from payment. Module code is executed one after the other, sometimes to synchronize ERP data with the store, sometimes to send a custom confirmation email... if the execution is too long, the PHP process could be too long and get killed when reaching the timeout configured for PHP.

I think this error should be visible in the PHP error logs

[sunnmagic]

Hello, Thanks for these informations ;) Le 09/01/2026 à 17:56, Mathieu Ferment a écrit :

…

Hello @sunnmagic <https://github.com/sunnmagic> sorry for the late answer, the end of year 2025 has been extremely busy so I did not check GitHub discussions for a long time. I can imagine 2 scenarii where the order is not created on PrestaShop: 1) When customer returns from payment screen, a PHP fatal error happens and ends the execution before the order is created The PHP fatal error can come from anything, it could be a 3rd party module that is triggered by hooks and failed to handle this case, it could be memory or connection limit because the server was handling a huge amount of traffic... You should be able to find the error in PHP error logs. For example recently I investigated a similar issue for a PS Checkout user and found the |MySQL has gone away| error log, the MySQL server of this specific customer was receiving too many requests at this moment and could not manage. 2) When customer returns from payment screen, the PHP fails before the order is created (maximum execution time exceeded) This case happens when too many modules are triggered when the customer returns from payment. Module code is executed one after the other, sometimes to synchronize ERP data with the store, sometimes to send a custom confirmation email... if the execution is too long, the PHP process could be too long and get killed when reaching the timeout configured for PHP. I think this error should be visible in the PHP error logs — Reply to this email directly, view it on GitHub <#1438 (comment)>, or unsubscribe <https://github.com/notifications/unsubscribe-auth/AMFCXNOC3KNIOGEUWMXLA4L4F7MSNAVCNFSM6AAAAACPQO7HAKVHI2DSMVQWIX3LMV43URDJONRXK43TNFXW4Q3PNVWWK3TUHMYTKNBVGY3DONA>. You are receiving this because you were mentioned.Message ID: ***@***.***>

[matks]

Closing the thread as there was no activity