[Random] Some customers cannot validate order

[floods57]

Hello,

I am a long time user from PS Checkout since the 1st version, but i try to find a solution of a issue, some customer can't validate the order, they do the checkout, and try to pay (can be by card or Paypal), they get the bank confirmation and then it load and nothing happen, the payment is not done and order not validated.
I have that since years now on all PS version etc...
Can be days all is ok, and for sample the 3 last days, it happen on 8 order to 10, that a lot, i can see it because the customer create account, then i contact them and they said always the same (when they reply).
So i try to trace the issue in the log, that where i need help.

1st, this shop is on PS 1.7.7.8 PS Checkout module is the 7.5.0.7 (but get the same issue on previous) PS Account is 8.0.8.
Using a Leo theme (maybe a problem with it ?)

I loose so much time to try tracing this issue, that why i write here, so the 1st i did is looking in the Apache log on our server, always the same, customer create account, process the order, all perfect, then he click to pay, in the log i get :
[04/Jan/2026:10:57:21 +0100] "POST /store/fr/module/ps_checkout/create?token=5191dfa5069687484fc448371e79e3f7 HTTP/2.0" 200 948 "https://www.mydomain.com/store/fr/panier?action=show" "Mozilla/5.0 (Linux; Android 10; K) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/143.0.0.0 Mobile Safari/537.36"

And that it ! that always the last action, look like PS Checkout never get back to our shop after payment after the ps_checkout/create
I check the PS Checkout module log in /var/log/ and the PS log, there is no error, nothing related to this.

In a normal situation after ps_checkout/create i should get ps_checkout/validate?token= that what i get on a validate order.

Some time if customer try again 3 or4 time it can work, some time not, so i send them directly a Paypal payment link that always work, but we lost a lot because many customer never get back to us.

Of course i try my self multiple time, never able to reproduce the error my self when i try to order.
And yes i clear the cache even manually by removing the folder etc... re-install all the module....

This 3 last days are really catastrophic, that a huge lost for us, so now i really looking to find the cause of this issue.
I looking to find a way to log with happen between ps_checkout/create and ps_checkout/validate
Any idea ?
Thanks a lot for help

[matks]

Hello @floods57

If you have not done it yet, please create a support ticket using https://help-center.prestashop.com/contact?psx=ps_checkout

The support ticket will allow us to communicate sensitive informations that cannot be shared publicly on this GitHub repository, such as order IDs, amounts, etc... Also we will be able to link it with your merchant account and the transactions we see on the API.

I understand you are suffering from one of the most complex issues we can have: the module works flawlessly for some of your customers, and fail for others. The fact is looks random makes it very frustrating and as you said

never able to reproduce the error my self when i try to order.

It is frustrating to us too.

So we're looking to find out why it works sometimes, it fails sometimes.

If you can provide, in the support ticket, some specific order details (amount, identifier, date...) we can try checking PayPal logs to see if we can see some specific reasons. That would be the first thing we would check, looking for reasons why PayPal would reject the payment. Sometimes it can be related to 3DS, sometimes the customer is flagged as un-eligible...

We will be waiting for your support ticket and I hope we can find the cause of this issue.

[floods57]

Thanks for reply, ok, i will open a ticket on Monday.
Happen again today, 4 customers in a row.
Maybe country related ? i am in France, but i don't think and i don't think it is server related, was on 3 different company over the years, and now we have or own server in France and our company and still same.

[floods57]

I just open the ticket ;)
Thanks

[matks]

I close the discussion as it's been a long time, I hope the issue was solved well.